Call Center Outsourcing: Coordinating Staffing Level and Service Quality

Z. Justin Ren
Z. Justin Ren
[email protected]
School of Management, Boston University, Boston, Massachusetts 02215
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,
Yong-Pin Zhou
Yong-Pin Zhou
[email protected]
Michael G. Foster School of Business, University of Washington, Seattle, Washington 98195
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Z. Justin Ren

[email protected]

School of Management, Boston University, Boston, Massachusetts 02215

Search for more papers by this author

Yong-Pin Zhou

[email protected]

Michael G. Foster School of Business, University of Washington, Seattle, Washington 98195

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Published Online:1 Feb 2008https://doi.org/10.1287/mnsc.1070.0820

Supplemental Material

mnsc.1070.0820-sm-ec.pdf (96 KB)

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Volume 54, Issue 2

February 2008

Pages iv-414

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Received:October 31, 2004
Published Online:February 01, 2008

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Z. Justin Ren, Yong-Pin Zhou, (2008) Call Center Outsourcing: Coordinating Staffing Level and Service Quality. Management Science 54(2):369-383.

https://doi.org/10.1287/mnsc.1070.0820

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Call Center Outsourcing: Coordinating Staffing Level and Service Quality

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