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Call centre
16
Callcenter
16
Theorie
6
Theory
6
Dienstleistungsqualität
4
Queueing theory
4
Service quality
4
Warteschlangentheorie
4
Arbeitszufriedenheit
3
Call center
3
Job satisfaction
3
Mathematical programming
3
Mathematische Optimierung
3
Scheduling problem
3
Scheduling-Verfahren
3
Stochastic process
3
Stochastischer Prozess
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Call centers
2
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2
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2
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Call centre arrivals
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Chat messages
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16
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L'Ecuyer, Pierre
3
Aktekin, Tevfik
2
Chan, Wyean
2
Dun, Zanna van
2
Henseler, Jörg
2
Jouini, Oualid
2
Koole, Ger M.
2
Avramidis, Athanassios N.
1
Backhouse, Chris J.
1
Barrow, Devon
1
Bastin, Fabian
1
Bloemer, Johanna M.
1
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1
Cavazotte, Flavia
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Chen, Bintong
1
Dallery, Yves
1
Ding, Sihan
1
Ekin, Tahir
1
Gal, Tali
1
Gendreau, Michel
1
Harrison, Terry P.
1
Ibrahim, Rouba
1
Jaaron, Ayham A. M.
1
Jayaraman, Vaidyanathan
1
Kourentzes, Nikolaos
1
Lasmar, Luis Cesar Chehab
1
Legros, Benjamin
1
Mei, R. D. van der
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Moreno, Valter
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Munson, Charles L.
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Pisacane, Ornella
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Pot, Auke
1
Robbins, Thomas R.
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Rymon, Talia
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Shen, Haipeng
1
Thiongane, Mamadou
1
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1
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The service industries journal
European journal of operational research : EJOR
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
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
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
Human relations
7
ILR review : the journal of work and policy
7
Academy of Management journal : AMJ
6
Journal of vocational behavior
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
Journal of business research : JBR
5
Managing service quality : MSQ ; an international journal
5
NBER working paper series
5
SA journal of human resource management : SAJHRM
5
Working paper / National Bureau of Economic Research, Inc.
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
4
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ECONIS (ZBW)
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1
A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
Thuy Anh Ta
;
Chan, Wyean
;
Bastin, Fabian
;
L'Ecuyer, Pierre
- In:
European journal of operational research : EJOR
293
(
2021
)
3
,
pp. 966-979
Persistent link: https://www.econbiz.de/10012533794
Saved in:
2
Decision making under uncertain and dependent system rates in service systems
Ekin, Tahir
;
Aktekin, Tevfik
- In:
European journal of operational research : EJOR
291
(
2021
)
1
,
pp. 335-348
Persistent link: https://www.econbiz.de/10012495311
Saved in:
3
Enabling customer satisfaction in call center teams : the role of transformational leadership in the service-profit chain
Cavazotte, Flavia
;
Moreno, Valter
;
Lasmar, Luis Cesar Chehab
- In:
The service industries journal
40
(
2020
)
5/6
,
pp. 380-393
Persistent link: https://www.econbiz.de/10012208562
Saved in:
4
On the scheduling of operations in a chat contact center
Legros, Benjamin
;
Jouini, Oualid
- In:
European journal of operational research : EJOR
274
(
2019
)
1
,
pp. 303-316
Persistent link: https://www.econbiz.de/10011990069
Saved in:
5
The impact of special days in call arrivals forecasting : a neural network approach to modelling special days
Barrow, Devon
;
Kourentzes, Nikolaos
- In:
European journal of operational research : EJOR
264
(
2018
)
3
,
pp. 967-977
Persistent link: https://www.econbiz.de/10011802132
Saved in:
6
Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
Ibrahim, Rouba
;
L'Ecuyer, Pierre
;
Shen, Haipeng
; …
- In:
European journal of operational research : EJOR
250
(
2016
)
2
,
pp. 480-492
Persistent link: https://www.econbiz.de/10011441678
Saved in:
7
Competition and market segmentation of the call center service supply chain
Xia, Yu
;
Chen, Bintong
;
Jayaraman, Vaidyanathan
; …
- In:
European journal of operational research : EJOR
247
(
2015
)
2
,
pp. 504-514
Persistent link: https://www.econbiz.de/10011374481
Saved in:
8
On the estimation of the true demand in call centers with redials and reconnects
Ding, Sihan
;
Koole, Ger M.
;
Mei, R. D. van der
- In:
European journal of operational research : EJOR
246
(
2015
)
1
,
pp. 250-262
Persistent link: https://www.econbiz.de/10011341649
Saved in:
9
Call center service process analysis : Bayesian parametric and semi-parametric mixture modeling
Aktekin, Tevfik
- In:
European journal of operational research : EJOR
234
(
2014
)
3
,
pp. 709-719
Persistent link: https://www.econbiz.de/10010360428
Saved in:
10
Job quality in the customer contact centre : conceptual foundation and scale development
Dun, Zanna van
;
Bloemer, Johanna M.
;
Henseler, Jörg
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 171-196
Persistent link: https://www.econbiz.de/10009427692
Saved in:
11
Systems thinking for call centre service design : affective commitment implications in manufacturing enterprises
Jaaron, Ayham A. M.
;
Backhouse, Chris J.
- In:
The service industries journal
31
(
2011
)
3/4
,
pp. 613-628
Persistent link: https://www.econbiz.de/10008937413
Saved in:
12
Perceived customer contact centre quality : conceptual foundation and scale development
Dun, Zanna van
;
Bloemer, Josée
;
Henseler, Jörg
- In:
The service industries journal
31
(
2011
)
7/8
,
pp. 1347-1363
Persistent link: https://www.econbiz.de/10009154343
Saved in:
13
Healthier for whom? : technological service improvement in the healthcare industry
Timmor, Yaron
;
Rymon, Talia
;
Gal, Tali
- In:
The service industries journal
31
(
2011
)
11/12
,
pp. 1725-1747
Persistent link: https://www.econbiz.de/10009298403
Saved in:
14
Online scheduling policies for multiclass call centers with impatient customers
Jouini, Oualid
;
Pot, Auke
;
Koole, Ger M.
;
Dallery, Yves
- In:
European journal of operational research : EJOR
207
(
2010
)
1
,
pp. 258-268
Persistent link: https://www.econbiz.de/10003997229
Saved in:
15
A stochastic programming model for scheduling call centers with global Service Level Agreements
Robbins, Thomas R.
;
Harrison, Terry P.
- In:
European journal of operational research : EJOR
207
(
2010
)
3
,
pp. 1608-1619
Persistent link: https://www.econbiz.de/10008702094
Saved in:
16
Optimizing daily agent scheduling in a multiskill call center
Avramidis, Athanassios N.
;
Chan, Wyean
;
Gendreau, Michel
; …
- In:
European journal of operational research : EJOR
200
(
2009/10
)
3
,
pp. 822-832
Persistent link: https://www.econbiz.de/10003892385
Saved in:
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