Service organizations provide an environment for solving tasks given by customers. The performance of the organization is dependent on many factors including organizational structure, incentive structure and communication of knowledge within the organization. The manager assigns tasks to be...

We analyze the interdependence of human resource management and knowledge management. The service organization is modeled as a queueing network. The optimal number of workers in each division, the amount of customer contact and the wage for each manager is determined. We combine three features...