{"id":"https://openalex.org/W2013572529","doi":"https://doi.org/10.1016/s0377-2217(02)00274-6","title":"Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center","display_name":"Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center","publication_year":2003,"publication_date":"2003-03-04","ids":{"openalex":"https://openalex.org/W2013572529","doi":"https://doi.org/10.1016/s0377-2217(02)00274-6","mag":"2013572529"},"language":"en","primary_location":{"id":"doi:10.1016/s0377-2217(02)00274-6","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s0377-2217(02)00274-6","pdf_url":null,"source":{"id":"https://openalex.org/S103321696","display_name":"European Journal of Operational Research","issn_l":"0377-2217","issn":["0377-2217","1872-6860"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Journal of Operational Research","raw_type":"journal-article"},"type":"article","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/A5045210513","display_name":"O. Zeynep Ak\u015fin","orcid":"https://orcid.org/0000-0002-8892-9601"},"institutions":[{"id":"https://openalex.org/I102272798","display_name":"INSEAD","ror":"https://ror.org/00ghzk478","country_code":"FR","type":"education","lineage":["https://openalex.org/I102272798"]}],"countries":["FR"],"is_corresponding":true,"raw_author_name":"O.Zeynep Ak\u015fin","raw_affiliation_strings":["Technology Management Area, INSEAD, Boulevard de Constance, 77305 Fontainebleau Cedex, France","Technology Management Area, INSEAD, Boulevard de Constance, 77305 Fontainebleau Cedex, France#TAB#"],"affiliations":[{"raw_affiliation_string":"Technology Management Area, INSEAD, Boulevard de Constance, 77305 Fontainebleau Cedex, France","institution_ids":["https://openalex.org/I102272798"]},{"raw_affiliation_string":"Technology Management Area, INSEAD, Boulevard de Constance, 77305 Fontainebleau Cedex, France#TAB#","institution_ids":["https://openalex.org/I102272798"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5019512091","display_name":"Patrick T. Harker","orcid":null},"institutions":[{"id":"https://openalex.org/I79576946","display_name":"University of Pennsylvania","ror":"https://ror.org/00b30xv10","country_code":"US","type":"education","lineage":["https://openalex.org/I79576946"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Patrick T. Harker","raw_affiliation_strings":["Department of Operations and Information Management, The Wharton School, University of Pennsylvania, Philadelphia, PA 19104-6366, USA"],"affiliations":[{"raw_affiliation_string":"Department of Operations and Information Management, The Wharton School, University of Pennsylvania, Philadelphia, PA 19104-6366, USA","institution_ids":["https://openalex.org/I79576946"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5045210513"],"corresponding_institution_ids":["https://openalex.org/I102272798"],"apc_list":{"value":3290,"currency":"USD","value_usd":3290},"apc_paid":null,"fwci":4.6973,"has_fulltext":false,"cited_by_count":41,"citation_normalized_percentile":{"value":0.94219963,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"147","issue":"3","first_page":"464","last_page":"483"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9995999932289124,"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":0.9995999932289124,"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/T10551","display_name":"Scheduling and Optimization Algorithms","score":0.9552000164985657,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11409","display_name":"Advanced Wireless Network Optimization","score":0.954800009727478,"subfield":{"id":"https://openalex.org/subfields/2208","display_name":"Electrical and Electronic Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/dimensioning","display_name":"Dimensioning","score":0.915803074836731},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7547489404678345},{"id":"https://openalex.org/keywords/heuristics","display_name":"Heuristics","score":0.7462617754936218},{"id":"https://openalex.org/keywords/server","display_name":"Server","score":0.565149188041687},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.5605853199958801},{"id":"https://openalex.org/keywords/sizing","display_name":"Sizing","score":0.5355104804039001},{"id":"https://openalex.org/keywords/resource-allocation","display_name":"Resource allocation","score":0.5351055264472961},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.525571882724762},{"id":"https://openalex.org/keywords/staffing","display_name":"Staffing","score":0.5198976993560791},{"id":"https://openalex.org/keywords/resource","display_name":"Resource (disambiguation)","score":0.4935091733932495},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.4848562479019165},{"id":"https://openalex.org/keywords/distributed-computing","display_name":"Distributed computing","score":0.46840378642082214},{"id":"https://openalex.org/keywords/revenue","display_name":"Revenue","score":0.45029139518737793},{"id":"https://openalex.org/keywords/mathematical-optimization","display_name":"Mathematical