6 papers
What's in a Queue? An Experimental Study of Job Ordering, Autonomy and Queue Visibility
Evgeny Kagan
Problem Definition: How a queue of jobs is arranged and presented to workers is an important design problem in service operations. This includes choosing the order in which jobs ar…
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…
Startup Contracting and Entrepreneur-Investor Bargaining (Long Version)
Evgeny Kagan, Kyle Hyndman, Anyan Qi
To grow their businesses, entrepreneurs often rely on equity funding. This paper focuses on two elements of entrepreneur-investor equity negotiations: the number of potential inves…
On Repeat: Does Iteration Drive Innovation?
Evgeny Kagan, Christian Jost, Tobias Lieberum +1
Motivated by the widespread adoption of iterative project management techniques, we study the effects of workflow -- iterative or sequential -- on innovative behavior and performan…
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…