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@inproceedings{DBLP:conf/wsc/Yom-TovZ18,
  author       = {Galit B. Yom{-}Tov and
                  Tali Zeitler},
  editor       = {Bj{\"{o}}rn Johansson and
                  Sanjay Jain},
  title        = {Delay Guarantee Planning of Call-Back options in Time-varying Service
                  Systems},
  booktitle    = {2018 Winter Simulation Conference, {WSC} 2018, Gothenburg, Sweden,
                  December 9-12, 2018},
  pages        = {2084--2094},
  publisher    = {{IEEE}},
  year         = {2018},
  url          = {https://doi.org/10.1109/WSC.2018.8632519},
  doi          = {10.1109/WSC.2018.8632519},
  timestamp    = {Tue, 29 Dec 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/conf/wsc/Yom-TovZ18.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@article{DBLP:journals/anor/DudinKDD16,
  author       = {Alexander N. Dudin and
                  Che Soong Kim and
                  Olga S. Dudina and
                  Sergey A. Dudin},
  title        = {Multi-server queueing system with a generalized phase-type service
                  time distribution as a model of call center with a call-back option},
  journal      = {Ann. Oper. Res.},
  volume       = {239},
  number       = {2},
  pages        = {401--428},
  year         = {2016},
  url          = {https://doi.org/10.1007/s10479-014-1626-2},
  doi          = {10.1007/S10479-014-1626-2},
  timestamp    = {Thu, 13 Aug 2020 01:00:00 +0200},
  biburl       = {https://dblp.org/rec/journals/anor/DudinKDD16.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}