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Book Chapters
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Pinedo,
M. and S. Seshadri, "Capacity,"
chapter in the Handbook of Technology Management, Editor-in-Chief:
R.C. Dorf, CRC Press, 1998
Melnick,
E., M. Pinedo, P. Nayyar,
and S Seshardi (eds.), "Call Centers
in Financial Services: Strategies, Technologies, and Operations,"
chapter in the Creating Value in the Financial Services, Strategies,
Operations and Technologies, Kluwer Academic
Pres, 1999.
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