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For instance, workflows may need to deal with sudden spikes in customer demand due to a variety of events such as promotional deals, product launches, major news, or natural disasters. Escalation strategies can be incorporated into the design of a workflow so that it can cope with sudden spikes in the number of service requests while mitigating the effects of missed deadlines. In this article, we propose a method for evaluating escalation strategies using simulation technology. The effectiveness of the proposed method is demonstrated on a workflow from an insurance company. <\/jats:p>","DOI":"10.1177\/1063293x13516965","type":"journal-article","created":{"date-parts":[[2013,12,31]],"date-time":"2013-12-31T01:35:57Z","timestamp":1388453757000},"page":"77-88","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":2,"title":["Evaluation of trade-offs between workflow escalation strategies"],"prefix":"10.1177","volume":"22","author":[{"given":"Yain-Whar","family":"Si","sequence":"first","affiliation":[{"name":"Department of Computer and Information Science, University of Macau, Macau, China"}]},{"given":"Marlon","family":"Dumas","sequence":"additional","affiliation":[{"name":"Institute of Computer Science, University of Tartu, Tartu, Estonia"}]},{"given":"Ka-Leong","family":"Chan","sequence":"additional","affiliation":[{"name":"Department of Computer and Information Science, University of Macau, Macau, China"}]}],"member":"179","published-online":{"date-parts":[[2013,12,29]]},"reference":[{"key":"bibr1-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1023\/A:1014048800604"},{"key":"bibr2-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1109\/ICEBE.2009.20"},{"key":"bibr3-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1145\/1368088.1368108"},{"volume-title":"CPN Tools Home Page","year":"2013","author":"CPN Group","key":"bibr4-1063293X13516965"},{"key":"bibr5-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1007\/3-540-48738-7_22"},{"key":"bibr6-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1109\/ICDE.2000.839386"},{"key":"bibr7-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1108\/14637150410567857"},{"key":"bibr8-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1109\/TSMCA.2003.819490"},{"key":"bibr9-1063293X13516965","first-page":"25","volume-title":"Proceedings of the workshop on databases: active and real-time (DART)","author":"Panagos E","year":"1996"},{"key":"bibr10-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-58908-9_6"},{"key":"bibr11-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1177\/1063293X04042471"},{"key":"bibr12-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1016\/S0164-1212(01)00039-5"},{"key":"bibr13-1063293X13516965","first-page":"2203","volume-title":"Proceedings of the 39th conference on winter simulation","author":"Tan Y","year":"2007"},{"key":"bibr14-1063293X13516965","doi-asserted-by":"publisher","DOI":"10.1016\/j.dss.2006.11.005"}],"container-title":["Concurrent Engineering"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/1063293X13516965","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/full-xml\/10.1177\/1063293X13516965","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/1063293X13516965","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,3,1]],"date-time":"2025-03-01T17:37:51Z","timestamp":1740850671000},"score":1,"resource":{"primary":{"URL":"https:\/\/journals.sagepub.com\/doi\/10.1177\/1063293X13516965"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2013,12,29]]},"references-count":14,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2014,3]]}},"alternative-id":["10.1177\/1063293X13516965"],"URL":"https:\/\/doi.org\/10.1177\/1063293x13516965","relation":{},"ISSN":["1063-293X","1531-2003"],"issn-type":[{"type":"print","value":"1063-293X"},{"type":"electronic","value":"1531-2003"}],"subject":[],"published":{"date-parts":[[2013,12,29]]}}}