3 citations · 3 across the 3 of their papers we have counts for
4 papers
One at a Time? The Personal Productivity Bias in Emergency Department Patient Assignment
Brett Hathaway, Evgeny Kagan, John Jones
Emergency departments (EDs) often use a shared-queue setup in which physicians self-assign cases from a pool of triaged patients. We conduct a multi-method study to examine this se…
Customer Service Operations: A Gatekeeper Framework
Maqbool Dada, Brett Hathaway, Evgeny Kagan
Customer service has evolved beyond in-person visits and phone calls to include live chat, AI chatbots and social media, among other contact options. Service providers typically re…
Deploying Chatbots in Customer Service: Adoption Hurdles and Simple Remedies
Evgeny Kagan, Brett Hathaway, Maqbool Dada
Despite recent advances in Artificial Intelligence, the use of chatbot technology in customer service continues to face adoption hurdles. This paper explores reasons for these adop…
On First Come, First Served Queues with Two Classes of Impatient Customers
Ivo Adan, Brett Hathaway, Vidyadhar G. Kulkarni
We study systems with two classes of impatient customers who differ across the classes in their distribution of service times and patience times. The customers are served on a firs…