{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,28]],"date-time":"2026-03-28T06:21:45Z","timestamp":1774678905218,"version":"3.50.1"},"reference-count":66,"publisher":"Springer Science and Business Media LLC","issue":"2-4","license":[{"start":{"date-parts":[[2013,4,11]],"date-time":"2013-04-11T00:00:00Z","timestamp":1365638400000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Queueing Syst"],"published-print":{"date-parts":[[2013,11]]},"DOI":"10.1007\/s11134-013-9354-x","type":"journal-article","created":{"date-parts":[[2013,4,10]],"date-time":"2013-04-10T06:55:55Z","timestamp":1365576955000},"page":"115-146","source":"Crossref","is-referenced-by-count":57,"title":["Data-stories about (im)patient customers in tele-queues"],"prefix":"10.1007","volume":"75","author":[{"given":"Avishai","family":"Mandelbaum","sequence":"first","affiliation":[]},{"given":"Sergey","family":"Zeltyn","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2013,4,11]]},"reference":[{"key":"9354_CR1","doi-asserted-by":"crossref","DOI":"10.1007\/978-0-387-68560-1","volume-title":"Survival and Event History Analysis","author":"O Aalen","year":"2008","unstructured":"Aalen, O., Borgan, O., Gjessing, H.: Survival and Event History Analysis. Springer, New York (2008)"},{"issue":"1","key":"9354_CR2","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1214\/ss\/998929473","volume":"16","author":"O Aalen","year":"2001","unstructured":"Aalen, O., Gjessing, H.: Understanding the shape of the hazard rate: a process point of view. Stat. Sci. 16(1), 1\u201322 (2001)","journal-title":"Stat. Sci."},{"key":"9354_CR3","unstructured":"Allon, G., Bassamboo, A., Gurvich, I.: We Will be Right with You: Managing Customers with Vague Promises. Oper. Res. 52:527\u2013545 (2011)"},{"key":"9354_CR4","doi-asserted-by":"crossref","unstructured":"Aksin, Z., Armony, M., Mehrotram, V.: The Modern Call-Center: A Multi-Disciplinary Perspective on Operations Management Research, Production and Operations Management. In: Shanthikumar, G., Yao, D. (eds.) Special Issue on Service Operations in Honor of John Buzacott, vol. 16(6), pp. 655\u2013688 (2007)","DOI":"10.1111\/j.1937-5956.2007.tb00288.x"},{"key":"9354_CR5","unstructured":"Aksin, Z., Ata, B., Emadi, S., Su, C.: Structural Estimation of Callers\u2019 Delay Sensitivity. Working paper (2011)"},{"issue":"3","key":"9354_CR6","doi-asserted-by":"crossref","first-page":"301","DOI":"10.1017\/S0269964808000272","volume":"22","author":"NT Argon","year":"2008","unstructured":"Argon, N.T., Ziya, S., Righter, R.: Scheduling impatient jobs in a clearing system with insights on patient triage in mass-casualty incidents. Probab. Eng. Inf. Sci. 22(3), 301\u2013332 (2008)","journal-title":"Probab. Eng. Inf. Sci."},{"issue":"4","key":"9354_CR7","doi-asserted-by":"crossref","first-page":"527","DOI":"10.1287\/opre.1040.0123","volume":"52","author":"M Armony","year":"2004","unstructured":"Armony, M., Maglaras, C.: Contact centers with a call-back option and real-time delay information. Oper. Res. 52(4), 527\u2013545 (2004)","journal-title":"Oper. Res."},{"issue":"1","key":"9354_CR8","doi-asserted-by":"crossref","first-page":"66","DOI":"10.1287\/opre.1080.0533","volume":"57","author":"M Armony","year":"2009","unstructured":"Armony, M., Shimkin, N., Whitt, W.: The impact of delay announcements in many-server queues with abandonment. Oper. Res. 57(1), 66\u201381 (2009)","journal-title":"Oper. Res."},{"issue":"2","key":"9354_CR9","first-page":"117","volume":"5","author":"P Armstrong","year":"2000","unstructured":"Armstrong, P.: Unrepresentative, invalid and misleading: are waiting times for elective admission wrongly calculated? J. Epidemiol. Biostat. 