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Call Center Outsourcing Contract Analysis and Choice

Citations

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Cited by:

  1. James W. Taylor, 2012. "Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing," Management Science, INFORMS, vol. 58(3), pages 534-549, March.
  2. Benjamin Legros & Oualid Jouini & Ger Koole, 2021. "Should We Wait Before Outsourcing? Analysis of a Revenue-Generating Blended Contact Center," Manufacturing & Service Operations Management, INFORMS, vol. 23(5), pages 1118-1138, September.
  3. Guillaume Roels, 2014. "Optimal Design of Coproductive Services: Interaction and Work Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 16(4), pages 578-594, October.
  4. Wang, Jie & Ma, Benedict Jun & Kuo, Yong-Hong & Saenz, Maria Jesus, 2025. "Service outsourcing: The dilemma of third-party service providers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 202(C).
  5. Sameer Hasija & Edieal J. Pinker & Robert A. Shumsky, 2008. "Call Center Outsourcing Contracts Under Information Asymmetry," Management Science, INFORMS, vol. 54(4), pages 793-807, April.
  6. Zhou, Tao & Li, Kai & Liu, Bohai & Xie, Fulong & Xu, Liping & Zhang, Han, 2025. "Competitive strategies in digital service capability: Self-Development vs. Cooperation," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 202(C).
  7. Benaroch, Michel & Webster, Scott & Kazaz, Burak, 2012. "Impact of sourcing flexibility on the outsourcing of services under demand uncertainty," European Journal of Operational Research, Elsevier, vol. 219(2), pages 272-283.
  8. Kai-Lung Hui & Ping Fan Ke & Yuxi Yao & Wei T. Yue, 2019. "Bilateral Liability-Based Contracts in Information Security Outsourcing," Information Systems Research, INFORMS, vol. 30(2), pages 411-429, June.
  9. Cai, Zhixuan & Deng, Tianhu & Tang, Christopher S., 2026. "Rational versus presumptive decisions in a decentralized co-production system: Solutions and applications," Omega, Elsevier, vol. 138(C).
  10. 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.
  11. Opher Baron & Joseph Milner, 2009. "Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements," Operations Research, INFORMS, vol. 57(3), pages 685-700, June.
  12. 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.
  13. Yuting Yuan, 2025. "Managing Flexible Capacity in Service Systems with Worker Shortages," Manufacturing & Service Operations Management, INFORMS, vol. 27(3), pages 808-824, May.
  14. Benjamin Legros, 2021. "Age-based Markovian approximation of the G/M/1 queue," Post-Print hal-03605431, HAL.
  15. Zhang, Xinmou & Perera, Sandun C. & Wang, Jian-Jun & Cai, Tao & Gupta, Varun, 2025. "Coordinating telehealth platform with revenue-sharing contracts under different reimbursement mechanisms," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 193(C).
  16. Başak Kalkancı & Feryal Erhun, 2012. "Pricing Games and Impact of Private Demand Information in Decentralized Assembly Systems," Operations Research, INFORMS, vol. 60(5), pages 1142-1156, October.
  17. Qi Feng & Lauren Xiaoyuan Lu, 2012. "The Strategic Perils of Low Cost Outsourcing," Management Science, INFORMS, vol. 58(6), pages 1196-1210, June.
  18. Stephan Manning & Arie Y. Lewin & Marc Schuerch, 2011. "The Stability of Offshore Outsourcing Relationships," Management International Review, Springer, vol. 51(3), pages 381-406, June.
  19. Wang, Haiyan & Olsen, Tava Lennon & Liu, Guiqing, 2018. "Service capacity competition with peak arrivals and delay sensitive customers," Omega, Elsevier, vol. 77(C), pages 80-95.
  20. Berling, Peter & Eng-Larsson, Fredrik, 2017. "Environmental implications of transport contract choice - capacity investment and pricing under volume and capacity contracts," European Journal of Operational Research, Elsevier, vol. 261(1), pages 129-142.
  21. Joseph M. Milner & Tava Lennon Olsen, 2008. "Service-Level Agreements in Call Centers: Perils and Prescriptions," Management Science, INFORMS, vol. 54(2), pages 238-252, February.
  22. Nitin Bakshi & Sang-Hyun Kim & Nicos Savva, 2015. "Signaling New Product Reliability with After-Sales Service Contracts," Management Science, INFORMS, vol. 61(8), pages 1812-1829, August.
  23. Bettina Freitag & Lukas Häfner & Verena Pfeuffer & Jochen Übelhör, 2020. "Evaluating investments in flexible on-demand production capacity: a real options approach," Business Research, Springer;German Academic Association for Business Research, vol. 13(1), pages 133-161, April.
  24. Xu, Xiaoyan & Cheng, Xiaoying & Sun, Yanhong, 2015. "Coordination contracts for outsourcing supply chain with financial constraint," International Journal of Production Economics, Elsevier, vol. 162(C), pages 134-142.
  25. Xiaowei Zhu, 2017. "Outsourcing management under various demand Information Sharing scenarios," Annals of Operations Research, Springer, vol. 257(1), pages 449-467, October.
  26. Mustafa Akan & Bar{i}c{s} Ata & Martin A. Lariviere, 2011. "Asymmetric Information and Economies of Scale in Service Contracting," Manufacturing & Service Operations Management, INFORMS, vol. 13(1), pages 58-72, September.
  27. Zhu, Xiaowei, 2016. "Managing the risks of outsourcing: Time, quality and correlated costs," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 90(C), pages 121-133.
  28. Hsiao-Hui Lee & Edieal J. Pinker & Robert A. Shumsky, 2012. "Outsourcing a Two-Level Service Process," Management Science, INFORMS, vol. 58(8), pages 1569-1584, August.
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