{"id":"https://openalex.org/W644339123","doi":"https://doi.org/10.1007/978-3-319-07001-8_58","title":"The Effects of Customer Misclassification on Cross-Training in Call Centers","display_name":"The Effects of Customer Misclassification on Cross-Training in Call Centers","publication_year":2014,"publication_date":"2014-01-01","ids":{"openalex":"https://openalex.org/W644339123","doi":"https://doi.org/10.1007/978-3-319-07001-8_58","mag":"644339123"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-319-07001-8_58","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-319-07001-8_58","pdf_url":null,"source":{"id":"https://openalex.org/S4210184104","display_name":"Operations research proceedings","issn_l":"0721-5924","issn":["0721-5924","2197-9294"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Operations Research Proceedings","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5032633895","display_name":"Andreas Schwab","orcid":null},"institutions":[{"id":"https://openalex.org/I25974101","display_name":"University of W\u00fcrzburg","ror":"https://ror.org/00fbnyb24","country_code":"DE","type":"education","lineage":["https://openalex.org/I25974101"]}],"countries":["DE"],"is_corresponding":true,"raw_author_name":"Andreas Schwab","raw_affiliation_strings":["Faculty of Economics, Julius-Maximilians-Universit\u00e4t W\u00fcrzburg, Sanderring 2, 97070, W\u00fcrzburg, Germany"],"affiliations":[{"raw_affiliation_string":"Faculty of Economics, Julius-Maximilians-Universit\u00e4t W\u00fcrzburg, Sanderring 2, 97070, W\u00fcrzburg, Germany","institution_ids":["https://openalex.org/I25974101"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5014015351","display_name":"Burak B\u00fcke","orcid":"https://orcid.org/0000-0002-6954-9144"},"institutions":[{"id":"https://openalex.org/I98677209","display_name":"University of Edinburgh","ror":"https://ror.org/01nrxwf90","country_code":"GB","type":"education","lineage":["https://openalex.org/I98677209"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Burak B\u00fcke","raw_affiliation_strings":["School of Mathematics, The University of Edinburgh, James Clerk Maxwell Building, The King\u2019s Buildings, Mayfield Road, Edinburgh, EH9 3JZ, UK"],"affiliations":[{"raw_affiliation_string":"School of Mathematics, The University of Edinburgh, James Clerk Maxwell Building, The King\u2019s Buildings, Mayfield Road, Edinburgh, EH9 3JZ, UK","institution_ids":["https://openalex.org/I98677209"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5032633895"],"corresponding_institution_ids":["https://openalex.org/I25974101"],"apc_list":null,"apc_paid":null,"fwci":0.6544,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.73880389,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"429","last_page":"435"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11959","display_name":"Employment and Welfare Studies","score":0.9139000177383423,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6431949138641357},{"id":"https://openalex.org/keywords/training","display_name":"Training (meteorology)","score":0.6168172955513},{"id":"https://openalex.org/keywords/queueing-theory","display_name":"Queueing theory","score":0.5299516916275024},{"id":"https://openalex.org/keywords/work","display_name":"Work (physics)","score":0.45471855998039246},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.3530937433242798},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.33848103880882263},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.3246988356113434},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.1780858337879181},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1398071050643921}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6431949138641357},{"id":"https://openalex.org/C2777211547","wikidata":"https://www.wikidata.org/wiki/Q17141490","display_name":"Training (meteorology)","level":2,"score":0.6168172955513},{"id":"https://openalex.org/C22684755","wikidata":"https://www.wikidata.org/wiki/Q847526","display_name":"Queueing theory","level":2,"score":0.5299516916275024},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.45471855998039246},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.3530937433242798},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.33848103880882263},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.3246988356113434},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.1780858337879181},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1398071050643921},{"id":"https://openalex.org/C153294291","wikidata":"https://www.wikidata.org/wiki/Q25261","display_name":"Meteorology","level":1,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-319-07001-8_58","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-319-07001-8_58","pdf_url":null,"source":{"id":"https://openalex.org/S4210184104","display_name":"Operations research proceedings","issn_l":"0721-5924","issn":["0721-5924","2197-9294"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Operations Research Proceedings","raw_type":"book-chapter"},{"id":"pmh:oai:RePEc:spr:oprchp:978-3-319-07001-8_58","is_oa":false,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"book"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Reduced inequalities","id":"https://metadata.un.org/sdg/10","score":0.4300000071525574}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":8,"referenced_works":["https://openalex.org/W1546421217","https://openalex.org/W2045657900","https://openalex.org/W2115479890","https://openalex.org/W2118607094","https://openalex.org/W2119338125","https://openalex.org/W2121722108","https://openalex.org/W2140340598","https://openalex.org/W2150041832"],"related_works":["https://openalex.org/W230091440","https://openalex.org/W2233261550","https://openalex.org/W2810751659","https://openalex.org/W258997015","https://openalex.org/W2997094352","https://openalex.org/W3216976533","https://openalex.org/W100620283","https://openalex.org/W2495260952","https://openalex.org/W2995016501","https://openalex.org/W579272104"],"abstract_inverted_index":null,"counts_by_year":[{"year":2017,"cited_by_count":1}],"updated_date":"2026-04-04T16:13:02.066488","created_date":"2025-10-10T00:00:00"}