Alex Roubos, Ger Koole, Raik Stolletz. Service-Level Variability of Inbound Call Centers. Manufacturing & Service Operations Management, 14(3):402-413, 2012. [doi]
@article{RoubosKS12,
title = {Service-Level Variability of Inbound Call Centers},
author = {Alex Roubos and Ger Koole and Raik Stolletz},
year = {2012},
doi = {10.1287/msom.1120.0382},
url = {http://dx.doi.org/10.1287/msom.1120.0382},
researchr = {https://researchr.org/publication/RoubosKS12},
cites = {0},
citedby = {0},
journal = {Manufacturing & Service Operations Management},
volume = {14},
number = {3},
pages = {402-413},
}