File Download

There are no files associated with this item.

  Links for fulltext
     (May Require Subscription)
Supplementary

Conference Paper: Managing the outsourcing of two-level service processes: Literature review and integration

TitleManaging the outsourcing of two-level service processes: Literature review and integration
Authors
Issue Date2010
Citation
Proceedings Of The Annual Hawaii International Conference On System Sciences, 2010 How to Cite?
AbstractThe outsourcing of service processes presents several complex management challenges. Services typically have variability in both the pattern of customer arrivals and service times, which make capacity planning challenging. Workers also have discretion over the workflow, and therefore each worker can affect the workload passed to other parts of the system. When a service process is outsourced, this discretion may be in the hands of a vendor who then makes choices that influence the customer experience. A firm must decide upon the design of the process, which parts of the process to outsource, and how to contract with the vendor to overcome issues related to information asymmetry. This paper addresses these questions within the context of a two-level service process where the first level serves as a gatekeeper for experts in the second level. We integrate the results from several papers in the literature to give a comprehensive perspective on how to approach service outsourcing. © 2010 IEEE.
Persistent Identifierhttp://hdl.handle.net/10722/141775
ISSN
References

 

DC FieldValueLanguage
dc.contributor.authorPinker, Een_HK
dc.contributor.authorShumsky, Ren_HK
dc.contributor.authorLee, HHen_HK
dc.contributor.authorHasija, Sen_HK
dc.date.accessioned2011-09-27T03:00:52Z-
dc.date.available2011-09-27T03:00:52Z-
dc.date.issued2010en_HK
dc.identifier.citationProceedings Of The Annual Hawaii International Conference On System Sciences, 2010en_HK
dc.identifier.issn1530-1605en_HK
dc.identifier.urihttp://hdl.handle.net/10722/141775-
dc.description.abstractThe outsourcing of service processes presents several complex management challenges. Services typically have variability in both the pattern of customer arrivals and service times, which make capacity planning challenging. Workers also have discretion over the workflow, and therefore each worker can affect the workload passed to other parts of the system. When a service process is outsourced, this discretion may be in the hands of a vendor who then makes choices that influence the customer experience. A firm must decide upon the design of the process, which parts of the process to outsource, and how to contract with the vendor to overcome issues related to information asymmetry. This paper addresses these questions within the context of a two-level service process where the first level serves as a gatekeeper for experts in the second level. We integrate the results from several papers in the literature to give a comprehensive perspective on how to approach service outsourcing. © 2010 IEEE.en_HK
dc.languageengen_US
dc.relation.ispartofProceedings of the Annual Hawaii International Conference on System Sciencesen_HK
dc.titleManaging the outsourcing of two-level service processes: Literature review and integrationen_HK
dc.typeConference_Paperen_HK
dc.identifier.emailLee, HH: hhlee@hku.hken_HK
dc.identifier.authorityLee, HH=rp01556en_HK
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.1109/HICSS.2010.265en_HK
dc.identifier.scopuseid_2-s2.0-77951709221en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-77951709221&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.scopusauthoridPinker, E=6603181996en_HK
dc.identifier.scopusauthoridShumsky, R=6602407835en_HK
dc.identifier.scopusauthoridLee, HH=35757543400en_HK
dc.identifier.scopusauthoridHasija, S=6602553055en_HK

Export via OAI-PMH Interface in XML Formats


OR


Export to Other Non-XML Formats