The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research

Call centers are an increasingly important part of today's business world, employing millions of agents across the globe and serving as a primary customer‐facing channel for firms in many different industries. Call centers have been a fertile area for operations management researchers in several domains, including forecasting, capacity planning, queueing, and personnel scheduling. In addition, as telecommunications and information technology have advanced over the past several years, the operational challenges faced by call center managers have become more complicated. Issues associated with human resources management, sales, and marketing have also become increasingly relevant to call center operations and associated academic research. In this paper, we provide a survey of the recent literature on call center operations management. Along with traditional research areas, we pay special attention to new management challenges that have been caused by emerging technologies, to behavioral issues associated with both call center agents and customers, and to the interface between call center operations and sales and marketing. We identify a handful of broad themes for future investigation while also pointing out several very specific research opportunities.     

Parental Divorce and Children From Diverse Backgrounds: Multidisciplinary Perspectives on Mental Health,Parent–Child Relationships,and Educational Experiences

This article utilizes multidisciplinary perspectives to examine the developmental outcomes of divorce for children from diverse racial and ethnic backgrounds. The authors present a literature review on the outcomes of divorce in terms of mental health, family relationships, and educational achievement for children by focusing on discipline-specific aspects of divorce in sociology, education, and family studies. Furthermore, this study builds on previous literature by examining parental divorce among children with special needs. A discussion of changes in family structure and child outcomes concludes this study with implications for policy and practice to support current population.     

The Implementation of Voting from Abroad: Evidence from the 2014 Turkish Presidential Election

Voting from abroad (VFA) is a complex norm and practice due to the multilevel processes, structures and actors involved. This article explores the reasons behind the eventual adoption of this practice within the context of a long and well‐known history of emigration in Turkey. During the 2014 Turkish presidential election, emigrants from Turkey were finally allowed to participate from abroad even though legislation giving them this right has been in place since 1995. Based on archival research and fieldwork in Germany and the United States, this article discusses the varying relevance of three central explanatory factors to the implementation of VFA: emigrant lobbying, the electoral expectations of potential benefit by the governing party, and the presence of broader, state‐led diaspora engagement policies. The first of these is important but insufficient, whereas the second factor is necessary. Moreover, the presence of broader, state‐led diaspora engagement policies is a mediating factor. This article finds that specific actors like political parties may play the crucial role, highlighting the need for critical examination of their role in the implementation process.     

Fluid adaptation of contested citizenship: second-generation migrant Turks in Germany and the United States

This paper explores belonging in the context of legal citizenship for second-generation Turkish immigrants in Berlin and in New York. Fluid adaptation refers to the discursive boundaries of immigrant identity articulations, the contextual and shifting adjustments immigrants make to their sense of belonging. Immigrant belonging, gauged by ‘encounters’ with bureaucracies and participatory expressions, is shaped in large part by the receiving state's legal framework and citizenship status. Belonging is complicated by racialization and exclusion, and affected by intersectionalities of immigrant experience. Limited citizenship models necessitate deployment of fluid and alternative membership models. Alternative forms of belonging underscore the power of the nation-state in delimiting belonging.     

Peakedness‐Based Staffing for Call Center Outsourcing

This study considers the staffing problem of a vendor call center in a co‐sourcing setting. The aim is to take short‐term variability and correlations in time for call arrivals at such a vendor call center into account. To do so, peakedness is proposed as a useful measure of the burstiness in the arrival stream. The study empirically demonstrates the presence of bursty arrivals at a call center and proposes an approach to the measurement of the peakedness of the arrival stream making use of standard call center data. The problematic nature of bursty arrivals in the context of call center co‐sourcing is demonstrated along with an asymptotic result establishing that the problem persists in large call centers. The study then analyzes two peakedness‐based staffing methods: one which is a well known extension of the square root staffing rule and another which makes use of the Hayward approximation principles. Both approaches are simple and enable the vendor to improve its staffing procedure with good accuracy.     

The effects of daily alendronate,daily calcitonin and alendronate every other day on bone mineral density in osteoporotic men

Objectives. Biphosphonates have been widely used in the treatment of osteoporosis, but there is not enough data on their use in men. The aim of this study is to investigate the effects of twelve months' treatment with daily 10 mg alendronate, every other day 10 mg alendronate and daily 200 IU calcitonin on bone mineral density (BMD) in men with osteoporosis.

Materials and methods. 46 men with osteoporosis were randomly allocated to three groups: 15 patients in the first group received daily 10 mg alendronate and calcium (1000 mg/day), 14 patients in the second group used every other day 10 mg alendronate and calcium and 17 patients in the third group were given intranasal salmon calcitonin and calcium. At the baseline, sixth and twelfth months, BMD was measured at lumbar spine (L_2–4), femoral neck and Ward's triangle zone by means of dual energy X-ray absorptiometry (LUNAR).

Results. In daily and every other day alendronate and calcitonin groups there was a significant increase in BMD at lumbar spine (p = 0.004, p = 0.001, p = 0.04), but no difference at the femoral neck (p > 0.05) at the end of twelve months. When the groups were compared with each other, no significant differences in BMD levels at lumbar spine, femoral neck and Ward's triangle were found (p > 0.05).     

Health-life agreement: Conceptualization of a new construct and measurement

Health-life agreement (HLA) is the ability to meet demands in three life domains (i.e. work, family, and self) to the level of personal satisfaction without experiencing emotions that can affect the self or the others negatively. In this study, the authors developed a scale to measure the construct of HLA. The results of the k-means cluster analysis revealed four different profiles of HLA (i.e. harmonious, carefree, exhausted, and nonharmonious). The authors found that harmonious people scored highest in positive outcomes (i.e. health-promoting lifestyle behaviors and life satisfaction) and nonharmonious group scored highest in negative outcomes (i.e. turnover intention and aggression in relationships).     

Are we all equally at home socializing online? Cyberasociality and evidence for an unequal distribution of disdain for digitally-mediated sociality

Online social media are an increasingly important arena of social interaction. This rapid transition to digitally mediated sociality is far from trivial in both the consequences it engenders and the tensions it generates. In this paper, we find that some people do not take as readily to accepting digitally mediated sociality as others, and that this mode of connectivity appears fulfilling and engaging to some while it appears hollow and vacant to others due to variations in a personality disposition which we dub ‘cyberasociality' which was defined as the inability or unwillingness of some people to relate to others via social media as they do when physically present by Tufekci [2010. Who acquires friends through social media and why? Rich get richer versus seek and ye shall find. Proceedings of the fourth international conference on weblogs and social media, Washington, DC]. Using two purposive samples of college students (n?=?410 and n?=?417 completed surveys), we develop a scale to test cyberasociality as a construct. We show that cyberasociality is neither a mere reflection of offline sociability nor a proxy for other well-studied traits such as extraversion or neuroticism, nor a simple reflection of Internet experience or cohort effects. We find that cyberasociality impacts how people use digital social tools more than whether they use them, and that the cyberasocial are less likely to use platforms for digitally mediated social interaction to broaden their social networks or to forge new social ties online while they are equally likely to use digital channels for utilitarian purposes such as coordinating plans or finding out about class assignments. Such differences in dispositions toward online sociality hint toward new wrinkles, advantages and disadvantages for consequences of variations in Internet use.