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Galit B. Yom-Tov

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2020 – today

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2024
[j12]
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Manlu Chen, Opher Baron, Avishai Mandelbaum, Jianfu Wang, Galit B. Yom-Tov, Nadir Arber:
Frontiers in Operations: Waiting Experience in Open-Shop Service Networks: Improvements via Flow Analytics and Automation. Manuf. Serv. Oper. Manag. 26(4): 1211-1228 (2024)
[i3]
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  - journals/corr/abs-2402-15533
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Andrew Daw, Galit B. Yom-Tov:
Asymmetries of Service: Interdependence and Synchronicity. CoRR abs/2402.15533 (2024)
2023
[j11]
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  - journals/chb/WestphalVSYR23
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Monika Westphal, Michael Vössing, Gerhard Satzger, Galit B. Yom-Tov, Anat Rafaeli:
Decision control and explanations in human-AI collaboration: Improving user perceptions and compliance. Comput. Hum. Behav. 144: 107714 (2023)
[j10]
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Armann Ingolfsson, Avishai Mandelbaum, Kenneth Schultz, Galit B. Yom-Tov:
Preface to the Special Issue on Behavioral Queueing Science: The Need for a Multidisciplinary Approach. Oper. Res. 71(3): 791-797 (2023)
[j9]
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  - journals/msom/CarmeliYB23
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Nitzan Carmeli, Galit B. Yom-Tov, Onno J. Boxma:
State-Dependent Estimation of Delay Distributions in Fork-Join Networks. Manuf. Serv. Oper. Manag. 25(3): 1081-1098 (2023)
[c4]
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Andrew Daw, Galit B. Yom-Tov:
Markov Process Simulations of Service Systems with Concurrent Hawkes Service Interactions. WSC 2023: 698-709
[i2]
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  - journals/corr/abs-2304-11754
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Antonio Castellanos, Galit B. Yom-Tov, Yair Goldberg:
Silent Abandonment in Contact Centers: Estimating Customer Patience from Uncertain Data. CoRR abs/2304.11754 (2023)
2022
[j8]
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  - journals/questa/Yom-TovR22
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Galit B. Yom-Tov, Anat Rafaeli:
Integrating emotional load into service operations. Queueing Syst. Theory Appl. 100(3-4): 565-567 (2022)
2021
[j7]
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  - journals/msom/AltmanYOAR21
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Daniel Altman, Galit B. Yom-Tov, Marcelo Olivares, Shelly Ashtar, Anat Rafaeli:
Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers. Manuf. Serv. Oper. Manag. 23(4): 854-875 (2021)
[j6]
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Galit B. Yom-Tov, Liron Yedidsion, Yueming Xie:
An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value, and Service Level. Manuf. Serv. Oper. Manag. 23(5): 1077-1095 (2021)
[j5]
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Galit B. Yom-Tov, Carri W. Chan:
Balancing admission control, speedup, and waiting in service systems. Queueing Syst. Theory Appl. 97(1-2): 163-219 (2021)
2020
[i1]
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  - journals/corr/abs-2004-07861
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Andrew Daw, Antonio Castellanos, Galit B. Yom-Tov, Jamol Pender, Leor Gruendlinger:
The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes. CoRR abs/2004.07861 (2020)

2010 – 2019

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2019
[j4]
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  - journals/mansci/DongYY19
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Jing Dong, Elad Yom-Tov, Galit B. Yom-Tov:
The Impact of Delay Announcements on Hospital Network Coordination and Waiting Times. Manag. Sci. 65(5): 1969-1994 (2019)
[c3]
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Anat Rafaeli, Daniel Altman, Galit B. Yom-Tov:
Cognitive and Emotional Load Influence Response Time of Service Agents: A Large Scale Analysis of Chat Service Conversations. HICSS 2019: 1-10
2018
[c2]
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  - conf/wsc/Yom-TovZ18
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Galit B. Yom-Tov, Tali Zeitler:
Delay Guarantee Planning of Call-Back options in Time-varying Service Systems. WSC 2018: 2084-2094
[c1]
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  - conf/www/Yom-TovAANBWR18
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Galit B. Yom-Tov, Shelly Ashtar, Daniel Altman, Michael Natapov, Neta Barkay, Monika Westphal, Anat Rafaeli:
Customer Sentiment in Web-Based Service Interactions: Automated Analyses and New Insights. WWW (Companion Volume) 2018: 1689-1697
2015
[j3]
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  - journals/ior/DongFY15
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Jing Dong, Pnina Feldman, Galit B. Yom-Tov:
Service Systems with Slowdowns: Potential Failures and Proposed Solutions. Oper. Res. 63(2): 305-324 (2015)
2014
[j2]
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  - journals/ior/ChanYE14
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Carri W. Chan, Galit B. Yom-Tov, Gabriel J. Escobar:
When to Use Speedup: An Examination of Service Systems with Returns. Oper. Res. 62(2): 462-482 (2014)
[j1]
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Galit B. Yom-Tov, Avishai Mandelbaum:
Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing. Manuf. Serv. Oper. Manag. 16(2): 283-299 (2014)

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