Antonio Castellanos is currently a Ph.D. student in Industrial Engineering at the Technion advised by Prof. Galit Yom-Tov. His research is focused on building models to overcome information uncertainty in contact centers.
Daniel M.Sc. thesis, entitled "Modeling Employee Behavioural Reactions to Emotions Expressed by Customers: A Non-obtrusive Examination of Customer Service Employees Behaviour", explored the effects of expressed customer emotion in service systems on consequent employee performance and behaviour using Big-Data.
Lior-Tony Landa is a M.Sc. student at the IE&M faculty at the Technion. His research is focused on building models for predicting customer satisfaction in contact centers.
Matias Kohn is an M.Sc. student at the IE&M faculty at the Technion. His research is focused on the impact of patient routing on patients' length of stay.
Monika's research focuses on service operations and takes an interdisciplinary perspective. In her dissertation, she tackles the question of how service organizations can and should make various unclear, hidden, or not yet known processes transparent to their stakeholders. The goal is to increase stakeholders’ understanding about the processes they go through, in a way that both the stakeholders and the organization benefit.
Shelly is currently a Ph.D. student, jointly supervised by Prof. Anat Rafaeli and Prof. Galit Yom-Tov. She studies the effect of customer behaviors on service systems.
Tamir Shwartz is an M.Sc. student at the IE&M faculty. He is advised by Prof. Galit Yom-Tov and Prof. Anat Rafaeli. He investigates agent activities in contact centers.
Yamit Leon is an M.Sc. student at the IE&M faculty. Her research is on national park operations and is done in collaboration with the Israeli national park authority.
Nitzan finished her Ph.D. at Technion IE&M faculty in Sep 2020, under the supervision of Dr. Galit Yom-Tov and Prof. Avishai Mandelbaum.
Tali Gertz was a M.Sc. student at the Technion. Her thesis entitled "Utilising Call Cacks: Time-Varying Queues with a Call Back Option" developed simulation-based optimization for call centers that implement a call-back operation. The work aims to help the organization set the call-back guarantees which form an ad-hoc contract with the customer, and therefore must be met.
Yueming Xie was an M.Sc. student at the IE&M faculty, and worked on developing invitation control policy for proactive service systems. Publication: Galit B. Yom-Tov, Liron Yedidsion, and Yueming Xie, "An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value and Service Level", MSOM, 2020. Link to the manuscript: Proactive_service_systems_2_2_2019 .