2008
Call Center Outsourcing Contracts Under Information Asymmetry
Hasija S, Pinker E, Shumsky R. Call Center Outsourcing Contracts Under Information Asymmetry. Management Science 2008, 54: 793-807. DOI: 10.1287/mnsc.1070.0804.Peer-Reviewed Original Research
2003
Optimizing the use of contingent labor when demand is uncertain
Pinker E, Larson R. Optimizing the use of contingent labor when demand is uncertain. European Journal Of Operational Research 2003, 144: 39-55. DOI: 10.1016/s0377-2217(01)00378-2.Peer-Reviewed Original ResearchVariety of contractsBenefits of flexibilityContingent workersTemporary workersContingent laborMinimum payRegular workersWorkforce managementFinite planning horizonCall workersStaffing decisionsTiming of informationBacklog costsContractsPlanning horizonWorkersDynamic programming problemLaborPayOptimization problemComputational effortNumerical examplesWorkforceDemandProgramming problem