Galit Yom-Tov

Technion-Israel Institute of Technology

Technion City

Haifa 32000, Haifa 32000

Israel

SCHOLARLY PAPERS

3

DOWNLOADS

266

SSRN CITATIONS

0

CROSSREF CITATIONS

0

Scholarly Papers (3)

1.

The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes

USC Marshall School of Business Research Paper Sponsored by iORB, No. Forthcoming
Number of pages: 51 Posted: 10 Apr 2021 Last Revised: 10 Dec 2021
University of Southern California - Marshall School of Business, Technion-Israel Institute of Technology, Technion-Israel Institute of Technology, Cornell University - School of Operations Research and Industrial Engineering and affiliation not provided to SSRN
Downloads 142 (278,686)
Citation 1

Abstract:

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Service interaction, contact centers, co-production, behavior, Hawkes process

2.

Slowdown Services: Staffing Service Systems with Load-Dependent Service Rate

Operations Research, vol. 63, No. 2, pp. 305-324, 2013
Number of pages: 39 Posted: 29 Aug 2013 Last Revised: 29 Aug 2018
Jing Dong, Pnina Feldman and Galit Yom-Tov
Columbia University, Questrom School of Business, Boston University and Technion-Israel Institute of Technology
Downloads 94 (372,509)

Abstract:

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Service systems, Halfin-Whitt regime, QED, Erlang-A model, State dependent queues, Load dependent queues, Bi-stability

3.

Waiting Experience in Open-Shop Service Networks: Improvements via Flow Analytics & Automation

Number of pages: 56 Posted: 24 Mar 2022
Renmin University of China - School of Business, University of Toronto - Operations Management, Technion - Israel Institute of Technology, City University of Hong Kong, Technion-Israel Institute of Technology and affiliation not provided to SSRN
Downloads 30 (621,993)

Abstract:

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Service analytics, information technology, wait time management, open shop, priority policy