Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective
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- Ety Zohar & Avishai Mandelbaum & Nahum Shimkin, 2002. "Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support," Management Science, INFORMS, vol. 48(4), pages 566-583, April.
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