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Outsourceable selves : an ethnography of call center work in a global economy of signs and selves

Fabros, Alinaya - 2016

Persistent link: https://www.econbiz.de/10011587455

Globalisation and job opportunities : social security of call centre employees

Kaisii, Athikho - In: Labour & development 23 (2016) 1, pp. 107-120

Persistent link: https://www.econbiz.de/10011686606

Managing motivation in the contact center : the employment relationship of outsourcing and temporary agency workers

Sobral, Filipa; Chambel, Maria José; Castanheira, Filipa - In: Economic and industrial democracy 40 (2019) 2, pp. 357-381

Persistent link: https://www.econbiz.de/10012030749

Contact centre service excellence : a proposed conceptual framework

Surya Dharamdass; Fernando, Yudi - In: International journal of services and operations management 29 (2018) 1, pp. 18-41

Persistent link: https://www.econbiz.de/10011849891

Emotional exhaustion in offshore call centers : a comparative study

Echchakoui, Said; Baakil, Driss - In: Journal of global marketing 32 (2019) 1, pp. 17-36

Persistent link: https://www.econbiz.de/10012201004

Determinants of offshore outsourcing locations : a comparison on voice based jobs in India and Philippines

Mitra, Subhashish; Mittal, Amit; Chand, Pawan Kumar - In: Journal of technology management for growing economies 8 (2017) 1, pp. 41-65

Persistent link: https://www.econbiz.de/10011804627

Partnerships in remote services : the case of call centers in Reunion Island

Jaeger, Christine - In: Globalization and partnerships : features of business …, (pp. 87 - 107). 2007

Persistent link: https://www.econbiz.de/10014546646

Call Center Outsourcing Under Information Asymmetry

Hasija, Sameer; Pinker, Edieal J.; Shumsky, Robert A. - 2011

In this paper we examine contracts to coordinate the capacity decision of a vendor who has been hired by a client to provide call center support. We consider a variety of contracts, all based on our observations of contracts used by one large vendor. We examine the role of different contract...

Persistent link: https://www.econbiz.de/10014050735

Call Center Outsourcing : Coordinating Staffing Level and Service Quality

Ren, Z. Justin; Zhou, Yong-Pin - 2008

In this paper, we study the contracting issues in an outsourcing supply chain consisting of a user company and a call … center that does outsourcing work for the user company. We model the call center as a G/G/s queue with customer abandonment … and exert effort at levels that are optimal for the outsourcing supply chain (i.e., chain coordination). Two commonly used …

Persistent link: https://www.econbiz.de/10014026583

The high costs of outsourcing : vendor errors, customer mistreatment, and well-being in call centers

O’Brady, Sean; Doellgast, Virginia; Blatter, David - In: Industrial relations : a journal of economy & society 63 (2024) 1, pp. 80-103

Persistent link: https://www.econbiz.de/10014483628