When to Use Speedup: An Examination of Service Systems with Returns. - Carri W. Chan; Galit B. Yom-Tov; Gabriel J. Escobar (Oper. Res., 2014)

Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing. - Galit B. Yom-Tov; Avishai Mandelbaum (Manuf. Serv. Oper. Manag., 2014)

Service Systems with Slowdowns: Potential Failures and Proposed Solutions. - Jing Dong 007; Pnina Feldman; Galit B. Yom-Tov (Oper. Res., 2015)

Delay Guarantee Planning of Call-Back options in Time-varying Service Systems. - Galit B. Yom-Tov; Tali Zeitler (WSC, 2018)

Customer Sentiment in Web-Based Service Interactions: Automated Analyses and New Insights. - Galit B. Yom-Tov; Shelly Ashtar; Daniel Altman; Michael Natapov; Neta Barkay; Monika Westphal; Anat Rafaeli (WWW (Companion Volume), 2018)

Cognitive and Emotional Load Influence Response Time of Service Agents: A Large Scale Analysis of Chat Service Conversations. - Anat Rafaeli; Daniel Altman; Galit B. Yom-Tov (HICSS, 2019)

The Impact of Delay Announcements on Hospital Network Coordination and Waiting Times. - Jing Dong 007; Elad Yom-Tov; Galit B. Yom-Tov (Manag. Sci., 2019)

The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes. - Andrew Daw; Antonio Castellanos; Galit B. Yom-Tov; Jamol Pender; Leor Gruendlinger (CoRR, 2020)

Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers. - Daniel Altman; Galit B. Yom-Tov; Marcelo Olivares; Shelly Ashtar; Anat Rafaeli (Manuf. Serv. Oper. Manag., 2021)

An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value, and Service Level. - Galit B. Yom-Tov; Liron Yedidsion; Yueming Xie (Manuf. Serv. Oper. Manag., 2021)

Balancing admission control, speedup, and waiting in service systems. - Galit B. Yom-Tov; Carri W. Chan (Queueing Syst. Theory Appl., 2021)

Integrating emotional load into service operations. - Galit B. Yom-Tov; Anat Rafaeli (Queueing Syst. Theory Appl., 2022)

Markov Process Simulations of Service Systems with Concurrent Hawkes Service Interactions. - Andrew Daw; Galit B. Yom-Tov (WSC, 2023)

Silent Abandonment in Contact Centers: Estimating Customer Patience from Uncertain Data. - Antonio Castellanos; Galit B. Yom-Tov; Yair Goldberg (CoRR, 2023)

Preface to the Special Issue on Behavioral Queueing Science: The Need for a Multidisciplinary Approach. - Armann Ingolfsson; Avishai Mandelbaum; Kenneth Schultz; Galit B. Yom-Tov (Oper. Res., 2023)

State-Dependent Estimation of Delay Distributions in Fork-Join Networks. - Nitzan Carmeli; Galit B. Yom-Tov; Onno J. Boxma (Manuf. Serv. Oper. Manag., 2023)

Decision control and explanations in human-AI collaboration: Improving user perceptions and compliance. - Monika Westphal; Michael Vössing; Gerhard Satzger; Galit B. Yom-Tov; Anat Rafaeli (Comput. Hum. Behav., 2023)

Closing the Service: Contrasting Activity-Based and Time-Based Systematic Closure Policies. - Antonio Castellanos; Andrew Daw; Amy R. Ward; Galit B. Yom-Tov (WSC, 2024)

Asymmetries of Service: Interdependence and Synchronicity. - Andrew Daw; Galit B. Yom-Tov (CoRR, 2024)

Frontiers in Operations: Waiting Experience in Open-Shop Service Networks: Improvements via Flow Analytics and Automation. - Manlu Chen; Opher Baron; Avishai Mandelbaum; Jianfu Wang; Galit B. Yom-Tov; Nadir Arber (Manuf. Serv. Oper. Manag., 2024)

The Co-Production of Service: Modeling Services in Contact Centers Using Hawkes Processes. - Andrew Daw; Antonio Castellanos; Galit B. Yom-Tov; Jamol Pender; Leor Gruendlinger (Manag. Sci., 2025)

Silent Abandonment in Text-Based Contact Centers: Identifying, Quantifying, and Mitigating its Operational Impacts. - Antonio Castellanos; Galit B. Yom-Tov; Yair Goldberg; Jaeyoung Park (CoRR, 2025)