@article {304401,
	title = {Workload Management in Telemedical Physician Triage and Other Knowledge-Based Service Systems},
	journal = {Management Science},
	volume = {64},
	number = {11},
	year = {2018},
	pages = {5180-5197},
	url = {https://pubsonline.informs.org/doi/10.1287/mnsc.2017.2905},
	author = {Saghafian, S and Hopp, W.J and Iravani, S.M.R. and Cheng, Y. and D. Diermeier}
}
