1. Three Sojourns in Queueing Theory Bergquist, Jacob Mason 2023 Theses Operations researchQueuing theoryConsumers--ResearchCustomer servicesPrices--Econometric modelsMarkov processes
2. Essays on Skills-Based Routing Chen, Jinsheng 2022 Theses Operations researchCall centersCustomer servicesStochastic processesHospitals--Employees
3. Value-Based Routing and Preference-Based Routing in Customer Contact Centers Sisselman, Michael E.; Whitt, Ward 2007 Articles Customer servicesCall centersLabor turnoverIndustrial engineeringProbabilitiesQueuing theoryOperations research