Exploring Call Center Enabled Mechanisms for Firm's Combinative Capabilities.

Tzu-Chuan Chou Jau-Rong Chen Po-Yuan Hsueh

Published in: PACIS (2008)

Keyphrases

call center
service level
asymptotically optimal
service quality
arrival rate
information technology
service systems
heavy traffic
customer service
queueing model
databases
competitive advantage
operational decisions
fluid model
agent technology
search space
computer science
information retrieval