Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers-Reference-Cited by-同舟云学术

Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers

Published: Issue: Volume: Page:17-45
ISSN:
Container-title:Advances in Services Innovations
language:
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Author:

Mandelbaum Avishai,Zeltyn Sergey

Publisher

Springer Berlin Heidelberg

Link

http://link.springer.com/content/pdf/10.1007/978-3-540-29860-1_2.pdf

Reference44 articles.

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3. Armony M, Mandelbaum A (2004) Design, staffing and control of large service systems: The case of a single customer class and multiple server types. Working paper, available at http://iew3.technion.ac.il/serveng/References/references.html

4. Armony M, Gurvich I, Mandelbaum A (2004) Staffing and control of large-scale service systems with multiple customer classes and fully flexible servers. Working paper, available at http://iew3.technion.ac.il/serveng/References/references.html

5. Bain P, Taylor P (2002) Consolidation, ‘Cowboys’ and the developing employment relationship in British, Dutch and US call centres. In: Holtgrewe U, Kerst C, Shire K (eds.), Re-Organising Service Work. Ashgate Publishing Limited, pp 42–62

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