{"id":"https://openalex.org/W2949713316","doi":"https://doi.org/10.1051/ro/2019062","title":"Incentive design with customer satisfaction for business process outsourcing: multi-task<i>vs</i>. multi-agent","display_name":"Incentive design with customer satisfaction for business process outsourcing: multi-task<i>vs</i>. multi-agent","publication_year":2019,"publication_date":"2019-06-10","ids":{"openalex":"https://openalex.org/W2949713316","doi":"https://doi.org/10.1051/ro/2019062","mag":"2949713316"},"language":"en","primary_location":{"id":"doi:10.1051/ro/2019062","is_oa":true,"landing_page_url":"https://doi.org/10.1051/ro/2019062","pdf_url":"https://www.rairo-ro.org/articles/ro/pdf/2021/01/ro190024.pdf","source":{"id":"https://openalex.org/S20631277","display_name":"RAIRO - Operations Research","issn_l":"0399-0559","issn":["0399-0559","1290-3868"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319748","host_organization_name":"EDP Sciences","host_organization_lineage":["https://openalex.org/P4310319748"],"host_organization_lineage_names":["EDP Sciences"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"RAIRO - Operations Research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://www.rairo-ro.org/articles/ro/pdf/2021/01/ro190024.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5008528900","display_name":"Zhenyang Shi","orcid":"https://orcid.org/0000-0001-9936-6675"},"institutions":[{"id":"https://openalex.org/I183067930","display_name":"Shanghai Jiao Tong University","ror":"https://ror.org/0220qvk04","country_code":"CN","type":"education","lineage":["https://openalex.org/I183067930"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Zhenyang Shi","raw_affiliation_strings":["Antai College of Economics and Management, Shanghai Jiao Tong University, 200030 Shanghai, PR China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Antai College of Economics and Management, Shanghai Jiao Tong University, 200030 Shanghai, PR China","institution_ids":["https://openalex.org/I183067930"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5102850437","display_name":"Shaoxuan Liu","orcid":"https://orcid.org/0000-0002-4808-5272"},"institutions":[{"id":"https://openalex.org/I13591777","display_name":"University of Nottingham Ningbo China","ror":"https://ror.org/03y4dt428","country_code":"CN","type":"education","lineage":["https://openalex.org/I13591777","https://openalex.org/I142263535"]},{"id":"https://openalex.org/I183067930","display_name":"Shanghai Jiao Tong University","ror":"https://ror.org/0220qvk04","country_code":"CN","type":"education","lineage":["https://openalex.org/I183067930"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Shaoxuan Liu","raw_affiliation_strings":["Antai College of Economics and Management, Shanghai Jiao Tong University, 200030 Shanghai, PR China","Ningbo Supply Chain Innovation Institute China, MIT Global Supply Chain and Logistics Excellence (SCALE) Network, 315000 Ningbo, PR China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Antai College of Economics and Management, Shanghai Jiao Tong University, 200030 Shanghai, PR China","institution_ids":["https://openalex.org/I183067930"]},{"raw_affiliation_string":"Ningbo Supply Chain Innovation Institute China, MIT Global Supply Chain and Logistics Excellence (SCALE) Network, 315000 Ningbo, PR China","institution_ids":["https://openalex.org/I13591777"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5080836779","display_name":"Ruijing Wu","orcid":"https://orcid.org/0000-0002-9523-9043"},"institutions":[{"id":"https://openalex.org/I183067930","display_name":"Shanghai Jiao Tong University","ror":"https://ror.org/0220qvk04","country_code":"CN","type":"education","lineage":["https://openalex.org/I183067930"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Ruijing Wu","raw_affiliation_strings":["Antai College of Economics and Management, Shanghai Jiao Tong University, 200030 Shanghai, PR China"],"raw_orcid":"https://orcid.org/0000-0002-9523-9043","affiliations":[{"raw_affiliation_string":"Antai College of Economics and Management, Shanghai Jiao Tong University, 200030 Shanghai, PR China","institution_ids":["https://openalex.org/I183067930"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5008528900"],"corresponding_institution_ids":["https://openalex.org/I183067930"],"apc_list":null,"apc_paid":null,"fwci":0.3032,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.63849198,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":"55","issue":null,"first_page":"S401","last_page":"S434"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10328","display_name":"Supply Chain and Inventory Management","score":0.9986000061035156,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10328","display_name":"Supply Chain and Inventory Management","score":0.9986000061035156,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11161","display_name":"Consumer Market Behavior and