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Blind Fair Routing in Large-Scale Service Systems with Heterogeneous Customers and Servers
16 references·11 citing·40 second hop
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References

  • 2007Brownian Motion and Stochastic Calculus7,421 cited
  • 2001Justice at the millennium: A meta-analytic review of 25 years of organizational justice research.5,931 cited
  • 2001The Role of Justice in Organizations: A Meta-Analysis3,562 cited
  • 1981Heavy-Traffic Limits for Queues with Many Exponential Servers750 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 1989Resource Allocation Problems: Algorithmic Approaches619 cited
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 1991Weak Limit Theorems for Stochastic Integrals and Stochastic Differential Equations546 cited
  • 2004Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule326 cited
  • 1995Dynamic Scheduling with Convex Delay Costs: The Generalized $c|mu$ Rule277 cited
  • 2007Martingale proofs of many-server heavy-traffic limits for Markovian queues183 cited
  • 2023Advances in Queueing Theory, Methods, and Open Problems165 cited
  • 2009Queue-and-Idleness-Ratio Controls in Many-Server Service Systems148 cited
  • 2009Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing145 cited
  • 2009

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Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers
143 cited
  • 2004Scheduling a multi class queue with many exponential servers: asymptotic optimality in heavy traffic140 cited
  • Cited by

    • 2019When You Work with a Superman, Will You Also Fly? An Empirical Study of the Impact of Coworkers on Performance101 cited
    • 2010Fairness and scheduling in single server queues71 cited
    • 2016Mixed-Integer Rounding Enhanced Benders Decomposition for Multiclass Service-System Staffing and Scheduling with Arrival Rate Uncertainty66 cited
    • 2016Routing and Staffing When Servers Are Strategic50 cited
    • 2018Design heuristic for parallel many server systems43 cited
    • 2021On the Optimal Design of a Bipartite Matching Queueing System42 cited
    • 2011A blind policy for equalizing cumulative idleness34 cited
    • 2014Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times29 cited
    • 2020A survey on skill-based routing with applications to service operations management25 cited
    • 2013Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers25 cited
    • 2014Routing and staffing when servers are strategic18 cited