//--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"Manufacturing & service operations management : M & SOM"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Call Center"
Narrow search
Delete all filters
| 1 applied filter
Year of publication
From:
To:
Subject
All
Call centre
18
Callcenter
18
Queueing theory
8
Warteschlangentheorie
8
Beziehungsmarketing
5
Relationship marketing
5
Theorie
5
Theory
5
Crew scheduling
3
Customer satisfaction
3
Customer service
3
Dienstleistungsqualität
3
Kundenservice
3
Kundenzufriedenheit
3
Personaleinsatzplanung
3
Service quality
3
Stochastic process
3
Stochastischer Prozess
3
Tourenplanung
3
Vehicle routing problem
3
call centers
3
service operations
3
Consumer behaviour
2
Konsumentenverhalten
2
Outsourcing
2
call center management
2
customer service
2
queueing theory
2
stochastic methods
2
Advertising
1
Capacity planning
1
Capacity utilization
1
Customer value
1
Dienstleistungsmanagement
1
Emotion
1
Forecasting model
1
Health insurance
1
Hospital
1
Human resource planning
1
Information value
1
more ...
less ...
Online availability
All
Undetermined
5
Type of publication
All
Article
18
Type of publication (narrower categories)
All
Article in journal
18
Aufsatz in Zeitschrift
18
Language
All
English
18
Author
All
Koole, Ger M.
4
Bassamboo, Achal
2
Bhulai, Sandjai
2
Ibrahim, Rouba
2
Jouini, Oualid
2
L'Ecuyer, Pierre
2
Pot, Auke
2
Whitt, Ward
2
Afèche, Philipp
1
Akşin, Zeynep
1
Allon, Gad
1
Altman, Daniel
1
Araghi, Mojtaba
1
Ashtar, Shelly
1
Baron, Opher
1
Byers, Reynold E.
1
Chan, Wyean
1
Dallery, Yves
1
Gans, Noah
1
Hu, Kejia
1
Huang, Jianhua Z.
1
Jerath, Kinshuk
1
Kim, Song-hee
1
Kumar, Anuj
1
Legros, Benjamin
1
Mehrotra, Vijay
1
Netessine, Serguei
1
Olivares, Marcelo
1
Rafaeli, Anat
1
Randhawa, Ramandeep
1
Ross, Kevin L.
1
Ryder, Geoff
1
Shen, Haipeng
1
So, Kut C.
1
Ward, Amy R.
1
Wu, Chenguang Allen
1
Yom-Tov, Galit B.
1
Zhan, Dongyuan
1
Zhou, Yong-Pin
1
Zhou, Yong-pin
1
more ...
less ...
Published in...
All
Manufacturing & service operations management : M & SOM
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
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
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
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
Working paper / National Bureau of Economic Research, Inc.
5
more ...
less ...
Source
All
ECONIS (ZBW)
18
Showing
1
-
18
of
18
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
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:
2
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:
3
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:
4
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:
5
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:
6
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
Saved in:
7
Dynamic call center routing policies using call waiting and agent idle times
Chan, Wyean
;
Koole, Ger M.
;
L'Ecuyer, Pierre
- In:
Manufacturing & service operations management : M & SOM
16
(
2014
)
4
,
pp. 544-560
Persistent link: https://www.econbiz.de/10010526446
Saved in:
8
Threshold routing to trade off waiting and call resolution in call centers
Zhan, Dongyuan
;
Ward, Amy R.
- In:
Manufacturing & service operations management : M & SOM
16
(
2014
)
2
,
pp. 220-237
Persistent link: https://www.econbiz.de/10010367159
Saved in:
9
Are call center and hospital arrivals well modeled by nonhomogeneous poisson processes?
Kim, Song-hee
;
Whitt, Ward
- In:
Manufacturing & service operations management : M & SOM
16
(
2014
)
3
,
pp. 464-480
Persistent link: https://www.econbiz.de/10010402111
Saved in:
10
Forecasting call center arrivals : fixed-effects, mixed-effects, and bivariate models
Ibrahim, Rouba
;
L'Ecuyer, Pierre
- In:
Manufacturing & service operations management : M & SOM
15
(
2013
)
1
,
pp. 72-85
Persistent link: https://www.econbiz.de/10009750978
Saved in:
11
Routing to manage resolution and waiting time in call centers with heterogeneous servers
Mehrotra, Vijay
;
Ross, Kevin L.
;
Ryder, Geoff
;
Zhou, …
- In:
Manufacturing & service operations management : M & SOM
14
(
2012
)
1
,
pp. 66-81
Persistent link: https://www.econbiz.de/10009512330
Saved in:
12
Call centers with delay information : models and insights
Jouini, Oualid
;
Akşin, Zeynep
;
Dallery, Yves
- In:
Manufacturing & service operations management : M & SOM
13
(
2011
)
4
,
pp. 534-548
Persistent link: https://www.econbiz.de/10009388119
Saved in:
13
Real-time delay estimation based on delay history
Ibrahim, Rouba
;
Whitt, Ward
- In:
Manufacturing & service operations management : M & SOM
11
(
2009
)
3
,
pp. 397-415
Persistent link: https://www.econbiz.de/10003882854
Saved in:
14
Interday forecasting and intraday updating of call center arrivals
Shen, Haipeng
;
Huang, Jianhua Z.
- In:
Manufacturing & service operations management : M & SOM
10
(
2008
)
3
,
pp. 391-410
Persistent link: https://www.econbiz.de/10003747822
Saved in:
15
Simple methods for shift scheduling in multiskill call centers
Bhulai, Sandjai
;
Koole, Ger M.
;
Pot, Auke
- In:
Manufacturing & service operations management : M & SOM
10
(
2008
)
3
,
pp. 411-420
Persistent link: https://www.econbiz.de/10003747824
Saved in:
16
A simple staffing method for multiskill call centers
Pot, Auke
;
Bhulai, Sandjai
;
Koole, Ger M.
- In:
Manufacturing & service operations management : M & SOM
10
(
2008
)
3
,
pp. 421-428
Persistent link: https://www.econbiz.de/10003747828
Saved in:
17
A mathematical model for evaluating cross-sales policies in telephone service centers
Byers, Reynold E.
;
So, Kut C.
- In:
Manufacturing & service operations management : M & SOM
9
(
2007
)
1
,
pp. 1-8
Persistent link: https://www.econbiz.de/10003438311
Saved in:
18
Call-routing schemes for call-center outsourcing
Gans, Noah
;
Zhou, Yong-Pin
- In:
Manufacturing & service operations management : M & SOM
9
(
2007
)
1
,
pp. 33-50
Persistent link: https://www.econbiz.de/10003438317
Saved in:
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->