Customer relations management: service operations: using simulation to approximate subgradients of convex performance measures in service systems.
Júlíus AtlasonMarina A. EpelmanShane G. HendersonPublished in: WSC (2003)
Keyphrases
- service systems
- call center
- enterprise systems
- customer classes
- service oriented
- service level
- web technologies
- service requests
- queueing model
- customer service
- service rates
- service times
- electronic commerce
- information systems
- queue length
- arrival rate
- web services
- decision making
- stochastic models
- multi agent systems
- asymptotically optimal
- total cost
- service selection
- service quality