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