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
2009
Can flexibility be constraining?
Pinker E, Lee H, Berman O. Can flexibility be constraining? IIE Transactions 2009, 42: 45-59. DOI: 10.1080/07408170903113789.Peer-Reviewed Original ResearchOptimal staffing decisionsDemand shocksUncertain demandFlexibility policiesForms of flexibilityHigher total costsInventory costsLittle slackFirmsWorkforce flexibilityTotal costShockStaffing decisionsDemandCostPolicySlackSecond stageDecisionsCommon optionFirst stageWorkforceFlexibilityDifferent formsBenefits
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