Pricing","score":0.9932000041007996,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9919000267982483,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/outsourcing","display_name":"Outsourcing","score":0.6315572261810303},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6299089193344116},{"id":"https://openalex.org/keywords/profitability-index","display_name":"Profitability index","score":0.598956286907196},{"id":"https://openalex.org/keywords/incentive","display_name":"Incentive","score":0.5951049327850342},{"id":"https://openalex.org/keywords/customer-profitability","display_name":"Customer profitability","score":0.5684871673583984},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5386248826980591},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5273852348327637},{"id":"https://openalex.org/keywords/profit","display_name":"Profit (economics)","score":0.4695841670036316},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.45706358551979065},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.43464455008506775},{"id":"https://openalex.org/keywords/industrial-organization","display_name":"Industrial organization","score":0.32672739028930664},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.30609723925590515},{"id":"https://openalex.org/keywords/microeconomics","display_name":"Microeconomics","score":0.3016203045845032},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.16759896278381348},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.13683485984802246}],"concepts":[{"id":"https://openalex.org/C46934059","wikidata":"https://www.wikidata.org/wiki/Q61515","display_name":"Outsourcing","level":2,"score":0.6315572261810303},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6299089193344116},{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.598956286907196},{"id":"https://openalex.org/C29122968","wikidata":"https://www.wikidata.org/wiki/Q1414816","display_name":"Incentive","level":2,"score":0.5951049327850342},{"id":"https://openalex.org/C53878828","wikidata":"https://www.wikidata.org/wiki/Q5196468","display_name":"Customer profitability","level":5,"score":0.5684871673583984},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5386248826980591},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5273852348327637},{"id":"https://openalex.org/C181622380","wikidata":"https://www.wikidata.org/wiki/Q26911","display_name":"Profit (economics)","level":2,"score":0.4695841670036316},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.45706358551979065},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.43464455008506775},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.32672739028930664},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.30609723925590515},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.3016203045845032},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.16759896278381348},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.13683485984802246}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1051/ro/2019062","is_oa":true,"landing_page_url":"https://doi.org/10.1051/ro/2019062","pdf_url":"https://www.rairo-ro.org/articles/ro/pdf/2021/01/ro190024.pdf","source":{"id":"https://openalex.org/S20631277","display_name":"RAIRO - Operations Research","issn_l":"0399-0559","issn":["0399-0559","1290-3868"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319748","host_organization_name":"EDP Sciences","host_organization_lineage":["https://openalex.org/P4310319748"],"host_organization_lineage_names":["EDP Sciences"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"RAIRO - Operations Research","raw_type":"journal-article"},{"id":"pmh:oai:numdam.org:RO_2021__55_S1_S401_0","is_oa":false,"landing_page_url":"https://www.numdam.org/articles/10.1051/ro/2019062/","pdf_url":null,"source":{"id":"https://openalex.org/S4306402264","display_name":"French digital mathematics library (Numdam)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I70900168","host_organization_name":"Universit\u00e9 Savoie Mont Blanc","host_organization_lineage":["https://openalex.org/I70900168"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Text"}],"best_oa_location":{"id":"doi:10.1051/ro/2019062","is_oa":true,"landing_page_url":"https://doi.org/10.1051/ro/2019062","pdf_url":"https://www.rairo-ro.org/articles/ro/pdf/2021/01/ro190024.pdf","source":{"id":"https://openalex.org/S20631277","display_name":"RAIRO - Operations Research","issn_l":"0399-0559","issn":["0399-0559","1290-3868"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319748","host_organization_name":"EDP Sciences","host_organization_lineage":["https://openalex.org/P4310319748"],"host_organization_lineage_names":["EDP Sciences"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"RAIRO - Operations