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. Each call has a revenue potential, and we model the...

Recent operations management papers model customers as solving multiarmed bandit problems, positing that consumers use a particular heuristic when choosing among suppliers. These papers then analyze the resulting competition among suppliers and mathematically characterize the equilibrium...

Delivering high quality service during the service encounter is central to competitive advantage in service organizations. However, achieving such high quality while controlling for costs is a major challenge for service managers. The purpose of this paper is to present an approach for...

Does cross-training workers allow a firm to achieve economies of scale when there is variability in the content of work, or does it create a workforce that performs many tasks with consistent mediocrity? To address this question we integrate a model of a stochastic service system with models for...

A Bayesian network (BN) is a probabilistic graphical model that represents a set of variables and their probabilistic dependencies. Formally, BNs are directed acyclic graphs whose nodes represent variables, and whose arcs encode the conditional dependencies among the variables. Nodes can...

We discuss the impact of organizational workload on professional service outcomes, such as survival rates in hospitals. The prevailing view in the literature is that service quality deteriorates when organizational workload increases. In contrast, we argue that the relationship between workload...

Purpose-The purpose of this research study is to focus on the customer satisfaction towards Islamic banking in Pakistan based on the different factors including service quality, product quality offered by Islamic banks, customer care level of Islamic banks, financial benefits given to its...

The main objective of the undertaken research is to study the Expectations and Perceptions of Customer’s towards mobile phones. It is important to study and analyze whether there is a gap in the expectations and perceptions of the respondents which indicates that there is scope for improvement...