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Evgeny Kagan

Johns Hopkins University - Carey Business School

100 International Drive

Baltimore, MD 21202

United States

  • Johns Hopkins University - Carey Business School

SCHOLARLY PAPERS

7

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Rank 44,839

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Top 44,839

in Total Papers Downloads

2,829

TOTAL CITATIONS

12

Scholarly Papers (7)

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1.

Deploying Chatbots in Customer Service: Adoption Hurdles and Simple Remedies

Johns Hopkins Carey Business School Research Paper No. 23-03
Number of pages: 48 Posted: 14 Dec 2022 Last Revised: 07 Apr 2025
Evgeny Kagan, Maqbool Dada and Brett Hathaway
Johns Hopkins University - Carey Business School, Johns Hopkins University - Carey Business School and Brigham Young University
Downloads 1,033 (55,352)
Citation 1

Abstract:

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human-AI interfaces, technology management, experiments, service operations

2.

Customer Service Operations: A Gatekeeper Framework

Number of pages: 51 Posted: 06 Feb 2023 Last Revised: 17 Jan 2025
Maqbool Dada, Brett Hathaway and Evgeny Kagan
Johns Hopkins University - Carey Business School, Brigham Young University and Johns Hopkins University - Carey Business School
Downloads 411 (183,570)
Citation 1

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Gatekeepers, Service Design, AI Chatbots, Dynamic Programming

3.

On Repeat: Can Iteration Drive Innovation?

Johns Hopkins Carey Business School Research Paper No. 22-11
Number of pages: 48 Posted: 23 May 2022 Last Revised: 17 Feb 2024
Evgeny Kagan, Tobias Lieberum, Sebastian Schiffels and Christian Jost
Johns Hopkins University - Carey Business School, Technical University of Munich, University of Augsburg and affiliation not provided to SSRN
Downloads 408 (179,524)

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Behavioral Operations, Experiments, Innovation, Project Management

4.

Startup Contracting and Entrepreneur-Investor Bargaining

Johns Hopkins Carey Business School Research Paper No. 21-04
Number of pages: 46 Posted: 13 May 2021 Last Revised: 14 Aug 2024
Evgeny Kagan, Kyle B. Hyndman and Anyan Qi
Johns Hopkins University - Carey Business School, University of Texas at Dallas and University of Texas at Dallas - Naveen Jindal School of Management
Downloads 401 (187,465)
Citation 1

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Innovation, Bargaining, Experiments

5.

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

Johns Hopkins Carey Business School Research Paper No. 20-07
Number of pages: 34 Posted: 07 Aug 2020 Last Revised: 06 Oct 2021
Brett Hathaway, Evgeny Kagan and Maqbool Dada
Brigham Young University, Johns Hopkins University - Carey Business School and Johns Hopkins University - Carey Business School
Downloads 289 (265,341)
Citation 9

Abstract:

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decision-making, behavior in queueing systems, service operations

6.

Beyond Averages: How Do Customers Respond to Wait Time Distributions?

Cornell SC Johnson College of Business Research Paper(forthcoming), Johns Hopkins Carey Business School Research Paper No. 24-12
Number of pages: 48 Posted: 11 Sep 2024 Last Revised: 20 Nov 2024
Evgeny Kagan, Kyle B. Hyndman and Andrew M. Davis
Johns Hopkins University - Carey Business School, University of Texas at Dallas and Samuel Curtis Johnson Graduate School of Management, Cornell University
Downloads 172 (442,467)

Abstract:

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Service Design, Behavioral Queueing, Experiments

7.

Transfer Decisions in Services: A Multimethod Approach

Number of pages: 52 Posted: 18 Feb 2021 Last Revised: 07 Oct 2021
Brett Hathaway, Evgeny Kagan and Maqbool Dada
Brigham Young University, Johns Hopkins University - Carey Business School and Johns Hopkins University - Carey Business School
Downloads 115 (621,896)

Abstract:

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decision-making, behavior in queueing systems, service operations, incentive design