This paper presents a model for the study of operations at an inbound call center. The call center is modeled as a multi-class processor shared loss system, where the interacting effects of human, telecommunication and information technology resources are explicitly incorporated. Product form...

This paper presents a methodology that determines the role of design in calculating the efficiency of service delivery processes. The efficiency of these processes is determined by using a variation of frontier estimation (DEA-like) techniques. The methodology is then applied to a particular...

Choi, DeSarbo and Harker (1990) have recently proposed a numerical methodology for optimal product positioning and pricing under the assumption that the incumbents react only with price changes in the short run. The current note extends this methodology to include incumbents' long-run strategy...