5(2), 117\u2013123 (2000)","journal-title":"J. Epidemiol. Biostat."},{"issue":"5","key":"9354_CR10","doi-asserted-by":"crossref","first-page":"1427","DOI":"10.1287\/opre.1100.0826","volume":"58","author":"R Atar","year":"2010","unstructured":"Atar, R., Giat, C., Shimkin, N.: The $$c \\mu \/\\theta $$ rule for many-server queues with abandonment. Oper. Res. 58(5), 1427\u20131439 (2010)","journal-title":"Oper. Res."},{"issue":"2","key":"9354_CR11","doi-asserted-by":"crossref","first-page":"490","DOI":"10.1287\/opre.1110.1030","volume":"60","author":"R Atar","year":"2012","unstructured":"Atar, R.: A diffusion regime with nondegenerate slowdown. Oper. Res. 60(2), 490\u2013500 (2012)","journal-title":"Oper. Res."},{"key":"9354_CR12","first-page":"159","volume-title":"Performance \u201981","author":"F Baccelli","year":"1981","unstructured":"Baccelli, F., Hebuterne, G.: On queues with impatient customers. In: Kylstra, F.J. (ed.) Performance \u201981, pp. 159\u2013179. North-Holland Publishing Company, Amsterdam (1981)"},{"issue":"10","key":"9354_CR13","doi-asserted-by":"crossref","first-page":"1668","DOI":"10.1287\/mnsc.1100.1203","volume":"56","author":"A Bassamboo","year":"2010","unstructured":"Bassamboo, A., Randhawa, R., Zeevi, A.: Capacity sizing under parameter uncertainty: safety staffing principles revisited. Manag. Sci. 56(10), 1668\u20131686 (2010)","journal-title":"Manag. Sci."},{"issue":"3","key":"9354_CR14","doi-asserted-by":"crossref","first-page":"714","DOI":"10.1287\/opre.1080.0602","volume":"57","author":"A Bassamboo","year":"2009","unstructured":"Bassamboo, A., Zeevi, A.: On a data-driven method for staffing large call centers. Oper. Res. 57(3), 714\u2013726 (2009)","journal-title":"Oper. Res."},{"issue":"469","key":"9354_CR15","doi-asserted-by":"crossref","first-page":"36","DOI":"10.1198\/016214504000001808","volume":"100","author":"LD Brown","year":"2005","unstructured":"Brown, L.D., Gans, N., Mandelbaum, A., Sakov, A., Shen, H., Zeltyn, S., Zhao, L.: Statistical analysis of a telephone call center: a queueing science perspective. J. Am. Stat. Assoc. 100(469), 36\u201350 (2005)","journal-title":"J. Am. Stat. Assoc."},{"key":"9354_CR16","doi-asserted-by":"crossref","unstructured":"Buckheit, J., Donoho, D.L.: Wavelab and reproducible research. In: Antoniadis, A. (ed.) Wavelets and Statistics, pp. 55\u201381. Springer New York (1995)","DOI":"10.1007\/978-1-4612-2544-7_5"},{"key":"9354_CR17","volume-title":"Analysis of Survival Data","author":"DR Cox","year":"1984","unstructured":"Cox, D.R., Oakes, D.: Analysis of Survival Data. Chapman and Hall, London (1984)"},{"issue":"3","key":"9354_CR18","first-page":"385","volume":"11","author":"DL Donoho","year":"2010","unstructured":"Donoho, D.L.: An invitation to reproducible computational research. Oxf. J. 11(3), 385\u2013388 (2010)","journal-title":"Oxf. J."},{"key":"9354_CR19","unstructured":"Feigin, P.D.: Analysis of Customer Patience in a Bank Call Center. Working paper (2006)"},{"issue":"2","key":"9354_CR20","doi-asserted-by":"crossref","first-page":"324","DOI":"10.1287\/mnsc.1070.0821","volume":"54","author":"Z Feldman","year":"2008","unstructured":"Feldman, Z., Mandelbaum, A., Massey, W., Whitt, W.: Staffing of time-varying queues to achieve time-stable performance. Manag. Sci. 54(2), 324\u2013338 (2008)","journal-title":"Manag. Sci."