A new model for call centre queue management. - Efi Chassioti; David J. Worthington (J. Oper. Res. Soc., 2004)

Effects of state-dependent balking on multi-server non-stationary queueing systems. - Efi Chassioti; David J. Worthington; Kevin D. Glazebrook (J. Oper. Res. Soc., 2014)