Schikora, Paul F.; Godfrey, Michael R.; Neureuther, Brian D. - In: International Journal of Information Systems in the … 2 (2010) 1, pp. 26-48
Managing customer service is critical for both nonprofit and for-profit dial-up modem Internet service providers. When system operators face excess demand, they can either add capacity or adapt their management techniques to deal with their limited resources—this article considers the...