Research","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2949713316.pdf","grobid_xml":"https://content.openalex.org/works/W2949713316.grobid-xml"},"referenced_works_count":58,"referenced_works":["https://openalex.org/W54068031","https://openalex.org/W1555396918","https://openalex.org/W1975814379","https://openalex.org/W1983225075","https://openalex.org/W1983364918","https://openalex.org/W1988638622","https://openalex.org/W1990673624","https://openalex.org/W1992810904","https://openalex.org/W1999429780","https://openalex.org/W2006651531","https://openalex.org/W2012525563","https://openalex.org/W2013903837","https://openalex.org/W2017198656","https://openalex.org/W2022051267","https://openalex.org/W2028809046","https://openalex.org/W2029031896","https://openalex.org/W2032467766","https://openalex.org/W2045939935","https://openalex.org/W2048096078","https://openalex.org/W2058412778","https://openalex.org/W2062657676","https://openalex.org/W2075296928","https://openalex.org/W2082427227","https://openalex.org/W2093957415","https://openalex.org/W2099515304","https://openalex.org/W2106580408","https://openalex.org/W2121849442","https://openalex.org/W2146233989","https://openalex.org/W2149993944","https://openalex.org/W2151595233","https://openalex.org/W2157949781","https://openalex.org/W2161172559","https://openalex.org/W2161262445","https://openalex.org/W2163939628","https://openalex.org/W2164049461","https://openalex.org/W2166691676","https://openalex.org/W2180857796","https://openalex.org/W2196190891","https://openalex.org/W2264448246","https://openalex.org/W2286297664","https://openalex.org/W2301796885","https://openalex.org/W2316250154","https://openalex.org/W2398417382","https://openalex.org/W2512116912","https://openalex.org/W2765821679","https://openalex.org/W2801948554","https://openalex.org/W2802629718","https://openalex.org/W2900775418","https://openalex.org/W2902185245","https://openalex.org/W2944670647","https://openalex.org/W3122397229","https://openalex.org/W3122896308","https://openalex.org/W3123195011","https://openalex.org/W3123559196","https://openalex.org/W3123912221","https://openalex.org/W3124167082","https://openalex.org/W3125074514","https://openalex.org/W3126092396"],"related_works":["https://openalex.org/W2137030199","https://openalex.org/W4242599341","https://openalex.org/W4248838317","https://openalex.org/W4205797001","https://openalex.org/W1586051420","https://openalex.org/W2761950031","https://openalex.org/W2148289820","https://openalex.org/W3015810715","https://openalex.org/W2357931527","https://openalex.org/W72876739"],"abstract_inverted_index":{"We":[0,77,100],"study":[1],"the":[2,26,34,37,44,51,62,79,85,95,105,116,129,135,145,156,195,221],"incentive":[3,55],"design":[4],"decision":[5],"of":[6,36,97,108,138,148,176],"a":[7,68,171,181,190],"firm":[8],"that":[9,102,155],"outsources":[10],"its":[11],"online":[12],"marketing":[13],"and":[14,21,40,47,54,84,89,119,188,212],"operational":[15],"business":[16,66,165],"lines":[17],"to":[18,60,67,72,115,166,170],"professional":[19],"external":[20],"internal":[22],"service":[23],"providers":[24],"under":[25,217],"principalagent":[27],"framework.":[28],"Customer":[29],"satisfaction":[30,110,210],"is":[31,48,123,131,141,154,213],"represented":[32],"as":[33],"composite":[35],"agents\u2019":[38,86],"sales":[39,149],"quality-control":[41,139],"efforts":[42],"via":[43],"disconfirmation":[45],"model,":[46],"introduced":[49],"into":[50],"demand":[52],"model":[53,98],"contracts.":[56],"Two":[57],"scenarios":[58],"corresponding":[59],"whether":[61],"brand":[63,80,157],"owner":[64,158],"delegates":[65],"single":[69,172],"agent":[70],"or":[71],"multiple":[73,167],"agents":[74,168,207],"are":[75],"studied.":[76],"derive":[78],"owner\u2019s":[81],"optimal":[82],"contracts":[83],"effort":[87,140,186],"levels":[88,187],"conduct":[90],"extensive":[91],"sensitivity":[92],"analyses":[93],"regarding":[94],"influences":[96],"parameters.":[99],"find":[101],"increases":[103],"in":[104,179,194,220],"measure":[106],"accuracy":[107],"customer":[109,209],"can":[111,201],"bring":[112],"significant":[113,216],"benefit":[114,130],"firm\u2019s":[117],"profitability,":[118],"explore":[120],"how":[121],"it":[122],"affected":[124],"by":[125,163,204],"system":[126],"factors.":[127],"Specifically,":[128],"more":[132,161],"substantial":[133],"when":[134],"marginal":[136,146],"cost":[137,147],"relatively":[142],"smaller":[143],"than":[144,169],"effort.":[150],"An":[151],"interesting":[152],"discovery":[153],"always":[159],"earns":[160],"profit":[162,199],"outsourcing":[164],"agent,":[173],"mainly":[174],"because":[175],"his":[177],"inflexibility":[178],"reaching":[180],"balance":[182],"between":[183],"inducing":[184],"higher":[185],"providing":[189],"sufficient":[191],"risk":[192],"premium":[193],"singe-agent":[196],"case.":[197],"This":[198],"gap":[200],"be":[202],"expanded":[203],"incentivizing":[205],"both":[206],"on":[208],"measures,":[211],"shown":[214],"quite":[215],"certain":[218],"settings":[219],"numerical":[222],"studies.":[223]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1}],"updated_date":"2026-05-21T09:19:25.381259","created_date":"2025-10-10T00:00:00"}
