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@article{DBLP:journals/cor/Lee04,
author = {Thomas Yew Sing Lee},
title = {The effect of workers with different capabilities on customer
delay},
journal = {Computers {\&} OR},
volume = {31},
number = {3},
year = {2004},
pages = {359-381},
ee = {http://dx.doi.org/10.1016/S0305-0548(02)00196-X},
bibsource = {DBLP, http://dblp.uni-trier.de}
}
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