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. [arXiv version]
- 2025: 2nd Place MSOM Service Management SIG Best Paper Award
- 2022: POMS Applied Research Challenge Finalist
- 2021: Selected for MSOM Service Management SIG

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
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

Castellanos, A., Yom-Tov, G.B., Goldberg, Y. (2023) “Silent Abandonment in Contact Centers Estimating Customer Patience from Uncertain Data.”
- 2020: INFORMS Behavioral Operations Best Working Paper Competition, Honorable Mention
- 2020: The Operations Research Society of Israel (ORSIS) Abraham Mehrez Prize for Graduate Excellent Work
- 2019: The Israel Statistics and Data Science Association ISDSA Outstanding Research Poster, Second Place
- Split into the next two papers:
  - Castellanos, A., Yom-Tov, G.B, Goldberg, Y., Park, J. (2025) “Silent Abandonment in Text-Based Contact Centers: Identifying, Quantifying, and Mitigating its Operational Impacts.” Submittted
  - Castellanos, A., Yom-Tov G.B. “Silent Abandonment Policies”
Castellanos, A., Landa L.T., Goldberg, Y., Yom-Tov, G.B. (2025). “Real-Time Estimation of Customer Satisfaction in Contact Centers.” Submittted

2023: INFORMS George B. Dantzig Dissertation Award, Honorable Mention
2021 & 2020: Israeli Higher Education Council: Prize for Outstanding Research in Data Science
2019: Technion IE&M Nahmani Prize for Outstanding Research in Quality Management