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By Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor Dr.-Ing. Dieter Spath, Professor Dr.-Ing. habil. Dipl.-Math. Klaus-Peter Fähnrich (eds.)

ISBN-10: 3540298584

ISBN-13: 9783540298588

ISBN-10: 3540298606

ISBN-13: 9783540298601

The publication files the cutting-edge in providers technological know-how. It combines contributions in provider Engineering, provider administration and repair advertising and is helping to advance a roadmap for destiny R & D actions in those fields. The publication is written for researchers in engineering and management.

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Extra resources for Advances in Services Innovations

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Re-Organising Service Work. Ashgate Publishing Limited, pp 42-62 Bassamboo A, Harrison JM, Zeevi A (2004) Design and control of a large call center: Asymptotic analysis of an LP-based method. Submitted for publication Bittner S, Schietinger M, Schroth J, Weinkopf C (2002) Call centres in Germany: Employment, training and job design. In: Holtgrewe U, Kerst C, Shire K (eds), ReOrganising Service Work. Ashgate Publishing Limited, pp 63-85 Borst S, Mandelbaum A, Reiman M (2004) Dimensioning large call centers.

Whitt W (2004) Fluid models for many-server queues with abandonments. To appear in Operations Research 38. Whitt W (2004) Staffing a call center with uncertain arrival rate and absenteeism. Submitted to Management Science 39. Whitt W (2004) Sensitivity of performance in the Erlang A model to changes in the model parameters. Submitted to Operations Research 40. Whitt W (2005) Engineering solution of a basic call-center model. Management Science 51 (2): 221-235 41. Whitt W (2005) Two fluid approximations for multi-server queues with abandonments.

High-valued customers or emergency phones). Major performance measures (delay probability, fraction abandoning, average wait) vanish here at an exponential rate in n. Remark. Above, we considered steady-state performance measures. Processlimit results for the number-in-system process L = {L(t), t t 0} are available for the QED and ED regimes in Garnett et al. [18] and Whitt [37], respectively. 1 Erlang-A performance measures: comparison against real data We now validate the Erlang-A model against the hourly data for the Israeli bank call center, already used for the example in Section 4.

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Advances in Services Innovations by Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor Dr.-Ing. Dieter Spath, Professor Dr.-Ing. habil. Dipl.-Math. Klaus-Peter Fähnrich (eds.)

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