},{"issue":"3","key":"9354_CR21","doi-asserted-by":"crossref","first-page":"397","DOI":"10.1016\/S0736-4679(97)00030-9","volume":"15","author":"CMB Fernandes","year":"1997","unstructured":"Fernandes, C.M.B., Price, A., Christenson, J.M.: Does reduced length of stay decrease the number of emergency department patients who leave without seeing a physician? J. Emerg. Med. 15(3), 397\u2013399 (1997)","journal-title":"J. Emerg. Med."},{"issue":"2","key":"9354_CR22","doi-asserted-by":"crossref","first-page":"79","DOI":"10.1287\/msom.5.2.79.16071","volume":"5","author":"N Gans","year":"2003","unstructured":"Gans, N., Koole, G., Mandelbaum, A.: Telephone call centers: a tutorial and literature review. Invited review paper. Manuf. Serv. Oper. Manag. 5(2), 79\u2013141 (2003)","journal-title":"Manuf. Serv. Oper. Manag."},{"key":"9354_CR23","doi-asserted-by":"crossref","first-page":"208","DOI":"10.1287\/msom.4.3.208.7753","volume":"4","author":"O Garnett","year":"2002","unstructured":"Garnett, O., Mandelbaum, A., Reiman, M.: Designing a telephone call-center with impatient customers. Manuf. Serv. Oper. Manag. 4, 208\u2013227 (2002)","journal-title":"Manuf. Serv. Oper. Manag."},{"issue":"1","key":"9354_CR24","doi-asserted-by":"crossref","first-page":"13","DOI":"10.1111\/j.1937-5956.2007.tb00164.x","volume":"16","author":"LV Green","year":"2007","unstructured":"Green, L.V., Kolesar, P.J., Whitt, W.: Coping with time-varying demand when setting staffing requirements for a service system. Prod. Oper. Manag. 16(1), 13\u201339 (2007)","journal-title":"Prod. Oper. Manag."},{"key":"9354_CR25","unstructured":"Gurvich, I., Huang, J., Mandelbaum, A.: Excursion-based universal approximations for the Erlang-A queue in steady-state. http:\/\/www.kellogg.northwestern.edu\/faculty\/gurvich\/personal\/ErlangExcursions.pdf (2012). Accessed 20 March 2013"},{"key":"9354_CR26","doi-asserted-by":"crossref","first-page":"567","DOI":"10.1287\/opre.29.3.567","volume":"29","author":"S Halfin","year":"1981","unstructured":"Halfin, S., Whitt, W.: Heavy-traffic limits for queues with many exponential servers. Oper. Res. 29, 567\u2013588 (1981)","journal-title":"Oper. Res."},{"issue":"7","key":"9354_CR27","doi-asserted-by":"crossref","first-page":"767","DOI":"10.1053\/ajem.2000.18075","volume":"18","author":"D Hobbs","year":"2000","unstructured":"Hobbs, D., Kunzman, S.C., Tandberg, D., Sklar, D.: Hospital factors associated with emergency center patients leaving without being seen. Am. J. Emerg. Med. 18(7), 767\u2013772 (2000)","journal-title":"Am. J. Emerg. Med."},{"key":"9354_CR28","unstructured":"Ishay, E.: Fitting phase-type distributions to data from a telephone call center. M.Sc. Thesis, Technion (2002). http:\/\/ie.technion.ac.il\/serveng\/References\/Thesis.pdf"},{"key":"9354_CR29","unstructured":"Jouini, O., Koole, G., Roubos, A.: Performance Indicators for Call Centers with Impatience. Submitted for publication (2011)"},{"issue":"2","key":"9354_CR30","first-page":"44","volume":"32","author":"KL Katz","year":"1991","unstructured":"Katz, K.L., Larson, B.M., Larson, R.C.: Prescription for the waiting-in-line blues: entertain, enlighten, and engage. Sloan Manag. Rev. 32(2), 44\u201353 (1991)","journal-title":"Sloan Manag. Rev."},{"issue":"3","key":"9354_CR31","doi-asserted-by":"crossref","first-page":"215","DOI":"10.1007\/s11134-010-9193-y","volume":"66","author":"P Khudyakov","year":"2010","unstructured":"Khudyakov, P., Feigin, P., Mandelbaum, A.: Designing a call center with an IVR (interactive voice response). Queue. Syst. 66(3), 215\u2013237 (2010)","journal-title":"Queue. Syst."