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Telephone Call Centers: Tutorial, Review, and Research Prospects
Open accessAbstract
Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating sociotechnical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value—and at the same time fundamentally limited—in their ability to characterize system performance. We review the state of research on telephone call centers. We begin with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations. We then outline important problems that have not been addressed and identify promising directions for future research.
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Cited by
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Niedenthal, P. M., Mermillod, M., Maringer, M., & Hess, U. (2010) · Behavioral and Brain Sciences · doi:10.1017/s0140525x10000865 · Cited by 618
When Does the Devil Make Work? An Empirical Study of the Impact of Workload on Worker Productivity
Tan, T. F., & Netessine, S. (2014) · Management Science · doi:10.1287/mnsc.2014.1950 · Cited by 297
Algorithmic Supervisor and Employee Performance
Gu, W., Li, M., & Zhang, S. (2025) · Production and Operations Management · doi:10.1177/10591478251331095 · Cited by 10
Metadata
- Authors
- Gans, N., Koole, G., & Mandelbaum, A.
- Venue
- Manufacturing & Service Operations Management
- Published
- 2003-04
- Volume
- 5
- Issue
- 2
- Pages
- 79-141
- ISSN
- 1523-4614 (ISSN-L)
- 1526-5498
- OpenAlex
- W2119338125
- Cited by
- 1,360
- References
- 0
- FWCI
- 80.82
- Type
- journal article
- Language
- en
- Open access
- green
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- CoChat. (2026). Citation check: Telephone Call Centers: Tutorial, Review, and Research Prospects. https://app.cochat.ai/papers/10.1287/msom.5.2.79.16071
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- Gans, N., Koole, G., & Mandelbaum, A. (2003). Telephone Call Centers: Tutorial, Review, and Research Prospects. Manufacturing & Service Operations Management. https://doi.org/10.1287/msom.5.2.79.16071
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
