Service-Level Differentiation in Call Centers with Fully Flexible Servers

Itay Gurvich
Itay Gurvich
[email protected]
Graduate School of Business, Columbia University, New York, New York 10027
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,
Mor Armony
Mor Armony
[email protected]
Stern School of Business, New York University, New York, New York 10012
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,
Avishai Mandelbaum
Avishai Mandelbaum
[email protected]
The William Davidson Faculty of Industrial Engineering and Management, Technion Institute of Technology, Haifa 32000, Israel
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Itay Gurvich

[email protected]

Graduate School of Business, Columbia University, New York, New York 10027

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Mor Armony

[email protected]

Stern School of Business, New York University, New York, New York 10012

Search for more papers by this author

Avishai Mandelbaum

[email protected]

The William Davidson Faculty of Industrial Engineering and Management, Technion Institute of Technology, Haifa 32000, Israel

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Published Online:1 Feb 2008https://doi.org/10.1287/mnsc.1070.0825

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mnsc.1070.0825-sm-ec.pdf (377 KB)

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Volume 54, Issue 2

February 2008

Pages iv-414

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Received:November 09, 2004
Published Online:February 01, 2008

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Itay Gurvich, Mor Armony, Avishai Mandelbaum, (2008) Service-Level Differentiation in Call Centers with Fully Flexible Servers. Management Science 54(2):279-294.

https://doi.org/10.1287/mnsc.1070.0825

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