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    政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 >  Item 140.119/127172
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/127172


    Title: Outsourcing a Two-Level Service Process
    Authors: 李曉惠
    Lee, Hsiao-Hui
    Pinker, Edieal J.
    Shumsky, Robert A.
    Contributors: 資管系
    Date: 2012-04
    Issue Date: 2019-10-30 11:13:08 (UTC+8)
    Abstract: This paper studies outsourcing decisions for a two-level service process in which the first level serves as a gatekeeper for a second level of experts. The objective of the system operator (the client) is to minimize the sum of staffing costs, customer waiting costs, and mistreatment costs due to unsuccessful attempts by a gatekeeper to solve the customer's problem. The client may outsource all or part of the process to a vendor, and first-best contracts exist when the client outsources only gatekeepers or experts. When the client outsources the entire system as a two-level process, a client-optimal contract may not exist unless the exogenous system parameters satisfy a particular (and unlikely) coordination condition. In addition, optimal incentive-compatible contracts exist when the vendor's structure choice (one level or two levels) can deviate from the client's preference. Finally, we numerically examine how vendor structure choice and labor cost advantages influence the client's optimal outsourcing option.
    Relation: Management Science, Vol.58, No.8, pp.1569-1584
    Data Type: article
    DOI 連結: https://doi.org/10.1287/mnsc.1110.1503
    DOI: 10.1287/mnsc.1110.1503
    Appears in Collections:[資訊管理學系] 期刊論文

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