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N. Gans, G. Koole and A. Mandelbaum, “Telephone Call Centers: Tutorial, Review, and Research Prospects,” Manufacturing and Service Operations Management, Vol. 5, No. 2, 2003, pp. 79-141. doi:10.1287/msom.5.2.79.16071

has been cited by the following article:

• TITLE: Quantitative Approaches on Staff Scheduling and Rostering in Hospitality Management: An Overview

  AUTHORS: Marta Rocha, Jose F. Oliveira, Maria Antonia Carravilla

  KEYWORDS: Hospitality Management; Staff Scheduling; Rostering

  JOURNAL NAME: American Journal of Operations Research, Vol.2 No.1, March 14, 2012

  ABSTRACT: Staff scheduling and rostering problems, with application in several application areas, from transportation systems to hospitals, have been widely addressed by researchers. This is not the case of hospitality services, which have been forgotten by the quantitative research literature. The purpose of this paper is to provide some insights on the application of staff scheduling and rostering problems to hospitality management operations, reviewing existing approaches developed in other similar areas, such as nurse rostering or examining adaptable problem models, such as the tour scheduling.