Call centre capacity management-Reference-Cited by-同舟云学术

Call centre capacity management

Published:2000-05 Issue:2 Volume:11 Page:185-196
ISSN:0956-4233
Container-title:International Journal of Service Industry Management
language:en
Short-container-title:Int J of Service Industry Mgmt

Author:

Betts Alan,Meadows Maureen,Walley Paul

Publisher

Emerald

Subject

Management of Technology and Innovation,Strategy and Management,General Business, Management and Accounting

Reference12 articles.

1. Adam, E.E. Jr (1983), “Towards a typology of production and operations management systems”,Academy of Management Review, Vol. 8 No. 3, July, pp. 365‐75.

2. Anton, J. (1996),Call Center Management by Numbers: Press on Regardless, Santa Maria, CA.

3. Brockmeyer, E. Halstrom, H.A. and Jensen, A. (1948),The Life and Works of A.K. Erlang, Danish Academy of Sciences, Copenhagen.

4. Chase, R.B. (1978), “Where does the customer fit in a service operation?”,Harvard Business Review, Vol. 56 No. 6, November/December, pp. 138‐9.

5. On the validity and utility of queueing models of human service systems

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