DC Field | Value | Language |
---|---|---|
dc.contributor.author | Kim J.W. | ko |
dc.contributor.author | Park, Sang Chan | ko |
dc.date.accessioned | 2013-03-08T17:11:24Z | - |
dc.date.available | 2013-03-08T17:11:24Z | - |
dc.date.created | 2012-02-06 | - |
dc.date.created | 2012-02-06 | - |
dc.date.issued | 2010 | - |
dc.identifier.citation | COMPUTERS & OPERATIONS RESEARCH, v.37, no.4, pp.790 - 805 | - |
dc.identifier.issn | 0305-0548 | - |
dc.identifier.uri | http://hdl.handle.net/10203/93693 | - |
dc.description.abstract | This paper considers 'two-stage' call centers where some incoming calls are completed by first service while others require an additional second service. Although this type of call center is not uncommon, it has not been dealt with, if any, in the call center literature. In this paper, we introduce the concept of the 'two-stage' call center and discuss its features. Furthermore, we develop an effective outsourcing strategy in 'two-stage' call centers. To this end, we model 'two-stage' service system and propose several call routing structures. The structures are compared through numerical test and conventional queueing theories form the theoretical basis of our study. (C) 2009 Elsevier Ltd. All rights reserved. | - |
dc.language | English | - |
dc.publisher | PERGAMON-ELSEVIER SCIENCE LTD | - |
dc.subject | SERVICE QUALITY | - |
dc.title | Outsourcing strategy in two-stage call centers | - |
dc.type | Article | - |
dc.identifier.wosid | 000272058100017 | - |
dc.identifier.scopusid | 2-s2.0-70350566529 | - |
dc.type.rims | ART | - |
dc.citation.volume | 37 | - |
dc.citation.issue | 4 | - |
dc.citation.beginningpage | 790 | - |
dc.citation.endingpage | 805 | - |
dc.citation.publicationname | COMPUTERS & OPERATIONS RESEARCH | - |
dc.identifier.doi | 10.1016/j.cor.2009.06.020 | - |
dc.contributor.nonIdAuthor | Kim J.W. | - |
dc.type.journalArticle | Article | - |
dc.subject.keywordAuthor | Call center | - |
dc.subject.keywordAuthor | Additional service | - |
dc.subject.keywordAuthor | Two-stage service | - |
dc.subject.keywordAuthor | Outsourcing strategy | - |
dc.subject.keywordPlus | SERVICE QUALITY | - |
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