Routing and Staffing in Customer Service Chat Systems with Generally Distributed Service and Patience Times

• Zhenghua Long

  Zhenghua Long

  [email protected]

  https://orcid.org/0000-0003-2925-375X

  School of Business, Nanjing University, Nanjing 210093, China;

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  ,
• Tolga Tezcan

  Tolga Tezcan

  [email protected]

  https://orcid.org/0000-0002-2897-9287

  Jones Graduate School of Business, Rice University, Houston, Texas 77005;

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  ,
• Jiheng Zhang

  Corresponding Author

  Jiheng Zhang

  [email protected]

  https://orcid.org/0000-0003-3025-1495

  Department of Industrial Engineering & Decision Analytics, The Hong Kong University of Science and Technology, Clear Water Bay, Hong Kong Special Administrative Region, China

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