Klundert, Joris van de; Wormer, Laurens - In: Manufacturing & Service Operations Management 12 (2010) 4, pp. 627-641
We consider the operational scheduling or dispatching problem of assigning servicemen to service requests that arrive in real time. The objective is to optimize responsiveness, i.e., to minimize waiting in excess of a promised response time. We study how responsiveness is influenced by modeling...