Prasad, H. L.; Prashanth, L. A.; Bhatnagar, Shalabh; … - In: Service Science 5 (2013) 1, pp. 29-55
Service systems are people-centric. The service providers employ a large workforce to service many clients, aiming to meet the service-level agreements (SLAs) and deliver a satisfactory client experience. A challenge is that the volumes of service requests change dynamically and the types of...