References: [1] Gans N., Koole, G., Mandelbaum, A. (2003). Telephone call centers: tutorial, review, and research prospects // Manuf. & serv. operat. man. P. 79-141 [4] Norros, Leena., Norros, Ilkka., Liinasuo, Marja., Seppanen, Kari. Impact of human operators on communication network dependability, ECCE ’11 Proceedings of the 29th Annual European Conference on Cognitive Ergonomics Pages 35-42 [5] Liinasuo, Marja., Aaltonen, Iina., Karvonen, Hannu. (2012). Human Operator Perspective to Autonomic Network Management, ACHI 2012 : The Fifth International Conference on Advances in Computer-Human Interactions, 128-134. [6] Schulman, PR, E, Roe., van Eeten MJG., de Bruijne, M. (2004). High reliability and the management of critical infrastructures. J Conting Crisis Manage 12 (1) 263–280. [7] [8] Su, R., Yurcik, W. (2005). A survey and comparison of human monitoring of complex networks: University of Illinois Urbana- Champaign, NationalCenter for Computing Applications [9] Boring Ronald, L., Gertman, David, I. (2006). Human Reliability Analysis for Computerized Procedures, Part Two: Applicability of Current Methods, Human Factors and Ergonomics Society. [10] [11] Kraemer, S., Carayon, P. (2007). Human errors and violations in computer and information security: The viewpoint of network administrators and security specialists. Applied Ergonomics, 143-154. [12] Salvendy, G. (Editor), Handbook of Human Factors and Ergonomics, Purdue University, 2006, Canada [13] Yamamura, T., Yata, K., Yasushi, T., Yamaguchi, Y. (1989). A basic study on human error in communication network operation. IEEE Xplore, Downloaded 23 June. [14] [15] Noah, Gans., Ger Koole., Avishai Mandelbaum. (2003) . Telephone call centers: Tutorial, 2003, review, and research prospects. Manufacturing and Service Operations Management: p79-141. |