About The Author

Brett Hathaway is an Assistant Professor of Operations Management and Business Analytics at the Johns Hopkins University Carey Business School. Prior to entering academia, Brett spent nine years managing the operations of customer service call centers and IT support centers. His experience in industry inspired him to enter academia to rigorously research operational issues in service systems. He works with industry partners to obtain unique datasets and use a variety of methods to study customer and server behavior. His research provides insights regarding the customer/server decision-making process, describes how the performance of the system depends on their behavior, and demonstrates how companies can improve the performance measures of their service systems under various policies and designs. If you are interested in collaborating with Brett on future research, visit his website at brett-hathaway.com or contact him at [email protected].