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~isPartOf:"Industrial relations : a journal of economy & society"
~isPartOf:"Manufacturing & Service Operations Management"
~isPartOf:"Manufacturing & service operations management : M & SOM"
~isPartOf:"Working paper / National Bureau of Economic Research, Inc."
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Search: subject:"Call Center"
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Call centre
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Callcenter
28
Queueing theory
8
USA
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Warteschlangentheorie
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Theorie
6
Theory
6
Beziehungsmarketing
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Outsourcing
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Personaleinsatzplanung
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Stochastic process
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call center management
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service operations
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3
Dienstleistungsqualität
3
Kundenservice
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Service quality
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Tourenplanung
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Vehicle routing problem
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call centers
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customer service
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queueing theory
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stochastic methods
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Gans, Noah
4
Koole, Ger M.
4
Zhou, Yong-Pin
3
Bassamboo, Achal
2
Bhulai, Sandjai
2
Byers, Reynold E.
2
Doellgast, Virginia
2
Ibrahim, Rouba
2
Jouini, Oualid
2
Kumar, Anuj
2
L'Ecuyer, Pierre
2
Pot, Auke
2
Shen, Haipeng
2
So, Kut C.
2
Whitt, Ward
2
Afèche, Philipp
1
Akşin, Zeynep
1
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1
Altman, Daniel
1
Araghi, Mojtaba
1
Ashtar, Shelly
1
Baron, Opher
1
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1
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Industrial relations : a journal of economy & society
Manufacturing & Service Operations Management
Manufacturing & service operations management : M & SOM
Working paper / National Bureau of Economic Research, Inc.
Management science : journal of the Institute for Operations Research and the Management Sciences
16
New technology, work and employment
15
Sozialforschungsstelle Dortmund - Publikationen
13
European journal of operational research : EJOR
11
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)
11
Management Science
11
Production and operations management : an international journal of the Production and Operations Management Society
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
Call-Center erfolgreich outsourcen : [die Arbeit mit Dienstleistern planen, umsetzen, steuern und evaluieren ; Praxishandbuch]
8
Fachhochschule Gelsenkirchen, Institut Arbeit und Technik - Publikationen
8
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
Arbeits- und Organisationspsychologie an der Bergischen Universität Wuppertal - Publikationen
7
Human relations
7
ILR review : the journal of work and policy
7
Journal of vocational behavior
7
Academy of Management journal : AMJ
6
Journal of business research : JBR
6
Computers & operations research : and their applications to problems of world concern ; an international journal
5
Discussion paper series / IZA
5
Employee relations
5
Evaluation und Transfersicherung betrieblicher Trainings : Modelle, Methoden und Befunde
5
International journal of production economics
5
Managing service quality : MSQ ; an international journal
5
NBER working paper series
5
RKW Rationalisierungs- und Innovationszentrum der deutschen Wirtschaft e.V. - Publikationen
5
SA journal of human resource management : SAJHRM
5
The service industries journal
5
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ECONIS (ZBW)
29
RePEc
5
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1
The high costs of outsourcing : vendor errors, customer mistreatment, and well-being in call centers
O’Brady, Sean
;
Doellgast, Virginia
;
Blatter, David
- In:
Industrial relations : a journal of economy & society
63
(
2024
)
1
,
pp. 80-103
Persistent link: https://www.econbiz.de/10014483628
Saved in:
2
Optimally scheduling heterogeneous impatient customers
Bassamboo, Achal
;
Randhawa, Ramandeep
;
Wu, Chenguang Allen
- In:
Manufacturing & service operations management : M & SOM
25
(
2023
)
3
,
pp. 1066-1080
Persistent link: https://www.econbiz.de/10014302836
Saved in:
3
Workplace knowledge flows
Sandvik, Jason
;
Saouma, Richard
;
Seegert, Nathan
; …
-
2020
Persistent link: https://www.econbiz.de/10012180327
Saved in:
4
Understanding customer retrials in call centers : preferences for service quality and service speed
Hu, Kejia
;
Allon, Gad
;
Bassamboo, Achal
- In:
Manufacturing & service operations management : M & SOM
24
(
2022
)
2
,
pp. 1002-1020
Persistent link: https://www.econbiz.de/10013258710
Saved in:
5
Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel
;
Yom-Tov, Galit B.
;
Olivares, Marcelo
; …
- In:
Manufacturing & service operations management : M & SOM
23
(
2021
)
4
,
pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
Saved in:
6
Should we wait before outsourcing? : analysis of a revenue-generating blended contact center
Legros, Benjamin
;
Jouini, Oualid
;
Koole, Ger M.
- In:
Manufacturing & service operations management : M & SOM
23
(
2021
)
5
,
pp. 1118-1138
Persistent link: https://www.econbiz.de/10012653961
Saved in:
7
The effects of wage contracts on workplace misbehaviors : evidence from a
call
center
natural field experiment
Flory, Jeffrey A.
;
Leibbrandt, Andreas
;
List, John A.
-
2016
Persistent link: https://www.econbiz.de/10011514719
Saved in:
8
Valuing alternative work arrangements
Mas, Alexandre
;
Pallais, Amanda
-
2016
Persistent link: https://www.econbiz.de/10011559365
Saved in:
9
An information stock model of customer behavior in multichannel customer support services
Jerath, Kinshuk
;
Kumar, Anuj
;
Netessine, Serguei
- In:
Manufacturing & service operations management : M & SOM
17
(
2015
)
3
,
pp. 368-383
Persistent link: https://www.econbiz.de/10011307925
Saved in:
10
Customer acquisition, retention, and service access quality : optimal advertising, capacity level, and capacity allocation
Afèche, Philipp
;
Araghi, Mojtaba
;
Baron, Opher
- In:
Manufacturing & service operations management : M & SOM
19
(
2017
)
4
,
pp. 674-691
Persistent link: https://www.econbiz.de/10011770629
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