optimization","score":0.37985658645629883},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.3447008430957794},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.10640230774879456},{"id":"https://openalex.org/keywords/microeconomics","display_name":"Microeconomics","score":0.10121747851371765},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.09879973530769348},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.09730377793312073},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.09707042574882507}],"concepts":[{"id":"https://openalex.org/C89714869","wikidata":"https://www.wikidata.org/wiki/Q2280470","display_name":"Dimensioning","level":2,"score":0.915803074836731},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7547489404678345},{"id":"https://openalex.org/C127705205","wikidata":"https://www.wikidata.org/wiki/Q5748245","display_name":"Heuristics","level":2,"score":0.7462617754936218},{"id":"https://openalex.org/C93996380","wikidata":"https://www.wikidata.org/wiki/Q44127","display_name":"Server","level":2,"score":0.565149188041687},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.5605853199958801},{"id":"https://openalex.org/C2777767291","wikidata":"https://www.wikidata.org/wiki/Q1080291","display_name":"Sizing","level":2,"score":0.5355104804039001},{"id":"https://openalex.org/C29202148","wikidata":"https://www.wikidata.org/wiki/Q287260","display_name":"Resource allocation","level":2,"score":0.5351055264472961},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.525571882724762},{"id":"https://openalex.org/C2777512617","wikidata":"https://www.wikidata.org/wiki/Q1783605","display_name":"Staffing","level":2,"score":0.5198976993560791},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.4935091733932495},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.4848562479019165},{"id":"https://openalex.org/C120314980","wikidata":"https://www.wikidata.org/wiki/Q180634","display_name":"Distributed computing","level":1,"score":0.46840378642082214},{"id":"https://openalex.org/C195487862","wikidata":"https://www.wikidata.org/wiki/Q850210","display_name":"Revenue","level":2,"score":0.45029139518737793},{"id":"https://openalex.org/C126255220","wikidata":"https://www.wikidata.org/wiki/Q141495","display_name":"Mathematical optimization","level":1,"score":0.37985658645629883},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.3447008430957794},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.10640230774879456},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.10121747851371765},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.09879973530769348},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.09730377793312073},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.09707042574882507},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.0},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C153349607","wikidata":"https://www.wikidata.org/wiki/Q36649","display_name":"Visual arts","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/s0377-2217(02)00274-6","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s0377-2217(02)00274-6","pdf_url":null,"source":{"id":"https://openalex.org/S103321696","display_name":"European Journal of Operational Research","issn_l":"0377-2217","issn":["0377-2217","1872-6860"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Journal of Operational Research","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:eee:ejores:v:147:y:2003:i:3:p:464-483","is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0377-2217(02)00274-6","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":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":42,"referenced_works":["https://openalex.org/W621905847","https://openalex.org/W635079657","https://openalex.org/W1526512085","https://openalex.org/W1968443060","https://openalex.org/W1985171916","https://openalex.org/W1985485911","https://openalex.org/W1988640842","https://openalex.org/W1989673511","https://openalex.org/W1990380475","https://openalex.org/W2000670787","https://openalex.org/W2003256546","https://openalex.org/W2010415386","https://openalex.org/W2015136228","https://openalex.org/W2017223267","https://openalex.org/W2036859306","https://openalex.org/W2037281326","https://openalex.org/W2039346145","https://openalex.org/W2058782536","https://openalex.org/W2064613786","https://openalex.org/W2070215808","https://openalex.org/W2072492565","https://openalex.org/W2093243988","https://openalex.org/W2094519902","https://openalex.org/W2096031889","https://openalex.org/W2096241716","https://openalex.org/W2099627011","https://openalex.org/W2105037434","https://openalex.org/W2105332760","https://openalex.org/W2113144894","https://openalex.org/W2113162081","https://openalex.org/W2131301725","https://openalex.org/W2133281559","https://openalex.org/W2144081616","https://openalex.org/W2147826056","https://openalex.org/W2163747497","https://openalex.org/W2270085072","https://openalex.org/W2568386191","https://openalex.org/W4229683464","https://openalex.org/W4252197339","https://openalex.org/W6647555793","https://openalex.org/W6675612495","https://openalex.org/W6693460358"],"related_works":["https://openalex.org/W1562131159","https://openalex.org/W2367248359","https://openalex.org/W2379979386","https://openalex.org/W2980301606","https://openalex.org/W2363010132","https://openalex.org/W2375311683","https://openalex.org/W582258172","https://openalex.org/W4235303590","https://openalex.org/W1998726547","https://openalex.org/W2131215816"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":3}],"updated_date":"2026-04-05T17:49:38.594831","created_date":"2025-10-10T00:00:00"}