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Brett Alan Hathaway
Brett Alan Hathaway
Assistant Professor of Operations and Global Supply Chain Management
Verified email at byu.edu - Homepage
Title
Cited by
Cited by
Year
Personalized priority policies in call centers using past customer interaction information
BA Hathaway, SM Emadi, V Deshpande
Management Science 68 (4), 2806-2823, 2022
24*2022
Don’t call us, we’ll call you: An empirical study of caller behavior under a callback option
BA Hathaway, SM Emadi, V Deshpande
Management Science 67 (3), 1508-1526, 2021
182021
On first-come, first-served queues with two classes of impatient customers
I Adan, B Hathaway, VG Kulkarni
Queueing Systems 91 (1), 113-142, 2019
162019
The gatekeeper’s dilemma:“when should i transfer this customer?”
BA Hathaway, E Kagan, M Dada
Operations Research 71 (3), 843-859, 2023
122023
Ai chatbots in customer service: Adoption hurdles and simple remedies
E Kagan, M Dada, B Hathaway
Johns Hopkins Carey Business School Research Paper, 2022
52022
The Omnichannel Service Desk: Live Agents, Chatbots or Both?
M Dada, B Hathaway, E Kagan
Chatbots or Both, 2023
12023
Transfer Decisions in Services: A Multimethod Approach
B Hathaway, E Kagan, M Dada
Available at SSRN 3771633, 2021
12021
Data-driven Studies of Caller Behavior Under Call Center Innovations
B Hathaway
The University of North Carolina at Chapel Hill, 2019
12019
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