@inproceedings{inproceedings7ebc6cc5,
title   = {System dynamics modeling: a call center learning and decision-support tool},
author = {Groesbeck, Richard L. and Sousa, George Wagner Leão e and Van Aken, Eileen M. and Carpinetti, Luiz Cesar Ribeiro and Hall, Michael},
year = {2004},
publisher = {Institute of Industrial Engneers},
booktitle   = {Industrial Engineering Research Conference}
}