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Service-Level Differentiation in Call Centers with Fully Flexible Servers

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  1. Iannoni, Ana Paula & Chiyoshi, Fernando & Morabito, Reinaldo, 2015. "A spatially distributed queuing model considering dispatching policies with server reservation," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 75(C), pages 49-66.
  2. Carri W. Chan & Linda V. Green & Suparerk Lekwijit & Lijian Lu & Gabriel Escobar, 2019. "Assessing the Impact of Service Level When Customer Needs Are Uncertain: An Empirical Investigation of Hospital Step-Down Units," Management Science, INFORMS, vol. 65(2), pages 751-775, February.
  3. Terekhov, Daria & Christopher Beck, J., 2009. "An extended queueing control model for facilities with front room and back room operations and mixed-skilled workers," European Journal of Operational Research, Elsevier, vol. 198(1), pages 223-231, October.
  4. Amy R. Ward & Mor Armony, 2013. "Blind Fair Routing in Large-Scale Service Systems with Heterogeneous Customers and Servers," Operations Research, INFORMS, vol. 61(1), pages 228-243, February.
  5. Tolga Tezcan & J. G. Dai, 2010. "Dynamic Control of N -Systems with Many Servers: Asymptotic Optimality of a Static Priority Policy in Heavy Traffic," Operations Research, INFORMS, vol. 58(1), pages 94-110, February.
  6. René Bekker & Ger Koole & Dennis Roubos, 2017. "Flexible bed allocations for hospital wards," Health Care Management Science, Springer, vol. 20(4), pages 453-466, December.
  7. Yiting Xing & Ling Li & Zhuming Bi & Marzena Wilamowska‐Korsak & Li Zhang, 2013. "Operations Research (OR) in Service Industries: A Comprehensive Review," Systems Research and Behavioral Science, Wiley Blackwell, vol. 30(3), pages 300-353, May.
  8. Itay Gurvich & Ward Whitt, 2009. "Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems," Manufacturing & Service Operations Management, INFORMS, vol. 11(2), pages 237-253, June.
  9. Xiaojun Liang & Yinghui Tang, 2019. "The improvement upon the reliability of the k-out-of-n:F system with the repair rates differentiation policy," Operational Research, Springer, vol. 19(2), pages 479-500, June.
  10. Edward Hult & Houyuan Jiang & Daniel Ralph, 2014. "Exact computational approaches to a stochastic uncapacitated single allocation p-hub center problem," Computational Optimization and Applications, Springer, vol. 59(1), pages 185-200, October.
  11. Avishai Mandelbaum & Petar Momčilović, 2008. "Queues with Many Servers: The Virtual Waiting-Time Process in the QED Regime," Mathematics of Operations Research, INFORMS, vol. 33(3), pages 561-586, August.
  12. Vishal Ahuja & Carlos A. Alvarez & Bradley R. Staats, 2020. "Maintaining Continuity in Service: An Empirical Examination of Primary Care Physicians," Manufacturing & Service Operations Management, INFORMS, vol. 22(5), pages 1088-1106, September.
  13. Mor Armony & Amy R. Ward, 2010. "Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems," Operations Research, INFORMS, vol. 58(3), pages 624-637, June.
  14. Achal Bassamboo & Ramandeep S. Randhawa & Assaf Zeevi, 2010. "Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited," Management Science, INFORMS, vol. 56(10), pages 1668-1686, October.
  15. Tevfik Aktekin & Tahir Ekin, 2016. "Stochastic call center staffing with uncertain arrival, service and abandonment rates: A Bayesian perspective," Naval Research Logistics (NRL), John Wiley & Sons, vol. 63(6), pages 460-478, September.
  16. Achal Bassamboo & Assaf Zeevi, 2009. "On a Data-Driven Method for Staffing Large Call Centers," Operations Research, INFORMS, vol. 57(3), pages 714-726, June.
  17. Seung Bum Soh & Itai Gurvich, 2017. "Call Center Staffing: Service-Level Constraints and Index Priorities," Operations Research, INFORMS, vol. 65(2), pages 537-555, April.
  18. Mor Armony & Itai Gurvich, 2010. "When Promotions Meet Operations: Cross-Selling and Its Effect on Call Center Performance," Manufacturing & Service Operations Management, INFORMS, vol. 12(3), pages 470-488, April.