},{"key":"9354_CR32","unstructured":"Khudyakov, P., Gorfine, M., Feigin, P.D.: Test for Equality of Baseline Hazard Functions for Correlated Survival Data using Frailty Models. Submitted for publication (2010)"},{"key":"9354_CR33","doi-asserted-by":"crossref","unstructured":"Kim, J., Ward, A.R.: Dynamic Scheduling of a GI\/GI\/1+GI Queue with Two Customer Classes. Submitted for publication (2012)","DOI":"10.1007\/s11134-012-9325-7"},{"key":"9354_CR34","unstructured":"Kort, B.W.: Models and methods for evaluating customer acceptance oftelephone connections. In: Proceedings of IEEE GLOBECOM 83, San Diego. IEEE, New York, pp. 706-714 (1983)"},{"key":"9354_CR35","doi-asserted-by":"crossref","unstructured":"Liu, Y., Whitt, W., Stabilizing customer abandonment in many-server queues with time-varying arrivals. Oper. Res. 60(6), 1551\u20131564 (2012)","DOI":"10.1287\/opre.1120.1104"},{"key":"9354_CR36","unstructured":"Maman, S.: Uncertainty in the demand for service: the case of call centers and emergency departments. M.Sc. Thesis, Technion (2009). http:\/\/iew3.technion.ac.il\/serveng\/References\/Thesis_Shimrit.pdf"},{"key":"9354_CR37","doi-asserted-by":"crossref","first-page":"149","DOI":"10.1023\/A:1019112920622","volume":"30","author":"A Mandelbaum","year":"1998","unstructured":"Mandelbaum, A., Massey, W.A., Reiman, M.: Strong approximations for Markovian service networks. Queue. Syst. Theory Appl. 30, 149\u2013201 (1998)","journal-title":"Queue. Syst. Theory Appl."},{"key":"9354_CR38","doi-asserted-by":"crossref","first-page":"141","DOI":"10.1023\/A:1019131203242","volume":"36","author":"A Mandelbaum","year":"2000","unstructured":"Mandelbaum, A., Shimkin, N.: A model for rational abandonments from invisible queues. Queue. Syst. Theory Appl. 36, 141\u2013173 (2000)","journal-title":"Queue. Syst. Theory Appl."},{"key":"9354_CR39","unstructured":"Mandelbaum, A., Plonsky, O., Zeltyn, Z.: Validation of Erlang-A Model on Call Center Data. Working paper (2012)"},{"key":"9354_CR40","unstructured":"Mandelbaum, A., Sakov, A., Zeltyn, S.: Empirical Analysis of a Call Center. Technical report, Technion (2000). http:\/\/ie.technion.ac.il\/serveng\/References\/ccdata.pdf . Accessed 20 March 2013"},{"key":"9354_CR41","doi-asserted-by":"crossref","first-page":"17","DOI":"10.1007\/978-3-540-29860-1_2","volume-title":"Advances in services innovations","author":"A Mandelbaum","year":"2007","unstructured":"Mandelbaum, A., Zeltyn, S.: Service engineering in action: the palm\/Erlang-A queue, with applications to call centers. In: Spath, D., F\u00e4hnrich, K.-P. (eds.) Advances in services innovations, pp. 17\u201348. Springer, New York (2007)"},{"issue":"5","key":"9354_CR42","doi-asserted-by":"crossref","first-page":"1189","DOI":"10.1287\/opre.1080.0651","volume":"57","author":"A Mandelbaum","year":"2009","unstructured":"Mandelbaum, A., Zeltyn, S.: Staffing many-server queues with impatient customers: constraint satisfaction in call centers. Oper. Res. 57(5), 1189\u20131205 (2009)","journal-title":"Oper. Res."},{"key":"9354_CR43","unstructured":"Mandelbaum, A., Zeltyn, S.: The M\/M\/n+G Queue: Summary of Performance Measures (2009). http:\/\/ie.technion.ac.il\/serveng\/References\/MMNG_formulae.pdf . Accessed 20 March 2013"},{"key":"9354_CR44","unstructured":"Mills, A.F., Argon, N., Ziya, S.: Resource-based patient prioritization in mass-casualty incidents. Manuf. & Serv. Oper. Manag. (2011). http:\/\/msom.journal.informs.org\/content\/early\/2013\/01\/28\/msom.1120.0426.abstract"},{"issue":"2","key":"9354_CR45","doi-asserted-by":"crossref","first-page":"511","DOI":"10.1037\/0021-9010.92.2.511","volume":"92","author":"N Munichor","year":"2007","unstructured":"Munichor, N., Rafaeli, A.: Numbers or apologies? Customer reactions to telephone waiting time fillers. J. Appl. Psychol. 