Research

Peer-Reviewed Articles

• Daw A., Castellanos, A., Yom-Tov, G.B., Pender, J., Gruendlinger, L. (2024). “The Co-Production of Service: Modeling Service in Contact Centers Using Hawkes Processes” Management Science
  • 2022: POMS Applied Research Challenge Finalist
  • 2021: Selected for MSOM Service Management SIG

Conference Peer-Reviewed Publications

• Castellanos, A., Daw, A., Ward, A.R., Yom-Tov, G.B. (2024). “Closing the Service: Contrasting Activity-Based and Time-Based Systematic Closure Policies” Proceedings of the 2024 Winter Simulation Conference, Forthcoming

• Li, B., Castellanos, A., Shi, P., Ward, A.R. “Combining Machine Learning and Queueing Theory for Data-driven Incarceration-Diversion Program Management” Proceedings of the 38th AAAI Conference