-
1
-
-
0003938680
-
-
Dow Jones-Irwin, Homewood, IL
-
Albrecht, K., and Zemke, R., Service America!, Dow Jones-Irwin, Homewood, IL, 1985.
-
(1985)
Service America!
-
-
Albrecht, K.1
Zemke, R.2
-
2
-
-
0000825747
-
The least variable phase type distribution is Erlang
-
Aldous, D., and Shepp, L., "The least variable phase type distribution is Erlang", Communications in Statistics - Stochastic Models 3/3 (1987) 467-473.
-
(1987)
Communications in Statistics - Stochastic Models
, vol.3
, Issue.3
, pp. 467-473
-
-
Aldous, D.1
Shepp, L.2
-
3
-
-
0024700721
-
Approximate analysis of queues in series with phase-type service times and blocking
-
Altiok, T., "Approximate analysis of queues in series with phase-type service times and blocking", Operations Research 37/4 (1989) 601-610.
-
(1989)
Operations Research
, vol.37
, Issue.4
, pp. 601-610
-
-
Altiok, T.1
-
4
-
-
0022076035
-
On the phase-type approximations of general distributions
-
Altiok, T., "On the phase-type approximations of general distributions", IIE Transactions 17/2 (1985) 110-116.
-
(1985)
IIE Transactions
, vol.17
, Issue.2
, pp. 110-116
-
-
Altiok, T.1
-
6
-
-
0000534894
-
Solution of some problems in the theory of probabilities of significance in automatic telephone exchanges
-
Erlang, A.K., "Solution of some problems in the theory of probabilities of significance in automatic telephone exchanges", The Post Office Electrical Engineer's Journal 10 (1917) 189-197.
-
(1917)
The Post Office Electrical Engineer's Journal
, vol.10
, pp. 189-197
-
-
Erlang, A.K.1
-
7
-
-
0141431985
-
Blueprinting a tool for managing quality in service
-
S.W. Brown, E. Gummesson, B. Edvardsson and B. Gustavsson (eds.), Lexington Books, Lexington, MA
-
George, W.R., and Gibson, B.E., "Blueprinting a tool for managing quality in service", in: S.W. Brown, E. Gummesson, B. Edvardsson and B. Gustavsson (eds.), Service Quality, Lexington Books, Lexington, MA, 1991.
-
(1991)
Service Quality
-
-
George, W.R.1
Gibson, B.E.2
-
9
-
-
0039492245
-
A graphical investigation of error bounds for moment-based queueing approximations
-
Johnson, M.A., and Taaffe, M.R., "A graphical investigation of error bounds for moment-based queueing approximations", Queueing Systems 8/3 (1991) 295-312.
-
(1991)
Queueing Systems
, vol.8
, Issue.3
, pp. 295-312
-
-
Johnson, M.A.1
Taaffe, M.R.2
-
10
-
-
0001607009
-
Matching moments to phase distributions: Mixtures of Erlang distributions of common order
-
Johnson, M.A., and Taaffe, M.R., "Matching moments to phase distributions: Mixtures of Erlang distributions of common order", Communications in Statistics - Stochastic Models 5/4 (1989) 711-743.
-
(1989)
Communications in Statistics - Stochastic Models
, vol.5
, Issue.4
, pp. 711-743
-
-
Johnson, M.A.1
Taaffe, M.R.2
-
11
-
-
0040439838
-
The ABCs of service system blueprinting
-
M.J. Bitner and L.A. Crosby (eds.), American Marketing Association, Chicago, IL
-
Kingman-Brundage, J., "The ABCs of service system blueprinting", in: M.J. Bitner and L.A. Crosby (eds.), Designing a Winning Service Strategy, American Marketing Association, Chicago, IL, 1989.
-
(1989)
Designing a Winning Service Strategy
-
-
Kingman-Brundage, J.1
-
12
-
-
0021177507
-
On approximations for queues, II: Shape constraints
-
Klincewicz, J.G., and Whitt, W., "On approximations for queues, II: Shape constraints", AT&T Bell Laboratories Technical Journal 63/1 (1984) 139-161.
-
(1984)
AT&T Bell Laboratories Technical Journal
, vol.63
, Issue.1
, pp. 139-161
-
-
Klincewicz, J.G.1
Whitt, W.2
-
13
-
-
85008835190
-
k/1/N queues
-
International Symposium on Computer Performance Modelling, May 28-30
-
k/1/N queues", in: Performance '80, International Symposium on Computer Performance Modelling, May 28-30, 1980.
-
(1980)
Performance '80
-
-
Marie, R.1
-
14
-
-
0003771111
-
-
Allyn & Bacon, Needham Heights, MA
-
Murdick, R.G., Render, B., and Russell, R.S., Service Operations Management, Allyn & Bacon, Needham Heights, MA, 1990.
-
(1990)
Service Operations Management
-
-
Murdick, R.G.1
Render, B.2
Russell, R.S.3
-
16
-
-
0020134496
-
Explicit steady-state solutions to some elementary queueing models
-
Neuts, M.F., "Explicit steady-state solutions to some elementary queueing models", Operations Research 30/3 (1982) 480-489.
-
(1982)
Operations Research
, vol.30
, Issue.3
, pp. 480-489
-
-
Neuts, M.F.1
-
18
-
-
0003068216
-
Service positioning through structural change
-
Shostack, G.L., "Service positioning through structural change", Journal of Marketing 51/1 (1987) 34-43.
-
(1987)
Journal of Marketing
, vol.51
, Issue.1
, pp. 34-43
-
-
Shostack, G.L.1
-
19
-
-
0000426487
-
Designing services that deliver
-
Shostack, G.L., "Designing services that deliver", Harvard Business Review 62/1 (1984) 133-139.
-
(1984)
Harvard Business Review
, vol.62
, Issue.1
, pp. 133-139
-
-
Shostack, G.L.1
-
21
-
-
0021195340
-
On approximations for queues, I: Extremal distributions
-
Whitt, W., "On approximations for queues, I: Extremal distributions", AT&T Laboratories Technical Journal 63/1 (1984) 115-138.
-
(1984)
AT&T Laboratories Technical Journal
, vol.63
, Issue.1
, pp. 115-138
-
-
Whitt, W.1
-
22
-
-
0021138306
-
On approximations for queues, III: Mixtures of exponential distributions
-
Whitt, W., "On approximations for queues, III: Mixtures of exponential distributions", AT&T Bell Laboratories Technical Journal 63/1 (1984) 163-175.
-
(1984)
AT&T Bell Laboratories Technical Journal
, vol.63
, Issue.1
, pp. 163-175
-
-
Whitt, W.1
-
23
-
-
0019900567
-
Approximating a point process by a renewal process, I: Two basic methods
-
Whitt, W., "Approximating a point process by a renewal process, I: Two basic methods", Operations Research 30/1 (1982) 125-147.
-
(1982)
Operations Research
, vol.30
, Issue.1
, pp. 125-147
-
-
Whitt, W.1
-
24
-
-
0003744505
-
-
Free Press, New York
-
Zeithaml, V.A., Parasuraman, A., and Berry, L.L., Delivering Quality Service, Free Press, New York, 1990.
-
(1990)
Delivering Quality Service
-
-
Zeithaml, V.A.1
Parasuraman, A.2
Berry, L.L.3
|