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The impact of waiting time guarantees on customers' waiting experiences
Kumar, Piyush, (1997)
To queue or not to queue : equilibrium behavior in queueing systems
Hassin, Refael, (2003)
Customer Herding in Services with Waiting Costs
Veeraraghavan, Senthil K., (2012)
Stochastic models of customer portfolio management in call centers
Jouini, Oualid, (2005)
Operations management of outpatient chemotherapy process : an optimization-oriented comprehensive review
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Queueing models for full-flexible multi-class call centers with real-time anticipated delays
Jouini, Oualid, (2009)