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Gatekeepers and Referrals in Services
Shumsky, Robert A.; Pinker, Edieal J. - In: Management Science 49 (2003) 7, pp. 839-856
This paper examines services in which customers encounter a gatekeeper who makes an initial diagnosis of the customer's problem and then may refer the customer to a specialist. The gatekeeper may also attempt to solve the problem, but the probability of treatment success decreases as the...
Persistent link: https://www.econbiz.de/10009197788
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Approximation and analysis of a call center with flexible and specialized servers
Shumsky, Robert A. - In: OR spectrum : quantitative approaches in management 26 (2004) 3, pp. 307-330
Persistent link: https://www.econbiz.de/10006816990
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Flexible Service Capacity: Optimal Investment and the Impact of Demand Correlation
Netessine, Serguei; Dobson, Gregory; Shumsky, Robert A. - In: Operations research : the journal of the Operations … 50 (2002) 2, pp. 375-388
Persistent link: https://www.econbiz.de/10006418545
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Better selection or efficient contracting?
Hasija, Sameer; Cui, Zhijian - 2011
Persistent link: https://www.econbiz.de/10008798064
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An operational mechanism design for fleet management coordination in humanitarian operations
Pedraza Martinez, Alfonso; Hasija, Sameer; Van … - 2010
Persistent link: https://www.econbiz.de/10008798182
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Incentive alignment and information elicitation from manufacturers for public goods procurement
Chick, Stephen E.; Hasija, Sameer; Nasiry, Javad - 2012
Persistent link: https://www.econbiz.de/10009572856
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Newsvendor pull-to-center reconsidered
Lau, Nelson; Bearden, J. Neil; Hasija, Sameer - 2011
Persistent link: https://www.econbiz.de/10009356129
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Joint product improvement by client and customer support center : the role of gain-share contracts in coordination
Bhattachary, Shantanu; Gupta, Alok; Hasija, Sameer - 2011
Persistent link: https://www.econbiz.de/10009356180
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Optimal contracts for outsourcing of repair and restoration services
Jain, Nitish; Hasija, Sameer; Popescu, Dana - 2011
Persistent link: https://www.econbiz.de/10009356724
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Optimal contracts for coordinating the pharmaceutical R&D supply chain
Bhattacharya, Shantanu; Gaba, Vibha; Hasija, Sameer - 2011 - Rev. vers. of 2011/45/TOM/OB
Persistent link: https://www.econbiz.de/10009356867