Concepedia

Brett Hathaway

BH

4

Publications

66

Citations

4

H-Index

2020

Active since

Affiliations

Johns Hopkins University(Current)

University of North Carolina at Chapel Hill

Brett Hathaway is an author at Johns Hopkins University specializing in marketing, management, and queuing theory.

Top concepts

MarketingManagementCommunicationQueuing TheoryDecision TheoryOperations ResearchCustomer SatisfactionArtsBiasVoice

Publications per year

2020–2022

4

Publications

4

Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option

Brett Hathaway, Seyed Morteza Emadi, Vinayak Deshpande · Management Science · 2020 · 22 citations

Customer Satisfaction, Behavioral Decision Making, Caller Behavior +20

Personalized Priority Policies in Call Centers Using Past Customer Interaction Information

Brett Hathaway, Seyed Morteza Emadi, Vinayak Deshpande · Management Science · 2021 · 19 citations

Priority Policies, Bayesian Decision Theory, Engineering +21

The Gatekeeper’s Dilemma: “When Should I Transfer This Customer?”

Brett Hathaway, Evgeny Kagan, Maqbool Dada · Operations Research · 2022 · 15 citations

Customer Satisfaction, Service Assurance, Management +11

AI Chatbots in Customer Service: Adoption Hurdles and Simple Remedies

Evgeny Kagan, Maqbool Dada, Brett Hathaway · SSRN Electronic Journal · 2022 · 10 citations · Full text

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