Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
The Impact of Increased Employee Retention on Performance in a Customer Contact Center
Manufacturing & Service Operations Management
Managing Response Time in a Call-Routing Problem with Service Failure
Operations Research
Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems
Operations Research
The price of anarchy in an exponential multi-server
Operations Research Letters
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