On first-come, first-served queues with two classes of impatient customers. - Ivo Adan; Brett Alan Hathaway; Vidyadhar G. Kulkarni (Queueing Syst. Theory Appl., 2019)

Don't Call Us, We'll Call You: An Empirical Study of Caller Behavior Under a Callback Option. - Brett Alan Hathaway; Seyed Morteza Emadi; Vinayak Deshpande (Manag. Sci., 2021)

Personalized Priority Policies in Call Centers Using Past Customer Interaction Information. - Brett Alan Hathaway; Seyed Morteza Emadi; Vinayak Deshpande (Manag. Sci., 2022)

The Gatekeeper's Dilemma: "When Should I Transfer This Customer?". - Brett Alan Hathaway; Evgeny Kagan; Maqbool Dada (Oper. Res., 2023)

Deploying Chatbots in Customer Service: Adoption Hurdles and Simple Remedies. - Evgeny Kagan; Brett Alan Hathaway; Maqbool Dada (CoRR, 2025)