92(2), 511\u2013518 (2007)","journal-title":"J. Appl. Psychol."},{"key":"9354_CR46","unstructured":"Nadjharov, E., Trofimov, V., Gavako, I., Mandelbaum, A.: Bank Call Center EDA via SEEStat 3.0 to Reproduce \u201cData-Stories about (Im)Patient Customers in Tele-Queues\u201d. Technical report (2013). http:\/\/iew3.technion.ac.il\/serveng\/References\/reproducing_impatience_data_stories.docx . Accessed 20 March 2013"},{"key":"9354_CR47","first-page":"189","volume":"4","author":"C Palm","year":"1953","unstructured":"Palm, C.: Methods of judging the annoyance caused by congestion. Tele 4, 189\u2013208 (1953)","journal-title":"Tele"},{"key":"9354_CR48","unstructured":"Palm, C.: Research on Telephone Traffic Carried by Full Availability Groups, Tele, 1(107) pp. (English translation of results first published in 1946 in Swedish in the same journal, which was then entitled Tekniska Meddelanden fran Kungl. Telegrafstyrelsen.) (1957)"},{"issue":"4","key":"9354_CR49","doi-asserted-by":"crossref","first-page":"981","DOI":"10.1287\/opre.1120.1069","volume":"60","author":"JE Reed","year":"2012","unstructured":"Reed, J.E., Tezcan, T.: Hazard rate scaling of the abandonment distribution for the GI\/M\/n+GI queue in heavy traffic. Oper. Res. 60(4), 981\u2013995 (2012)","journal-title":"Oper. Res."},{"key":"9354_CR50","unstructured":"Reich, M.: The Workload Process: Modelling, Inference and Applications. M.Sc. Thesis, Technion (2011). http:\/\/iew3.technion.ac.il\/serveng\/References\/Michael_Reich_Thesis_withlinks.pdf"},{"key":"9354_CR51","unstructured":"Reich, M., Mandelbaum, A., Ritov, Y.: On the Relation Between (Im)Patience and Service Durations in Call Centers. In: Progress (2012)"},{"issue":"3\u20134","key":"9354_CR52","doi-asserted-by":"crossref","first-page":"113","DOI":"10.1007\/BF03000399","volume":"35","author":"JW Roberts","year":"1980","unstructured":"Roberts, J.W.: Recent observations of subscriber behavior. Ann. Telecommun. 35(3\u20134), 113\u2013124 (1980)","journal-title":"Ann. Telecommun."},{"key":"9354_CR53","unstructured":"SEE: Website of the Technion\u2019s \u201cService Enterprise Engineering\u201d Research Center, http:\/\/ie.technion.ac.il\/Labs\/Serveng\/ . Accessed 20 March 2013"},{"key":"9354_CR54","volume-title":"Analysis of Waiting-Time Data in Health Services Research","author":"B Sobolev","year":"2007","unstructured":"Sobolev, B., Kuramoto, L.: Analysis of Waiting-Time Data in Health Services Research. Springer, New York (2007)"},{"key":"9354_CR55","doi-asserted-by":"crossref","first-page":"91","DOI":"10.1007\/BF02578926","volume":"12","author":"R Srinivasan","year":"2004","unstructured":"Srinivasan, R., Talim, J., Wang, J.: Performance analysis of a call center with interacting voice response units. TOP 12, 91\u2013110 (2004)","journal-title":"TOP"},{"key":"9354_CR56","doi-asserted-by":"crossref","first-page":"305","DOI":"10.1017\/S0269964809000187","volume":"23","author":"SG Steckley","year":"2009","unstructured":"Steckley, S.G., Henderson, S.G., Mehrotra, V.: Forecast errors in service systems. Probab. Eng. Inf. Sci. 23, 305\u2013332 (2009)","journal-title":"Probab. Eng. Inf. Sci."},{"key":"9354_CR57","unstructured":"Tezcan, T., Behzad, B.: Robust design and control of call centers with flexible IVR systems. Manuf. & Serv. Oper. Manag. 14(3), 386\u2013401 (2012)."