3 citations · 3 across the 3 of their papers we have counts for
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econ.GN2026
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…
cs.HC2026★ 3 cited
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…