{"id":"https://openalex.org/W1608666872","doi":"https://doi.org/10.1023/a:1020949626017","title":"Queueing Models of Call Centers: An Introduction","display_name":"Queueing Models of Call Centers: An Introduction","publication_year":2002,"publication_date":"2002-07-01","ids":{"openalex":"https://openalex.org/W1608666872","doi":"https://doi.org/10.1023/a:1020949626017","mag":"1608666872"},"language":"en","primary_location":{"id":"doi:10.1023/a:1020949626017","is_oa":false,"landing_page_url":"https://doi.org/10.1023/a:1020949626017","pdf_url":null,"source":{"id":"https://openalex.org/S57667410","display_name":"Annals of Operations Research","issn_l":"0254-5330","issn":["0254-5330","1572-9338"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Annals of Operations 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/A5026879445","display_name":"Ger Koole","orcid":"https://orcid.org/0000-0003-1776-8369"},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Ger Koole","raw_affiliation_strings":["Vrije Universiteit, Amsterdam, The Netherlands","Vrije Universiteit,Amsterdam,The Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Vrije Universiteit, Amsterdam, The Netherlands","institution_ids":["https://openalex.org/I865915315"]},{"raw_affiliation_string":"Vrije Universiteit,Amsterdam,The Netherlands","institution_ids":["https://openalex.org/I865915315"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5064921321","display_name":"Avishai Mandelbaum","orcid":"https://orcid.org/0000-0001-6547-802X"},"institutions":[{"id":"https://openalex.org/I174306211","display_name":"Technion \u2013 Israel Institute of Technology","ror":"https://ror.org/03qryx823","country_code":"IL","type":"education","lineage":["https://openalex.org/I174306211"]}],"countries":["IL"],"is_corresponding":false,"raw_author_name":"Avishai Mandelbaum","raw_affiliation_strings":["Technion, Industrial Engineering and Management, Haifa, Israel","Technion; Industrial Engineering and Management; Haifa Israel"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Technion, Industrial Engineering and Management, Haifa, Israel","institution_ids":["https://openalex.org/I174306211"]},{"raw_affiliation_string":"Technion; Industrial Engineering and Management; Haifa Israel","institution_ids":["https://openalex.org/I174306211"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":2990,"currency":"USD","value_usd":2990},"apc_paid":null,"fwci":13.2218,"has_fulltext":false,"cited_by_count":318,"citation_normalized_percentile":{"value":0.98883573,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":100},"biblio":{"volume":"113","issue":"1-4","first_page":"41","last_page":"59"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9994999766349792,"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":0.9994999766349792,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/queueing-theory","display_name":"Queueing theory","score":0.8040444850921631},{"id":"https://openalex.org/keywords/theory-of-computation","display_name":"Theory of computation","score":0.7447917461395264},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6410971879959106},{"id":"https://openalex.org/keywords/center","display_name":"Center (category theory)","score":0.5710294842720032},{"id":"https://openalex.org/keywords/research-center","display_name":"Research center","score":0.4278584420681},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.39370208978652954},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.2231425642967224},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.1808929741382599},{"id":"https://openalex.org/keywords/algorithm","display_name":"Algorithm","score":0.11905980110168457},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.10452908277511597}],"concepts":[{"id":"https://openalex.org/C22684755","wikidata":"https://www.wikidata.org/wiki/Q847526","display_name":"Queueing theory","level":2,"score":0.8040444850921631},{"id":"https://openalex.org/C24858836","wikidata":"https://www.wikidata.org/wiki/Q844718","display_name":"Theory of computation","level":2,"score":0.7447917461395264},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6410971879959106},{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.5710294842720032},{"id":"https://openalex.org/C2777532764","wikidata":"https://www.wikidata.org/wiki/Q31855","display_name":"Research