Brett Hathaway

5 catalog papers. Identity-linked publications and additional name matches are distinguished below.

ORCID: 0000-0002-8454-1036

Marriott School of Business, Brigham Young University, Provo, Utah 84602

Publications

• Customer Service Operations: A Gatekeeper Framework — Production and Operations Management 2025
• The Gatekeeper’s Dilemma: “When Should I Transfer This Customer?” — Operations Research 2023
• Personalized Priority Policies in Call Centers Using Past Customer Interaction Information — Management Science 2022
• Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option — Management Science 2021
• Why Are Customers Averse to Service Chatbots? — Manufacturing & Service Operations Management