Design and Analysis of Diagnostic Service Centers

Published Online:https://doi.org/10.1287/mnsc.1100.1236

References

  • Anand K. S., Fazıl Paç M., Veeraraghavan S. Quality–speed conundrum: Trade-offs in customer-intensive services. Management Sci. (2010) . ForthcomingGoogle Scholar
  • Armony M., Gurvich I. When promotions meet operations: Cross-selling and its effect on call center performance. Manufacturing Service Oper. Management (2010) 12(3):470–488LinkGoogle Scholar
  • Arora A., Fosfuri A. Pricing diagnostic information. Management Sci. (2005) 51(7):1092–1100LinkGoogle Scholar
  • Arrow K. J. Uncertainty and the welfare economics of medical care. Amer. Econom. Rev. (1963) 53(5):941–973Google Scholar
  • Bogdan G. M., Green J. L., Swanson D., Gabow P., Dart R. C. Evaluating patient compliance with nurse advice line recommendations and the impact on healthcare costs. Amer. J. Managed Care (2004) 10(8):534–542Google Scholar
  • Bouns G. Queueing models with admission and termination control—Monotonicity and threshold results. (2003) . Unpublished Ph.D. thesis, Technische Universiteit Eindhoven, Eindhoven, The NetherlandsGoogle Scholar
  • Bunik M., Glazner J. E., Chandramouli V., Emsermann C. B., Hegarty T., Kempe A. Pediatric telephone call centers: How do they affect health care use and costs? Pediatrics (2007) 119(2):305–313CrossrefGoogle Scholar
  • Cariello F. P. Computerized telephone nurse triage: An evaluation of service quality and cost. J. Ambulatory Care Management (2003) 26(2):124–137CrossrefGoogle Scholar
  • Courson S. What is telephone nurse triage? Connections Magazine (2005) November). http://www.connectionsmagazine.com/articles/5/090.htmlGoogle Scholar
  • Debo L. G., Toktay L. B., Van Wassenhove L. N. Queuing for expert services. Management Sci. (2008) 54(8):1497–1512LinkGoogle Scholar
  • de Véricourt F., Sun P. Judgment accuracy under congestion in service systems. (2009) . Working paper, Fuqua School of Business, Duke University, Durham, NCGoogle Scholar
  • Dvoretzky A., Kiefer J., Wolfowitz J. Sequential decision problems for processes with continuous time parameter problems of estimation. Ann. Math. Statist. (1953) 24(3):403–441CrossrefGoogle Scholar
  • Fiorenzio C. Interim Director of NurseAdvice New Mexico. (2009) . Telephone interview by A. Scheller-Wolf and L. Debo, September 3Google Scholar
  • Gans N., Koole G., Mandelbaum A. Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management (2003) 5(2):79–141LinkGoogle Scholar
  • Garnett O., Mandelbaum A., Reiman M. Designing a call center with impatient customers. Manufacturing Service Oper. Management (2002) 4(3):208–227LinkGoogle Scholar
  • Günes E. D., Aksin O. Z. Value creation in service delivery: Relating market segmentation, incentives, and operational performance. Manufacturing Service Oper. Management (2004) 6(4):338–357LinkGoogle Scholar
  • Gurvich I., Armony M., Maglaras C. Cross-selling in a call center with a heterogeneous customer population. Oper. Res. (2009) 57(2):299–313LinkGoogle Scholar
  • Hasija S., Pinker E. J., Shumsky R. A. Staffing and routing in a two-tier call centre. Internat. J. Oper. Res. (2005) 1(1/2):8–29CrossrefGoogle Scholar
  • Hassin R., Haviv M.To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems (2003) (Kluwer, Norwell, MA) CrossrefGoogle Scholar
  • Hellinghausen M. A. Dialed in: Nurses prepare for the future of telephone triage. NurseWeek (2000) May 22). http://www .nurseweek.com/features/00-05/triage.htmlGoogle Scholar
  • Herzog S. Health care call centers: A rich opportunity (Health care services: Advertising supplement). Los Angeles Bus. J. (2003) May 5). http://www.entrepreneur.com/tradejournals/article/101532000.htmlGoogle Scholar
  • Hibbard J. H. Moving toward a more patient-centered health care delivery system. Health Affairs Web Exclusive (2004) . http://content.healthaffairs.org/cgi/reprint/hlthaff.var.133v1.pdfCrossrefGoogle Scholar
  • Hopp W. J., Iravani S. M. R., Liu F. White collar workforce management: An operations-oriented survey. Production Oper. Management (2009) 18(1):1–32CrossrefGoogle Scholar
  • Hopp W. J., Iravani S. M. R., Yuen G. Y. Operations systems with discretionary task completion. Management Sci. (2007) 53(1):61–77LinkGoogle Scholar
