Operations Research Letters
Call center pooling; Square-root safety staffing rule; Cooperative game; Shapley value
We construct a cooperative staffing game to investigate how to fairly allocate a reduced number of staff among multiple call centers that pool (centralize) their capacities. We show that this game is essential and submodular, and, thereby, convex with a non-empty core. We also propose a neat Shapley value-characterized staff-allocation rule, which exists in the core of the game.
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Accepted Author Manuscript
Guo, P., Leng, M., & Wang, Y. (2013). A fair staff allocation rule for the capacity pooling of multiple call centers. Operations Research Letters, 41(5), 490-493. doi: 10.1016/j.orl.2013.06.005