2012
Outsourcing a Two-Level Service Process
Lee H, Pinker E, Shumsky R. Outsourcing a Two-Level Service Process. Management Science 2012, 58: 1569-1584. DOI: 10.1287/mnsc.1110.1503.Peer-Reviewed Original ResearchStructure choiceOptimal incentive-compatible contractsService processLabour cost advantagesIncentive compatible contractsCustomer waiting costsCustomer problemsOperations managementOutsourcing optionBest contractCoordination conditionsWaiting costsCost advantageContractsClient preferencesClientsTwo-level processLariviereCostGatekeepersChoicePreferencesExpertsVendorsDecisions
2010
Managing the Outsourcing of Two-Level Service Processes: Literature Review and Integration
Pinker E, Shumsky R, Lee H, Hasija S. Managing the Outsourcing of Two-Level Service Processes: Literature Review and Integration. 2010, 1-10. DOI: 10.1109/hicss.2010.265.Peer-Reviewed Original Research
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