Dual Identification of IS Offshoring Call Center Employees: Understanding Its Antecedents and Consequences.
Yan LiXin Wei WangHock-Hai TeoRichard T. WatsonPublished in: HICSS (2010)
Keyphrases
- call center
- service quality
- service level
- arrival rate
- databases
- customer satisfaction
- information technology
- service systems
- asymptotically optimal
- human resources
- expert systems
- computational intelligence
- supply chain
- queue length
- database systems
- information systems
- machine learning
- neural network
- real time
- customer relationship management
- heavy traffic
- database