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~isPartOf:"Managing service quality : MSQ ; an international journal"
~isPartOf:"Production and operations management : an international journal of the Production and Operations Management Society"
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Call centre
15
Callcenter
15
Theorie
4
Theory
4
Queueing theory
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Warteschlangentheorie
3
Arbeitskräfte
2
Burnout
2
Dienstleistungsqualität
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Service quality
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simulation
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Arbeitsgestaltung
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Beziehungsmarketing
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Call centres
1
Capacity planning
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Customer satisfaction
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15
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Akşin, Zeynep
3
Chevalier, Philippe B.
2
Karaesmen, Fikri
2
Van den Schrieck, Jean-Christophe
2
Örmeci, E. Lerzan
2
Aguir, M. Salah
1
Akşin, O. Zeynep
1
Armony, Mor
1
Ashill, Nicholas J.
1
Bollapragada, Srinivas
1
Cheong, KiJu
1
Choi, Sujeong
1
Dalin, Rolf
1
Dallery, Yves
1
Dijk, Nicolaas M. van
1
Ellway, Benjamin Piers William
1
Feinberg, Richard A.
1
Ibrahim, Rouba
1
Jouini, Oualid
1
Levent Koçağa, Yaşar
1
Lukea-Bhiwajee, Soolakshna D.
1
Mehrotra, Vijay
1
Naidoo, Perunjodi
1
Nair, Suresh K.
1
Ozlük, Ozgür
1
Ramseook-Munhurrun, Prabha
1
Rod, Michel
1
Saltzman, Robert
1
Sluis, Erik van der
1
Strandberg, Christer
1
Ward, Amy R.
1
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Managing service quality : MSQ ; an international journal
Production and operations management : an international journal of the Production and Operations Management Society
Manufacturing & service operations management : M & SOM
18
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
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
Management Science
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
Industrial relations : a journal of economy & society
5
International journal of production economics
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
Working paper / National Bureau of Economic Research, Inc.
5
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ECONIS (ZBW)
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1
Peakedness-based staffing for call center outsourcing
Van den Schrieck, Jean-Christophe
;
Akşin, Zeynep
; …
- In:
Production and operations management : an international …
23
(
2014
)
3
,
pp. 504-524
Persistent link: https://www.econbiz.de/10010355678
Saved in:
2
Staffing call centers with uncertain arrival rates and co-sourcing
Levent Koçağa, Yaşar
;
Armony, Mor
;
Ward, Amy R.
- In:
Production and operations management : an international …
24
(
2015
)
7
,
pp. 1101-1117
Persistent link: https://www.econbiz.de/10011309925
Saved in:
3
Flexibility structure and capacity design with human resource considerations
Akşin, Zeynep
;
Çakan, Nesrin
;
Karaesmen, Fikri
; …
- In:
Production and operations management : an international …
24
(
2015
)
7
,
pp. 1086-1100
Persistent link: https://www.econbiz.de/10011309926
Saved in:
4
Call center delay announcement using a newsvendor-like performance criterion
Jouini, Oualid
;
Akşin, Zeynep
;
Karaesmen, Fikri
; …
- In:
Production and operations management : an international …
24
(
2015
)
4
,
pp. 587-604
Persistent link: https://www.econbiz.de/10011282790
Saved in:
5
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:
6
The impact of call centre stressors on inbound and outbound call-centre agent burnout
Rod, Michel
;
Ashill, Nicholas J.
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
3
,
pp. 245-264
Persistent link: https://www.econbiz.de/10009759412
Saved in:
7
Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers
Choi, Sujeong
;
Cheong, KiJu
;
Feinberg, Richard A.
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
5
,
pp. 492-516
Persistent link: https://www.econbiz.de/10009681564
Saved in:
8
Real-time delay estimation based on delay history in many-server service systems with time-varying arrivals
Ibrahim, Rouba
;
Whitt, Ward
- In:
Production and operations management : an international …
20
(
2011
)
5
,
pp. 654-667
Persistent link: https://www.econbiz.de/10009315480
Saved in:
9
Intelligent procedures for intra-day updating of call center agent schedules
Mehrotra, Vijay
;
Ozlük, Ozgür
;
Saltzman, Robert
- In:
Production and operations management : an international …
19
(
2010
)
3
,
pp. 353-367
Persistent link: https://www.econbiz.de/10003981446
Saved in:
10
The role of strategic context, operational requirements, and work design in in-house call centres in the financial sector
Strandberg, Christer
;
Dalin, Rolf
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
6
,
pp. 544-564
Persistent link: https://www.econbiz.de/10008778608
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