Responding to unexpected overloads in large-scale service systems

Management Science

Volumn 55, Issue 8, 2009, Pages 1353-1367

  Perry, Ohad ^a   Whitt, Ward ^a  

^a Och Spine at New York Presbyterian Hospitals   (United States)

Author keywords

Call centers; Deterministic fluid models; Many server queues; Overload controls; Queue ratio routing; Service systems

Indexed keywords

CALL CENTERS; DETERMINISTIC FLUID MODELS; MANY-SERVER QUEUES; OVERLOAD CONTROLS; QUEUE-RATIO ROUTING; SERVICE SYSTEMS;

CUSTOMER SATISFACTION; FLUIDS; LOAD LIMITS; PLASMA FLOW; PLASMAS; SALES; SERVERS; SIMULATORS; STOCHASTIC CONTROL SYSTEMS; STOCHASTIC MODELS;

QUEUEING THEORY;

EID: 69049086856     PISSN: 00251909     EISSN: 15265501     Source Type: Journal    
DOI: 10.1287/mnsc.1090.1025     Document Type: Article

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