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isPartOf:"Human relations"
~isPartOf:"Call-Center erfolgreich outsourcen : [die Arbeit mit Dienstleistern planen, umsetzen, steuern und evaluieren ; Praxishandbuch]"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"Managing service quality : MSQ ; an international journal"
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Call centre
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Callcenter
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Queueing theory
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Human relations
Call-Center erfolgreich outsourcen : [die Arbeit mit Dienstleistern planen, umsetzen, steuern und evaluieren ; Praxishandbuch]
Management science : journal of the Institute for Operations Research and the Management Sciences
Managing service quality : MSQ ; an international journal
Manufacturing & service operations management : M & SOM
18
New technology, work and employment
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European journal of operational research : EJOR
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Labour & industry : a journal of the social and economic relations of work ; the journal of the Association of Industrial Relations Academics of Australia & New Zealand (AIRAANZ)
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10
SpringerLink / Bücher
10
The international journal of human resource management
10
Work, employment & society : a journal of the British Sociological Association
10
Borders in service : enactments of nationhood in transnational call centres
9
Developments in the call centre industry : analysis, changes, and challenges
9
European journal of industrial relations
9
International employment relations review
9
OR spectrum : quantitative approaches in management
8
Operations research
8
The journal of industrial relations : the journal of the Industrial Relations Society of Australia
8
The journal of services marketing
8
The next available operator : managing human resources in Indian business process outsourcing industry
8
ILR review : the journal of work and policy
7
Journal of vocational behavior
7
Academy of Management journal : AMJ
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Computers & operations research : and their applications to problems of world concern ; an international journal
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Discussion paper series / IZA
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Employee relations
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Evaluation und Transfersicherung betrieblicher Trainings : Modelle, Methoden und Befunde
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Industrial relations : a journal of economy & society
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International journal of production economics
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NBER working paper series
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5
Economic and industrial democracy : EID ; an international journal
4
Industrial relations journal
4
International journal of services and operations management
4
NBER Working Paper
4
Omega : the international journal of management science
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1
Personalized priority policies in call centers using past customer interaction information
Hathaway, Brett Alan
;
Emadi, Seyed Morteza
;
Deshpande, …
- In:
Management science : journal of the Institute for …
68
(
2022
)
4
,
pp. 2806-2823
Persistent link: https://www.econbiz.de/10013368311
Saved in:
2
Impact of motivation and workload on service time components : an empirical analysis of call center operations
Ashkanani, Ahmad M.
;
Dunford, Benjamin B.
;
Mumford, Kevin J.
- In:
Management science : journal of the Institute for …
68
(
2022
)
9
,
pp. 6697-6715
Persistent link: https://www.econbiz.de/10013373100
Saved in:
3
The optimality of call provision terms
Powers, Eric
- In:
Management science : journal of the Institute for …
67
(
2021
)
10
,
pp. 6581-6601
Persistent link: https://www.econbiz.de/10012666730
Saved in:
4
Don't call us, we'll call you : an empirical study of caller behavior under a callback option
Hathaway, Brett A.
;
Emadi, Seyed Morteza
;
Deshpande, Vinayak
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1508-1526
Persistent link: https://www.econbiz.de/10012506002
Saved in:
5
Does the past predict the future? : the case of delay announcements in service systems
Ibrahim, Rouba
;
Armony, Mor
;
Bassamboo, Achal
- In:
Management science : journal of the Institute for …
63
(
2017
)
6
,
pp. 1762-1780
Persistent link: https://www.econbiz.de/10011707236
Saved in:
6
A logarithmic safety staffing rule for contact centers with call blending
Pang, Guodong
;
Perry, Ohad
- In:
Management science : journal of the Institute for …
61
(
2015
)
1
,
pp. 73-91
Persistent link: https://www.econbiz.de/10010496074
Saved in:
7
Is the quantity-quality trade-off in c all centres a false dichotomy?
Ellway, Benjamin Piers William
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
3
,
pp. 230-251
Persistent link: https://www.econbiz.de/10010359567
Saved in:
8
Optimal hiring and retention policies for heterogeneous workers who learn
Arlotto, Alessandro
;
Chick, Stephen E.
;
Gans, Noah
- In:
Management science : journal of the Institute for …
60
(
2014
)
1
,
pp. 110-129
Persistent link: https://www.econbiz.de/10010345163
Saved in:
9
Structural estimation of callers' delay sensitivity in call centers
Akşin, Zeynep
;
Ata, Barış
;
Emadi, Seyed Morteza
;
Su, …
- In:
Management science : journal of the Institute for …
59
(
2013
)
12
,
pp. 2727-2746
Persistent link: https://www.econbiz.de/10010234717
Saved in:
10
Identities on call : impact of impression management on Indian call center agents
Raghuram, Sumita
- In:
Human relations
66
(
2013
)
11
,
pp. 1471-1496
Persistent link: https://www.econbiz.de/10010201618
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