{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,5,30]],"date-time":"2025-05-30T15:06:04Z","timestamp":1748617564961},"publisher-location":"Berlin, Heidelberg","reference-count":10,"publisher":"Springer Berlin Heidelberg","isbn-type":[{"type":"print","value":"9783540242741"},{"type":"electronic","value":"9783540276791"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2005]]},"DOI":"10.1007\/3-540-27679-3_8","type":"book-chapter","created":{"date-parts":[[2005,12,31]],"date-time":"2005-12-31T00:44:25Z","timestamp":1135989865000},"page":"59-66","source":"Crossref","is-referenced-by-count":1,"title":["Stochastic Models of Customer Portfolio Management in Call Centers"],"prefix":"10.1007","author":[{"given":"Oualid","family":"Jouini","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Yves","family":"Dallery","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Rabie","family":"Nait-Abdallah","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","reference":[{"key":"8_CR1","doi-asserted-by":"crossref","first-page":"73","DOI":"10.1287\/msom.5.2.79.16071","volume":"5","author":"N. Gans","year":"2003","unstructured":"Gans N., Koole G., Mandelbaum A. (2003) Telephone Call Centers: Tutorial, Review, and Research Prospects. Manufacturing & Service Operations Management. 5, 73\u2013141","journal-title":"Manufacturing & Service Operations Management"},{"key":"8_CR2","unstructured":"Kleinrock L. (1976) Queueing Systems, Computer Applications. A Wiley-Interscience Publication. Vol II"},{"key":"8_CR3","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1002\/j.1538-7305.1981.tb00221.x","volume":"60","author":"B. Smith","year":"1981","unstructured":"Smith B., Donald R., Whitt W. (1981) Resource Sharing for Efficiency in Traffic Systems. Bell System Technical Journal. 60, 39\u201355","journal-title":"Bell System Technical Journal"},{"key":"8_CR4","doi-asserted-by":"crossref","first-page":"906","DOI":"10.1287\/opre.35.6.906","volume":"35","author":"M. H. Rothkoph","year":"1987","unstructured":"Rothkoph M. H., Rech P. (1987) Perspectives on Queues: Combining Queues is not Always Beneficial. Operations Research. 35, 906\u2013909","journal-title":"Operations Research"},{"key":"8_CR5","doi-asserted-by":"publisher","first-page":"708","DOI":"10.1287\/mnsc.38.5.708","volume":"38","author":"W. Whitt","year":"1992","unstructured":"Whitt W. (1992) Understanding the efficiency of multi-server service systems. Management Science. 38, 708\u2013723","journal-title":"Management Science"},{"key":"8_CR6","doi-asserted-by":"crossref","first-page":"1579","DOI":"10.1287\/mnsc.45.11.1579","volume":"45","author":"W. Whitt","year":"1999","unstructured":"Whitt W. (1999) Partitioning Customers into Service Groups. Management Science. 45, 1579\u20131592","journal-title":"Management Science"},{"key":"8_CR7","unstructured":"Whitt, W. (2002) Stochastic models for the design and management of customer contact centers: Some research directions. Department of Industrial Engineering and Operations Research, Columbia University"},{"key":"8_CR8","unstructured":"Fischer M., Garbin D. et al. (1999) Traffic engineering of distributed call centers: Not as straight forward as it may seem. Mitretek Systems"},{"key":"8_CR9","doi-asserted-by":"publisher","first-page":"179","DOI":"10.1287\/msom.5.3.179.16032","volume":"5","author":"J. Boudreau","year":"2003","unstructured":"Boudreau J., Hopp W. et al. (2003). On the interface between operations and human ressources management. Manufacturing & Service Operations Management. 5, 179\u2013202","journal-title":"Manufacturing & Service Operations Management"},{"key":"8_CR10","doi-asserted-by":"crossref","first-page":"257","DOI":"10.1080\/15326348508807014","volume":"1","author":"O. Kella","year":"1985","unstructured":"Kella O., Yechiali U. (1985) Waiting times in the non-preemptive priority M\/M\/C queue. Stochastic models. 1, 257\u2013262","journal-title":"Stochastic models"}],"container-title":["Operations Research Proceedings","Operations Research Proceedings 2004"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/3-540-27679-3_8","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,1,21]],"date-time":"2019-01-21T15:11:33Z","timestamp":1548083493000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/3-540-27679-3_8"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2005]]},"ISBN":["9783540242741","9783540276791"],"references-count":10,"URL":"https:\/\/doi.org\/10.1007\/3-540-27679-3_8","relation":{},"ISSN":["0721-5924"],"issn-type":[{"type":"print","value":"0721-5924"}],"subject":[],"published":{"date-parts":[[2005]]}}}