},{"key":"9354_CR58","volume-title":"Exploratory Data Analysis","author":"JW Tukey","year":"1977","unstructured":"Tukey, J.W.: Exploratory Data Analysis. Addison Wesley, New York (1977)"},{"key":"9354_CR59","unstructured":"Trofimov, V., Feigin, P.D., Mandelbaum, A., Ishay, E., Nadjharov, E.: DATA Model for Call Center Analysis: Model Description and Introduction to User Interface. Technion, Israeli Institute of Technology, Technical Report (2006). http:\/\/ie.technion.ac.il\/Labs\/Serveng . Accessed 20 March 2013"},{"issue":"4","key":"9354_CR60","doi-asserted-by":"crossref","first-page":"371","DOI":"10.1007\/s11134-005-3282-3","volume":"50","author":"AR Ward","year":"2005","unstructured":"Ward, A.R., Glynn, P.W.: A diffusion approximation for a GI\/GI\/1 queue with balking or reneging. Queue. Syst. Theory Appl. 50(4), 371\u2013400 (2005)","journal-title":"Queue. Syst. Theory Appl."},{"issue":"10","key":"9354_CR61","doi-asserted-by":"crossref","first-page":"1449","DOI":"10.1287\/mnsc.1040.0279","volume":"50","author":"W Whitt","year":"2004","unstructured":"Whitt, W.: Efficiency-driven heavy-traffic approximations for many-server queues with abandonments. Manag. Sci. 50(10), 1449\u20131461 (2004)","journal-title":"Manag. Sci."},{"issue":"1","key":"9354_CR62","first-page":"1","volume":"16","author":"AR Ward","year":"2011","unstructured":"Ward, A.R.: Asymptotic analysis of queueing systems with reneging: a survey of results for FIFO, single class models. Surv. Oper. Res. Manag. Sci. 16(1), 1\u201314 (2011)","journal-title":"Surv. Oper. Res. Manag. Sci."},{"key":"9354_CR63","unstructured":"Yuviler, N.: Modeling and Designing an IVR via Phase Type Distributions. M. Sc. Research Proposal, Technion (2011). http:\/\/iew3.technion.ac.il\/serveng\/References"},{"key":"9354_CR64","doi-asserted-by":"crossref","first-page":"361","DOI":"10.1007\/s11134-005-3699-8","volume":"51","author":"S Zeltyn","year":"2005","unstructured":"Zeltyn, S., Mandelbaum, A.: Call centers with impatient customers: many-server asymptotics of the M\/M\/n+G queue. Queue. Syst. Theory Appl. 51, 361\u2013402 (2005)","journal-title":"Queue. Syst. Theory Appl."},{"issue":"2","key":"9354_CR65","doi-asserted-by":"crossref","first-page":"461","DOI":"10.1287\/opre.1110.1016","volume":"60","author":"B Zhang","year":"2012","unstructured":"Zhang, B., van Leeuwaarden, L.S.H., Zwart, B.: Staffing call centers with impatient customers: refinements to many-server asymptotics. Oper. Res. 60(2), 461\u2013474 (2012)","journal-title":"Oper. Res."},{"key":"9354_CR66","unstructured":"Zohar, E., Mandelbaum, A., Shimkin, N.: Adaptive behavior of impatient customers in tele-queues: theory and empirical support. Manag. Sci. 48(4), 566\u2013583 (2002). Appendix available through the Extended version in http:\/\/webee.technion.ac.il\/people\/shimkin\/publications.html"}],"container-title":["Queueing Systems"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s11134-013-9354-x.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/article\/10.1007\/s11134-013-9354-x\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s11134-013-9354-x","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,2,13]],"date-time":"2022-02-13T12:43:00Z","timestamp":1644756180000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/s11134-013-9354-x"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2013,4,11]]},"references-count":66,"journal-issue":{"issue":"2-4","published-print":{"date-parts":[[2013,11]]}},"alternative-id":["9354"],"URL":"https:\/\/doi.org\/10.1007\/s11134-013-9354-x","relation":{},"ISSN":["0257-0130","1572-9443"],"issn-type":[{"value":"0257-0130","type":"print"},{"value":"1572-9443","type":"electronic"}],"subject":[],"published":{"date-parts":[[2013,4,11]]}}}