  19. Ekin, Tahir & Aktekin, Tevfik, 2021. "Decision making under uncertain and dependent system rates in service systems," European Journal of Operational Research, Elsevier, vol. 291(1), pages 335-348.
  20. Ying Xu & Alan Scheller-Wolf & Katia Sycara, 2015. "The Benefit of Introducing Variability in Single-Server Queues with Application to Quality-Based Service Domains," Operations Research, INFORMS, vol. 63(1), pages 233-246, February.
  21. Vijay Mehrotra & Kevin Ross & Geoff Ryder & Yong-Pin Zhou, 2012. "Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers," Manufacturing & Service Operations Management, INFORMS, vol. 14(1), pages 66-81, January.
  22. Noa Zychlinski, 2023. "Applications of fluid models in service operations management," Queueing Systems: Theory and Applications, Springer, vol. 103(1), pages 161-185, February.
  23. Jose A. Guajardo & Morris A. Cohen, 2018. "Service Differentiation and Operating Segments: A Framework and an Application to After-Sales Services," Manufacturing & Service Operations Management, INFORMS, vol. 20(3), pages 440-454, July.
  24. Ashesh Kumar Sinha & Ananth Krishnamurthy, 2020. "Production and Capacity Utilization Strategies in Supply Chains for Complex Engineered Products," Production and Operations Management, Production and Operations Management Society, vol. 29(2), pages 462-480, February.
  25. Jeunghyun Kim & Ramandeep S. Randhawa & Amy R. Ward, 2018. "Dynamic Scheduling in a Many-Server, Multiclass System: The Role of Customer Impatience in Large Systems," Manufacturing & Service Operations Management, INFORMS, vol. 20(2), pages 285-301, May.
  26. Kaan Kuzu & Refik Soyer, 2018. "Bayesian modeling of abandonments in ticket queues," Naval Research Logistics (NRL), John Wiley & Sons, vol. 65(6-7), pages 499-521, September.
  27. Mor Armony & Efrat Perel & Nir Perel & Uri Yechiali, 2019. "Exact analysis for multiserver queueing systems with cross selling," Annals of Operations Research, Springer, vol. 274(1), pages 75-100, March.
  28. Z. Justin Ren & Yong-Pin Zhou, 2008. "Call Center Outsourcing: Coordinating Staffing Level and Service Quality," Management Science, INFORMS, vol. 54(2), pages 369-383, February.
  29. Itay Gurvich & Mor Armony & Constantinos Maglaras, 2009. "Cross-Selling in a Call Center with a Heterogeneous Customer Population," Operations Research, INFORMS, vol. 57(2), pages 299-313, April.
  30. Itay Gurvich & Ward Whitt, 2009. "Queue-and-Idleness-Ratio Controls in Many-Server Service Systems," Mathematics of Operations Research, INFORMS, vol. 34(2), pages 363-396, May.
  31. Youngsoo Kim & Ramayya Krishnan & Linda Argote, 2012. "The Learning Curve of IT Knowledge Workers in a Computing Call Center," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 887-902, September.
  32. Tianhu Deng & Ying‐Ju Chen & Zuo‐Jun Max Shen, 2015. "Optimal pricing and scheduling control of product shipping," Naval Research Logistics (NRL), John Wiley & Sons, vol. 62(3), pages 215-227, April.
  33. Sandjai Bhulai & Taoying Farenhorst-Yuan & Bernd Heidergott & Dinard Laan, 2012. "Optimal balanced control for call centers," Annals of Operations Research, Springer, vol. 201(1), pages 39-62, December.
  34. Jouini, Oualid & Pot, Auke & Koole, Ger & Dallery, Yves, 2010. "Online scheduling policies for multiclass call centers with impatient customers," European Journal of Operational Research, Elsevier, vol. 207(1), pages 258-268, November.
  35. Itai Gurvich & James Luedtke & Tolga Tezcan, 2010. "Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach," Management Science, INFORMS, vol. 56(7), pages 1093-1115, July.
  36. Itai Gurvich & Ward Whitt, 2010. "Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing," Operations Research, INFORMS, vol. 58(2), pages 316-328, April.
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