| Personalized priority policies in call centers using past customer interaction information BA Hathaway, SM Emadi, V Deshpande Management Science 68 (4), 2806-2823, 2022 | 29* | 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 | 20 | 2021 |
| 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 | 19 | 2019 |
| The gatekeeper’s dilemma:“When should I transfer this customer?” BA Hathaway, E Kagan, M Dada Operations Research 71 (3), 843-859, 2023 | 16 | 2023 |
| Ai chatbots in customer service: Adoption hurdles and simple remedies E Kagan, M Dada, B Hathaway Johns Hopkins Carey Business School Research Paper, 2022 | 6 | 2022 |
| The Omnichannel Service Desk: Live Agents, Chatbots or Both? M Dada, B Hathaway, E Kagan Chatbots or Both, 2023 | 3 | 2023 |
| Transfer Decisions in Services: A Multimethod Approach B Hathaway, E Kagan, M Dada Available at SSRN 3771633, 2021 | 1 | 2021 |
| Data-driven Studies of Caller Behavior Under Call Center Innovations B Hathaway The University of North Carolina at Chapel Hill, 2019 | 1 | 2019 |
| Onfirst-come, first-servedqueueswithtwoclassesof impatientcustomers I Adan, B Hathaway Springer, 2019 | | 2019 |
Vinayak DeshpandeMann Family Distinguished Professor, University of North Carolina at Chapel HillVerified email at kenan-flagler.unc.edu