center","level":2,"score":0.4278584420681},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.39370208978652954},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.2231425642967224},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.1808929741382599},{"id":"https://openalex.org/C11413529","wikidata":"https://www.wikidata.org/wiki/Q8366","display_name":"Algorithm","level":1,"score":0.11905980110168457},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.10452908277511597},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C8010536","wikidata":"https://www.wikidata.org/wiki/Q160398","display_name":"Crystallography","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1023/a:1020949626017","is_oa":false,"landing_page_url":"https://doi.org/10.1023/a:1020949626017","pdf_url":null,"source":{"id":"https://openalex.org/S57667410","display_name":"Annals of Operations Research","issn_l":"0254-5330","issn":["0254-5330","1572-9338"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Annals of Operations Research","raw_type":"journal-article"},{"id":"pmh:oai:research.vu.nl:openaire_cris_publications/ac48c687-ee55-4810-bb3e-2e3d56aa6792","is_oa":false,"landing_page_url":"https://research.vu.nl/en/publications/ac48c687-ee55-4810-bb3e-2e3d56aa6792","pdf_url":null,"source":{"id":"https://openalex.org/S4306401107","display_name":"VU Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I865915315","host_organization_name":"Vrije Universiteit Amsterdam","host_organization_lineage":["https://openalex.org/I865915315"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Koole, G M & Mandelbaum, A 2002, 'Queueing models of call centers: An introduction', Annals of Operations Research, vol. 113, pp. 41-59. https://doi.org/10.1023/A:1020949626017","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:RePEc:spr:annopr:v:113:y:2002:i:1:p:41-59:10.1023/a:1020949626017","is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1023/A:1020949626017","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":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":57,"referenced_works":["https://openalex.org/W33141227","https://openalex.org/W55190369","https://openalex.org/W120099411","https://openalex.org/W147079327","https://openalex.org/W1494635895","https://openalex.org/W1525738853","https://openalex.org/W1546421217","https://openalex.org/W1680304211","https://openalex.org/W1964633671","https://openalex.org/W1965662014","https://openalex.org/W1969122212","https://openalex.org/W1983078927","https://openalex.org/W1983395652","https://openalex.org/W1985578743","https://openalex.org/W1988640842","https://openalex.org/W1995245183","https://openalex.org/W2002648261","https://openalex.org/W2004320909","https://openalex.org/W2011786610","https://openalex.org/W2013572529","https://openalex.org/W2015136228","https://openalex.org/W2023300881","https://openalex.org/W2036859306","https://openalex.org/W2042521287","https://openalex.org/W2046189617","https://openalex.org/W2046650903","https://openalex.org/W2065032374","https://openalex.org/W2070215808","https://openalex.org/W2072987942","https://openalex.org/W2074178270","https://openalex.org/W2097750017","https://openalex.org/W2106056125","https://openalex.org/W2108752266","https://openalex.org/W2135996859","https://openalex.org/W2136486824","https://openalex.org/W2138889906","https://openalex.org/W2141712372","https://openalex.org/W2142566284","https://openalex.org/W2144005446","https://openalex.org/W2144662997","https://openalex.org/W2147826056","https://openalex.org/W2155555462","https://openalex.org/W2162138247","https://openalex.org/W2167921835","https://openalex.org/W2169852575","https://openalex.org/W2171029115","https://openalex.org/W2187509272","https://openalex.org/W2413881819","https://openalex.org/W2489779377","https://openalex.org/W2561359564","https://openalex.org/W2780806790","https://openalex.org/W3134957306","https://openalex.org/W3140394237","https://openalex.org/W3212027522","https://openalex.org/W4235155168","https://openalex.org/W4237171445","https://openalex.org/W4249296667"],"related_works":["https://openalex.org/W1984809414","https://openalex.org/W1567716877","https://openalex.org/W2065091555","https://openalex.org/W2995016501","https://openalex.org/W2119279743","https://openalex.org/W2586359448","https://openalex.org/W1754260597","https://openalex.org/W2607263813","https://openalex.org/W579272104","https://openalex.org/W247265095"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":5},{"year":2025,"cited_by_count":8},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":15},{"year":2020,"cited_by_count":8},{"year":2019,"cited_by_count":15},{"year":2018,"cited_by_count":18},{"year":2017,"cited_by_count":18},{"year":2016,"cited_by_count":12},{"year":2015,"cited_by_count":18},{"year":2014,"cited_by_count":17},{"year":2013,"cited_by_count":18},{"year":2012,"cited_by_count":18}],"updated_date":"2026-07-23T08:03:31.855105","created_date":"2016-06-24T00:00:00"}
