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Preface to the special issue on behavioral queueing science : the need for a multidisciplinary approach

Ingólfsson, Ármann; Mandelbaum, Avishai; Schultz, K. L.; … - In: Operations research 71 (2023) 3, pp. 791-797

Persistent link: https://www.econbiz.de/10014309065

Frontiers in operations: waiting experience in open-shop service networks : improvements via flow analytics and automation

Chen, Manlu; Baron, Opher; Mandelbaum, Avishai; Wang, Jianfu - In: Manufacturing & service operations management : M & SOM 26 (2024) 4, pp. 1211-1228

Persistent link: https://www.econbiz.de/10014634296

Service systems with slowdowns : potential failures and proposed solutions

Dong, Jing; Feldman, Pnina; Yom-Tov, Galit B. - In: Operations research 63 (2015) 2, pp. 305-324

Persistent link: https://www.econbiz.de/10010526712

The impact of delay announcements on hospital network coordination and waiting times

Dong, Jing; Yom-Tov, Elad; Yom-Tov, Galit B. - In: Management science : journal of the Institute for … 65 (2019) 5, pp. 1969-1994

Persistent link: https://www.econbiz.de/10012039716

Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers

Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; … - In: Manufacturing & service operations management : M & SOM 23 (2021) 4, pp. 854-875

Persistent link: https://www.econbiz.de/10012627394

An invitation control policy for proactive service systems : balancing efficiency, value, and service level

Yom-Tov, Galit B.; Yedidsion, Liron; Xie, Yueming - In: Manufacturing & service operations management : M & SOM 23 (2021) 5, pp. 1077-1095

Persistent link: https://www.econbiz.de/10012653949

Affect-as-information : customer and employee affective displays as expeditious predictors of customer satisfaction

Ashtar, Shelly; Yom-Tov, Galit B.; Rafaeli, Anat; … - In: Journal of service research 27 (2024) 4, pp. 525-542

Persistent link: https://www.econbiz.de/10015375820

State-dependent estimation of delay distributions in fork-join networks

Carmeli, Nitzan; Yom-Tov, Galit B.; Boxma, Onno - In: Manufacturing & service operations management : M & SOM 25 (2023) 3, pp. 1081-1098

Persistent link: https://www.econbiz.de/10014302839

The co-production of service : modeling services in contact centers using hawkes processes

Daw, Andrew; Castellanos, Antonio; Yom-Tov, Galit B.; … - In: Management science : journal of the Institute for … 71 (2025) 3, pp. 2635-2656

Persistent link: https://www.econbiz.de/10015412442

Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective

Brown, Lawrence; Gans, Noah; Mandelbaum, Avishai; … - Financial Institutions Center, Wharton School of Business

A call center is a service network in which agents provide telephone-based services. Customers that seek these services are delayed in tele-queues.<p> <p>This paper summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking...</p></p>

Persistent link: https://www.econbiz.de/10005838128