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Call Center Outsourcing Contracts Under Information Asymmetry
6 references·16 citing·49 second hop
Call Center Outsourcing Contracts Under Information Asymmetry (2008)Call Center Outsourcing Contracts Under I…Call center outsourcing: Coordinating staffing level and service quality (2008)Call center outsourcing: Coor…Dimensioning Large Call Centers (2004)Dimensioning Large Call Cente…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Supply Chain Coordination with Contracts (2003)Supply Chain Coordination wit…Gatekeepers and Referrals in Services (2003)Gatekeepers and Referrals in …Designing a Call Center with Impatient Customers (2002)Designing a Call Center with …Service-oriented manufacturing: A literature review and future research directions (2021)Service-oriented manufacturin…Buying products from whom you know: personal connections and information asymmetry in supply chain relationships (2021)Buying products from whom you…Supply contracting and process innovation in a dynamic supply chain with information asymmetry (2020)Supply contracting and proces…Hospital referral and capacity strategies in the two-tier healthcare systems (2020)Hospital referral and capacit…Quality risk in logistics outsourcing: A fourth party logistics perspective (2019)Quality risk in logistics out…Can Yardstick Competition Reduce Waiting Times? (2019)Can Yardstick Competition Red…Supplier Diversification Under Buyer Risk (2018)Supplier Diversification Unde…Risk management and coordination in service supply chains: information, logistics and outsourcing (2016)Risk management and coordinat…Information Elicitation and Influenza Vaccine Production (2016)Information Elicitation and I…Speed–Quality Trade-Offs in a Dynamic Model (2013)Speed–Quality Trade-Offs in a…Optimal Contracts for Outsourcing of Repair and Restoration Services (2013)Optimal Contracts for Outsour…Operations Research (OR) in Service Industries: A Comprehensive Review (2013)Operations Research (OR) in S…Outsourcing a Two-Level Service Process (2012)Outsourcing a Two-Level Servi…Offshoring Business Process Services and Governance Control Mechanisms: An Examination of Service Providers from India (2012)Offshoring Business Process S…Impact of sourcing flexibility on the outsourcing of services under demand uncertainty (2011)Impact of sourcing flexibilit…Asymmetric Information and Economies of Scale in Service Contracting (2010)Asymmetric Information and Ec…Efficiency decomposition in two-stage data envelopment analysis: An application to non-life insurance companies in Taiwan (2007)Optimal Pricing of Seasonal Products in the Presence of Forward-Looking Consumers (2008)Enterprise Systems: State-of-the-Art and Future Trends (2011)Introduction: Systems Science in Industrial Sectors (2013)Emerging trends and new frontiers in community operational research (2017)Enabling supply chain analytics for enterprise information systems: a topic modelling literature review and future research agenda (2020)Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Proceedings of the 2002 Winter Simulation Conference (2002)Foundations and Implications of a Proposed Unified Services Theory (2006)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Statistical Analysis of a Telephone Call Center (2005)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)Forecasting: theory and practice (2022)Inventory management and production planning and scheduling (1999)The Value of Information Sharing in a Two-Level Supply Chain (2000)Ericsson's proactive supply chain risk management approach after a serious sub‐supplier accident (2004)Managing Disruption Risks in Supply Chains (2005)Supply Chain Coordination with Revenue-Sharing Contracts: Strengths and Limitations (2005)Perspectives in supply chain risk management (2006)Introduction to Queueing Theory. (1982)On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)A General Equilibrium Model for Industries with Price and Service Competition (2004)Contracting for Collaborative Services (2010)Service supply chain management: A review of operational models (2015)Risk management of logistics systems (2016)Collaborative risk management: a systematic literature review (2018)Supply chain risk management in the COVID-19 pandemic: strategies and empirical lessons for improving global logistics service providers’ performance (2022)Job Market Signaling (1973)Signaling Games and Stable Equilibria (1987)Design Rules (2000)Disruption and Rerouting in Supply Chain Networks (2020)Does Crowdfunding Benefit Entrepreneurs and Venture Capital Investors? (2020)The role of supply chain diversification in mitigating the negative effects of supply chain disruptions in COVID-19 (2023)The Bargaining Problem (1950)The Nash Bargaining Solution in Economic Modelling (1986)Selecting green third party logistics providers for a loss-averse fourth party logistics provider in a multiattribute reverse auction (2020)Logistics outsourcing: Effects of greenwashing and blockchain technology (2023)Economic evaluation of an outsourced fourth-party logistics (4PL) under a flexible production system (2024)Equilibrium in Competitive Insurance Markets: An Essay on the Economics of Imperfect Information (1976)Multitask Principal–Agent Analyses: Incentive Contracts, Asset Ownership, and Job Design (1991)Reengineering the corporation: A manifesto for business revolution (1993)Catching Falling Stars: A Human Resource Response to Social Capital's Detrimental Effect of Information Overload on Star Employees (2012)Crowding at the frontier: boundary spanners, gatekeepers and knowledge brokers (2015)Contracting for Infrequent Restoration and Recovery of Mission-Critical Systems (2010)Performance-based contracting in service supply chains: a service provider risk perspective (2014)Service Channel Choice for Supply Chain: Who is Better Off by Undertaking the Service? 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this work references cited by second hop

References

  • 2003Supply Chain Coordination with Contracts2,737 cited
  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 2004Dimensioning Large Call Centers342 cited
  • 2003Gatekeepers and Referrals in Services192 cited
  • 2008Call center outsourcing: Coordinating staffing level and service quality173 cited

Cited by

  • 2013Operations Research (OR) in Service Industries: A Comprehensive Review102 cited
  • 2018Supplier Diversification Under Buyer Risk98 cited
  • 2016Risk management and coordination in service supply chains: information, logistics and outsourcing90 cited
  • 2019Quality risk in logistics outsourcing: A fourth party logistics perspective87 cited
  • 2020Supply contracting and process innovation in a dynamic supply chain with information asymmetry78 cited
  • 2013Speed–Quality Trade-Offs in a Dynamic Model77 cited
  • 2013Optimal Contracts for Outsourcing of Repair and Restoration Services76 cited
  • 2012Offshoring Business Process Services and Governance Control Mechanisms: An Examination of Service Providers from India74 cited
  • 2012Outsourcing a Two-Level Service Process

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73 cited
  • 2020Hospital referral and capacity strategies in the two-tier healthcare systems72 cited
  • 2021Buying products from whom you know: personal connections and information asymmetry in supply chain relationships68 cited
  • 2019Can Yardstick Competition Reduce Waiting Times?67 cited
  • 2010Asymmetric Information and Economies of Scale in Service Contracting65 cited
  • 2016Information Elicitation and Influenza Vaccine Production63 cited
  • 2021Service-oriented manufacturing: A literature review and future research directions56 cited
  • 2011Impact of sourcing flexibility on the outsourcing of services under demand uncertainty50 cited