The share of gross domestic product from the service industry reflects the competitiveness of
a nation; the service industry in the USA accounts for around 80% of its gross domestic …

Call centers are an increasingly important part of today's business world, employing millions
of agents across the globe and serving as a primary customer‐facing channel for firms in …

The existing outsourcing literature has generally overlooked the cost differential and contract
negotiations between manufacturers and suppliers (by assuming identical cost structures …

In recent years, increasing interests have arisen in adding product value through the
provision of service. This study considers the problem in which a demand‐enhancing …

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 …

In services, customers provide significant inputs into the production process. In particular,
these inputs may be the customers themselves participating in the service delivery. Although …

In this paper, we examine contracts to coordinate the capacity decision of a vendor who has
been hired by a client to provide call center support. We consider a variety of contracts, all …

We analyze the benefit of production/service capacity sharing for a set of independent firms.
Firms have the choice of either operating their own production/service facilities or investing …

Prior studies on performance-based contracting (PBC) for after-sales services have
highlighted its advantages over traditional resource-based contracting (RBC), when …

Cost, quality and time to market are three main factors for outsourcing management. A game
theoretic model is used to design optimal outsourcing contracts including these three factors …