Purpose: The purpose of this paper is to propose a strategic conflict analysis, based on the graph model for conflict resolution (GMCR), that is applied to information technology outsourcing (ITO) in a real-world software development and implementation process in Brazil....

Purpose: The information technology (IT) outsourcing (ITO) decision is a key issue in strategic and operational management and is considered a main critical factor influencing successful organizational performance and technology assessment. The purpose of this paper is to propose a framework...

Unlike the proposal for a quantitative methodology for transforming discrete games into continuous ones, as in Golman and Page (2010) and Li et al. (2011), this article puts forward a tool that translates real-world cooperative behaviors into continuous levels of cooperation that will, in the...

Sizing the capacity of a call center is a well known problem. However, in some cases there are regulatory aspects that must be observed that, combined with specificities of the service provided and how it operates, affects the manner of the process for forecasting the inbound call rate and...