| The modern call center: A multi‐disciplinary perspective on operations management research Z Aksin, M Armony, V Mehrotra Production and operations management 16 (6), 665-688, 2007 | 1145 | 2007 |
| On patient flow in hospitals: A data-based queueing-science perspective M Armony, S Israelit, A Mandelbaum, YN Marmor, Y Tseytlin, GB Yom-Tov Stochastic systems 5 (1), 146-194, 2015 | 403 | 2015 |
| On customer contact centers with a call-back option: Customer decisions, routing rules, and system design M Armony, C Maglaras Operations research 52 (2), 271-292, 2004 | 268 | 2004 |
| Contact centers with a call-back option and real-time delay information M Armony, C Maglaras Operations research 52 (4), 527-545, 2004 | 242 | 2004 |
| The impact of delay announcements in many-server queues with abandonment M Armony, N Shimkin, W Whitt Operations Research 57 (1), 66-81, 2009 | 209 | 2009 |
| Dynamic routing in large-scale service systems with heterogeneous servers M Armony Queueing Systems 51, 287-329, 2005 | 187 | 2005 |
| Fair dynamic routing in large-scale heterogeneous-server systems M Armony, AR Ward Operations Research 58 (3), 624-637, 2010 | 182 | 2010 |
| Service-level differentiation in call centers with fully flexible servers I Gurvich, M Armony, A Mandelbaum Management Science 54 (2), 279-294, 2008 | 164 | 2008 |
| The interplay between online reviews and physician demand: An empirical investigation Y Xu, M Armony, A Ghose Management Science 67 (12), 7344-7361, 2021 | 132* | 2021 |
| Queueing dynamics and maximal throughput scheduling in switched processing systems M Armony, N Bambos Queueing systems 44, 209-252, 2003 | 125 | 2003 |
| Price and delay competition between two service providers M Armony, M Haviv European Journal of Operational Research 147 (1), 32-50, 2003 | 114 | 2003 |
| Joint panel sizing and appointment scheduling in outpatient care C Zacharias, M Armony Management Science 63 (11), 3978-3997, 2017 | 109 | 2017 |
| The impact of duplicate orders on demand estimation and capacity investment M Armony, EL Plambeck Management science 51 (10), 1505-1518, 2005 | 87 | 2005 |
| Blind fair routing in large-scale service systems with heterogeneous customers and servers AR Ward, M Armony Operations Research 61 (1), 228-243, 2013 | 77 | 2013 |
| Staffing call centers with uncertain arrival rates and co‐sourcing YL Koçağa, M Armony, AR Ward Production and Operations Management 24 (7), 1101-1117, 2015 | 70 | 2015 |
| Does the past predict the future? The case of delay announcements in service systems R Ibrahim, M Armony, A Bassamboo Management Science 63 (6), 1762-1780, 2017 | 64 | 2017 |
| Sensitivity of optimal capacity to customer impatience in an unobservable M/M/S queue (Why you shouldn't shout at the DMV) M Armony, E Plambeck, S Seshadri Manufacturing & Service Operations Management 11 (1), 19-32, 2009 | 64 | 2009 |
| Routing and staffing in large-scale service systems: The case of homogeneous impatient customers and heterogeneous servers M Armony, A Mandelbaum Operations Research 59 (1), 50-65, 2011 | 62 | 2011 |
| Design of stacked self-healing rings using a genetic algorithm M Armony, JG Klincewicz, H Luss, MB Rosenwein Journal of HEURISTICS 6, 85-105, 2000 | 60 | 2000 |
| Critical care capacity management: Understanding the role of a step down unit M Armony, CW Chan, B Zhu Production and Operations Management 27 (5), 859-883, 2018 | 58 | 2018 |