  • Kabala E. J. Legalities of a telephone nurse triage system. Physician's News Digest (1998) September). http://www.physiciansnews.com/law/998kabala.htmlGoogle Scholar
  • Kempe A., Dempsey C., Whitefield J., Bothner J., MacKenzie T., Poole S. Appropriateness of urgent referrals by nurses at a hospital-based pediatric call center. Arch. Pediatrics Adolescent Medicine (2000) 154:355–360CrossrefGoogle Scholar
  • Lattimer V., Sassi F., George S., Moore M., Turnbull J., Mullee M., Smith H. Cost analysis of nurse telephone consultation in out of hours primary care: Evidence from a randomised controlled trial. British Medical J. (2000) 320(7241):1053–1057CrossrefGoogle Scholar
  • Lynch W. Value premises behind nurse call centers. Managed Healthcare (2000) 10(3):24Google Scholar
  • Machlin S. R. Expenses for a hospital emergency room visit, 2003. (2006) . Report, Agency for Healthcare Research and Quality, http://www.meps.ahrq.gov/mepsweb/data_files/publications/st111/stat111.pdfGoogle Scholar
  • Massaro K. Triage nurse and QI coordinator for the Children's Hospital of Denver, Aurora, CO. (2009) . Telephone interview by A. Scheller-Wolf and L. Debo, September 17Google Scholar
  • Mayo A. M., Chang B. L., Omery A. Use of protocols and guidelines by telephone nurses. Clinical Nursing Res. (2002) 11(2):204–219CrossrefGoogle Scholar
  • McCaig L. F., Burt C. W. National hospital ambulatory medical care survey: 2003 emergency department summary. (2005) . Technical Report 358, Division of Health Care Statistics, Centers for Disease Control and Prevention, Department of Health and Human Services, Washington, DCGoogle Scholar
  • Naor P. The regulation of queue size by levying tolls. Econometrica (1969) 37(1):15–24CrossrefGoogle Scholar
  • Poole S. R.Developing a Telephone Triage and Advice System for a Pediatric Office Practice During Office Hours and/or After Hours: The Complete Guide (2003) (American Academy of Pediatrics, Elk Grove Village, IL) Google Scholar
  • Quality Improvement of Literacy, TeleCare and Self Help (QUILTS) Collaborative BC healthguide program evaluation: Final report. (2006) . Evaluation of findings to June 2005. Retrieved September 8, 2008, http://www.healthlinkbc.ca/finalreport.pdfGoogle Scholar
  • Ross S. M.Introduction to Probability Models (2002) (Academic Press, San Diego) Google Scholar
  • Sabin M. Telephone triage improves demand management effectiveness—Managed care. Healthcare Financial Management (1998) 52(8):49–51Google Scholar
  • Sarvary M. Temporal differentiation and the market for second opinions. J. Marketing Res. (2002) 39(1):129–136CrossrefGoogle Scholar
  • Shumsky R. S., Pinker E. J. Gatekeepers and referrals in services. Management Sci. (2003) 49(7):839–856LinkGoogle Scholar
  • Siegmund D.Sequential Analysis (1985) (Springer-Verlag, New York) CrossrefGoogle Scholar
  • Sirjaev A. N.Statistical Sequential Analysis (1973) (American Mathematical Society, Providence, RI) Google Scholar
  • Stokey N. L.The Economics of Inaction: Stochastic Control Models with Fixed Costs (2008) (Princeton University Press, Princeton, NJ) CrossrefGoogle Scholar
  • Valanis B., Tanner C., Moscato S. R., Shapiro S., Izumi S., David M., Keyes C., Mayo A. A model for examining predictors of outcomes of telephone nursing advice. J. Nursing Admin. (2003) 33(2):91–95CrossrefGoogle Scholar
  • Wald A.Sequential Analysis (1947) (John Wiley & Sons, New York) Google Scholar
  • Wang X., Debo L. G., Scheller-Wolf A. Managing nurse lines—Practical challenges and the developing theory. (2010) . Working paper, Tepper School of Business, Carnegie Mellon University, PittsburghGoogle Scholar
  • Wang X., Debo L. G., Scheller-Wolf A., Smith S. Service design at diagnostic service centers. (2007) . Working paper, Tepper School of Business, Carnegie Mellon University, PittsburghGoogle Scholar
  • Wheeler S. Q., Siebelt B. Calling all nurses—How to perform telephone triage. Nursing (1997) 27(7):37–41CrossrefGoogle Scholar
  • Whitt W. Approximations for the GI/G/m queue. Production Oper. Management (1993) 2(2):114–161CrossrefGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.