Currently faculty at the
Technion – Israel Institute of Technology
Faculty of Data and Decision Sciences
Co-director of the Service Engineering Enterprise (SEE)-Lab
Research Interests
Service Engineering/Service Operations
Behavioral Operations
Queueing Networks and Approximations
Healthcare and Call-center Operational Design
I am an Associate Professor at the Faculty of Data and Decision Sciences of the Technion (formerly Industrial Engineering and Management). My research focuses on operations of service systems, in particular, healthcare and contact centers. My research aims to build models for understanding the impact of customer and agent behavior on service systems and to incorporate these behaviors into operational models of such systems. I lead a multidisciplinary research approach that applies a combination of Data Science and Stochastic Modeling to archives of digital traces from service systems. My recent work used such data to study the dynamics of customer emotions in contact centers, the reaction of customers to delay announcements in emergency departments, as well as other aspects of service delivery. I have published my work in leading operations research journals, including Management Science, M&SOM, OR, and Stochastic Systems.
Since 2019, I am also a co-director of the SEELab. A worldwide hub for research and teaching in Service Engineering. Lab website: https://seelab.net.technion.ac.il
News
3/2019: We are happy to announce a call for paper on Behavioral Queueing Science in Operations Research. For more details see https://pubsonline.informs.org/page/opre/calls-for-papers
10/2018: We are organizing a workshop on “Service Engineering: From Theory to Practice” at the Technion, honoring Prof. Avishai Mandelbaum. For details see https://seeworkshop.net.technion.ac.il