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Advances in Services Innovations pp 17–45Cite as

Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers

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Author information

Authors and Affiliations

  1. Faculty of Industrial Engineering and Management, Technion, Haifa, Israel

    Avishai Mandelbaum & Sergey Zeltyn

Authors
  1. Avishai Mandelbaum
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  2. Sergey Zeltyn
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Editor information

Editors and Affiliations

  1. IAT Institut für Arbeitswissenschaft und Technologiemanagement, Universität Stuttgart, Nobelstraße 12, 70569, Stuttgart

    Dieter Spath

  2. IfI Institut für Informatik, Universität Leipzig, Augustusplatz 10-11, 04109, Leipzig

    Klaus-Peter Fähnrich

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Mandelbaum, A., Zeltyn, S. (2007). Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers. In: Spath, D., Fähnrich, KP. (eds) Advances in Services Innovations. Springer, Berlin, Heidelberg . https://doi.org/10.1007/978-3-540-29860-1_2

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  • DOI: https://doi.org/10.1007/978-3-540-29860-1_2

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-29858-8

  • Online ISBN: 978-3-540-29860-1

  • eBook Packages: EngineeringEngineering (R0)

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