1 한국콜센터산업정보연구소, "콜센터산업통계보고서"
2 정기주, "콜센터 성과의 영향요인에 관한 연구" 7 (7): 101-111, 2004
3 지식경제부 기술표준원, "서비스산업에도 KS인증 실시"
4 한국생산성본부, "생산성 국제비교"
5 김진한, "부분 효율성 정보를 이용한 DEA 모형의 투입․산출요소 선정에 관한 연구" 23 (23): 75-90, 1998
6 Nunamaker, T.R., "Using data envelopment analysis to measure the efficiency of nonprofit organizations: A critical evaluation" 6 (6): 50-58, 1985
7 McKinsey Global Institute, "U.S. Productivity after the Dot-Com Bust" //www.mckinsey.com/mgi/publications/ us_productivity.asp
8 Anton, J., "The past, present, and future of customer access centers" 11 : 120-130, 2000
9 Banker, R.D., "Some models for estimating technical and scale inefficiencies in data envelopment analysis" 30 (30): 1078-1092, 1984
10 Zhu, J., "Quantitative Models for Performance Evaluation and Benchmarking: Data Envelopment Analysis with Spreadsheets and DEA Excel Solver" Kluwer Academic Publishers 2003
1 한국콜센터산업정보연구소, "콜센터산업통계보고서"
2 정기주, "콜센터 성과의 영향요인에 관한 연구" 7 (7): 101-111, 2004
3 지식경제부 기술표준원, "서비스산업에도 KS인증 실시"
4 한국생산성본부, "생산성 국제비교"
5 김진한, "부분 효율성 정보를 이용한 DEA 모형의 투입․산출요소 선정에 관한 연구" 23 (23): 75-90, 1998
6 Nunamaker, T.R., "Using data envelopment analysis to measure the efficiency of nonprofit organizations: A critical evaluation" 6 (6): 50-58, 1985
7 McKinsey Global Institute, "U.S. Productivity after the Dot-Com Bust" //www.mckinsey.com/mgi/publications/ us_productivity.asp
8 Anton, J., "The past, present, and future of customer access centers" 11 : 120-130, 2000
9 Banker, R.D., "Some models for estimating technical and scale inefficiencies in data envelopment analysis" 30 (30): 1078-1092, 1984
10 Zhu, J., "Quantitative Models for Performance Evaluation and Benchmarking: Data Envelopment Analysis with Spreadsheets and DEA Excel Solver" Kluwer Academic Publishers 2003
11 Feinberg, R.A., "Operational determinants of caller satisfaction in the call center" 11 (11): 131-141, 2000
12 Feinberg, R.A., "Operational determinants of caller satisfaction in the banking/financial services call center" 20 (20): 174-180, 2002
13 Charnes, A., "Measuring the efficiency of decision making units" 2 (2): 429-444, 1978
14 산업자원부 기술표준원, "KS A 0976-1 콜센터 서비스"
15 Epstein, M.K., "Data envelopment analysis for managerial control and diagnosis" 20 : 90-119, 1989
16 Cooper, W.W., "Data Envelopment Analysis: A Comprehensive Text with Models, Applications, References, and DEA-Solver Software" Kluwer Academic Publishers 2000
17 박만희, "DEA 효율성 및 Malmquist 생산성 분석시스템 개발" 한국생산성학회 22 (22): 241-265, 2008
18 이경재, "DEA 모형을 활용한 인터넷 기업의 효율성 평가" 대한경영학회 20 (20): 109-136, 2007
19 Barr, R.S., "DEA Software Tools and Technology: A State-of-the-Art Survey, in Handbook on Data Envelopment Analysis" Kluwer Academic Publishers 539-566, 2004
20 Nyhan, R.C,, "Comparative performance measurement: a primer on data envelopment analysis" 22 (22): 348-364, 1999
21 Anton, J., "Callcenter Management by the Number" Ichor Business Book 1997
22 소순후, "CRM 콜센터의 운영성과모형에 관한 실증연구" 한국경영공학회 13 (13): 73-84, 2008
23 재정경제부, "Beyond Manufacturing: 우리 경제의 미래 서비스산업에서 찾는다"
24 Boussofiane, A., "Applied Data Envelopment Analysis" 52 : 1-15, 1991
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