Research
Peer-Reviewed Articles
- Daw A., Castellanos, A., Yom-Tov, G.B., Pender, J., Gruendlinger, L. (2025). “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
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
Li, B., Castellanos, A., Shi, P., Ward, A.R. (2024) “Combining Machine Learning and Queueing Theory for Data-driven Incarceration-Diversion Program Management.” Proceedings of the 38th AAAI Conference
Selected Working Papers
Castellanos, A., Daw, A., Yom-Tov, G.B. (2026) “What You Say Versus When You Say It: Efficiently Predicting Service Completions with LLMs and Stochastic Processes.” Submittted
Zourob, J., Park, J., Castellanos, A., Sheele, J.M. (2026). “Hospital Operational Factors Associated With Emergency Department Wait Times in the United States: Evidence from a National Retrospective Study (2016-2022).” Submittted
Castellanos, A., Landa L.T., Goldberg, Y., Yom-Tov, G.B. (2025). “Real-Time Estimation of Customer Satisfaction in Contact Centers.” Submittted
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.”
Dissertation Honors
- 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