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~isPartOf:"Evaluation und Transfersicherung betrieblicher Trainings : Modelle, Methoden und Befunde"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~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
36
Callcenter
36
Queueing theory
13
Warteschlangentheorie
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7
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7
Betriebliches Bildungsmanagement
5
Employer-provided training
5
Dienstleistungsqualität
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queues
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Rowold, Jens
5
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4
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3
Whitt, Ward
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2
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2
Deshpande, Vinayak
2
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Van den Schrieck, Jean-Christophe
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2
Aguir, M. Salah
1
Akşin, O. Zeynep
1
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1
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1
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1
Ata, Barış
1
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1
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1
Bollapragada, Srinivas
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Dijk, Nicolaas M. van
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Hasija, Sameer
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Evaluation und Transfersicherung betrieblicher Trainings : Modelle, Methoden und Befunde
Management science : journal of the Institute for Operations Research and the Management Sciences
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
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
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)
36
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1
Personalized priority policies in call centers using past customer interaction information
Hathaway, Brett Alan
;
Emadi, Seyed Morteza
;
Deshpande, …
- In:
Management science : journal of the Institute for …
68
(
2022
)
4
,
pp. 2806-2823
Persistent link: https://www.econbiz.de/10013368311
Saved in:
2
Impact of motivation and workload on service time components : an empirical analysis of call center operations
Ashkanani, Ahmad M.
;
Dunford, Benjamin B.
;
Mumford, Kevin J.
- In:
Management science : journal of the Institute for …
68
(
2022
)
9
,
pp. 6697-6715
Persistent link: https://www.econbiz.de/10013373100
Saved in:
3
The optimality of call provision terms
Powers, Eric
- In:
Management science : journal of the Institute for …
67
(
2021
)
10
,
pp. 6581-6601
Persistent link: https://www.econbiz.de/10012666730
Saved in:
4
Don't call us, we'll call you : an empirical study of caller behavior under a callback option
Hathaway, Brett A.
;
Emadi, Seyed Morteza
;
Deshpande, Vinayak
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1508-1526
Persistent link: https://www.econbiz.de/10012506002
Saved in:
5
Does the past predict the future? : the case of delay announcements in service systems
Ibrahim, Rouba
;
Armony, Mor
;
Bassamboo, Achal
- In:
Management science : journal of the Institute for …
63
(
2017
)
6
,
pp. 1762-1780
Persistent link: https://www.econbiz.de/10011707236
Saved in:
6
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:
7
Optimal hiring and retention policies for heterogeneous workers who learn
Arlotto, Alessandro
;
Chick, Stephen E.
;
Gans, Noah
- In:
Management science : journal of the Institute for …
60
(
2014
)
1
,
pp. 110-129
Persistent link: https://www.econbiz.de/10010345163
Saved in:
8
A logarithmic safety staffing rule for contact centers with call blending
Pang, Guodong
;
Perry, Ohad
- In:
Management science : journal of the Institute for …
61
(
2015
)
1
,
pp. 73-91
Persistent link: https://www.econbiz.de/10010496074
Saved in:
9
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:
10
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
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