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Brett Hathaway, PhD

Assistant Professor

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ACADEMIC AREA

Operations Management & Business Analytics

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AREAS OF INTEREST

Service Operations, Behavioral Operations, Econometrics

Latest Publication

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

with Evgeny Kagan and Maqbool Dada. Accepted at Operations Research.

In many service encounters front-line workers (often referred to as gatekeepers) have the discretion to attempt to resolve a customer request or to transfer the customer to an expert service provider. Motivated by an incentive redesign at a call center of a mid-size US-based bank, we formulate and solve an analytical model of the gatekeeper’s transfer response to different incentive schemes and to different congestion levels. We then test several model predictions experimentally.

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Teaching Philosophy

Good teaching consists of three elements : 

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Topical Relevance

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Instructor Performance

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Customer Service

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