Working Papers

  1. Andrew Daw and Galit B. Yom-Tov “Asymmetries of Service: Interdependence and Synchronicity”.  (Link to the manuscript:
  2. Antonio Castellanos, Andrew Daw, Amy Ward, and Galit B. Yom-Tov “Closing the Service: Contrasting Activity-Based and Time-Based Systematic Closure Policies”. (Link to the manuscript: )
  3. Petar Momcilovic, Avishai Mandelbaum, Nitzan Carmeli, Mor Armony, Galit B. Yom-Tov “Resource-Driven Activity-Networks (RANs): A Modelling Framework for Complex Operations”.  (Link to the manuscript: RAN_Oct2022)
  4. Monika Westphal, Galit B. Yom-Tov, Avi Parush, Anat Rafaeli, “Reducing Abandonment and Improving Attitudes in Emergency Departments: Integrating Delay Announcements into Operational Transparency to Signal Service Quality”. (Link to the manuscript: myED)
  5. Lior T. Landa, Antonio Castellanos, Yair Goldberg, and Galit B. Yom-Tov, “The Reactive Hidden Markov Model: Real-Time Estimation of Customer Satisfaction in Contact Centers”.
  6. Mor Armony and Galit Yom-Tov, “Hospitalization versus Home Care: Balancing Mortality and Infection Risks for Hematology Patients”. (Link to the manuscript: Optimize Hematology LOS).
  7. Daniel Altman, Anat Rafaeli, and Galit B. Yom-Tov, “Emotional Workload in Healthcare: Identifying and Scaling the Emotional Demand in Healthcare Work Events”.
  8. Antonio Castellanos, Galit B. Yom-Tov, and Yair Goldberg, “Silent Abandonment in Contact Centers: Estimating Customer Patience from Uncertain Data” (Link to the manuscript: Silent_Abandonment_5_2022).
  9. Shelly Ashtar, Anat Rafaeli, and Galit B. Yom-Tov “Customer Emotion and Control as Demands and Resources for Customer Service Agents: Predicting the Length of Unscheduled Microbreaks”.
  10. Johan S.H. van Leeuwaarden, Britt W.J. Mathijsen, Fiona Sloothaak, and Galit B. Yom-Tov “The Restricted Erlang-R Queue: Finite-Size Effects in Service Systems with Returning Customers”. (Link to the manuscript: PDF – Restricted Erlang -R)

Published (or in press) Papers

  1. Manlu Chen, Opher Baron, Avishai Mandelbaum, Jianfu Wang, Galit B. Yom-Tov, Nadir Arber, “Waiting Experience in Open-Shop Service Networks: Improvements via Flow Analytics & Automation”. (Link to the manuscript: PDF – Open Shop (Nov 23)). Forthcoming in M&SOM, 2024.
  2. Andrew Daw, Antonio Castellanos, Galit B. Yom-Tov, Jamol J. Pender, and Leor Gruendlinger, “The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes” (Link to the manuscript: PDF – Co-Production – June 2023 (Link to a YouTube video of this paper given in the 2021 Data-driven Queueing Challenges workshop.) Forthcoming in Management Science, 2024.
  3. A. Ingolfsson, A. Mandelbaum, K. Schultz, and G.B. Yom-Tov “Preface to the Special Issue on Behavioral Queueing Science: The Need for a Multidisciplinary Approach,” Operations Research, pp. 1–8, 2023.
  4. Andrew Daw, Galit B. Yom-Tov “Markov Process Simulations of Service Systems with Concurrent Hawkes Service Interactions”. Proceedings of the 2023 Winter Simulation Conference (WSC), San Antonio, TX.  C. G. Corlu, S. R. Hunter, H. Lam, B. S. Onggo, J. Shortle, and B. Biller, eds. IEEE (2023).
  5. Shelly Ashtar, Galit B. Yom-Tov, Anat Rafaeli, and Jochen Wirtz “Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction”. Journal of Service Research (JSR), 0(0), 2023.
  6. Armann Ingolfsson, Avishai Mandelbaum, Kenneth Schultz, Galit B. Yom-Tov “Preface to the Special Issue on Behavioral Queueing Science: The Need for a Multidisciplinary Approach”. Operations Research 71(3):1–8, 2023.
  7. Monika Westphal, Michael Vössing, Gerhard Satzger, Galit B. Yom-Tov and Anat Rafaeli, “Decision control and explanations in human-AI collaboration: Improving user perceptions and compliance”. Computers in Human Behavior, 144:10771, 2023. (DOI: 10.1016/j.chb.2023.107714)
  8. Nitzan Carmeli, Galit B. Yom-Tov, and Onno Boxma, “State-Dependent Estimation of Delay Distributions in Fork-Join Networks” (Forthcoming in M&SOM. DOI: msom.2022.1167. Link to online appendix Link to the manuscript: Delay_estimation_FJ_2021).
  9. Galit B. Yom-Tov, Anat Rafaeli, “Integrating Emotional Load into Service Operations“. Special Issue: 100 views on queues, Queueing Systems (QUESTA), Vol. 100(3), 565-567, 2022.
  10. Shelly Ashtar, Galit B. Yom-Tov, Navot Akiva, Anat Rafaeli, “When Do Service Employees Smile? Response-Dependent Emotion Regulation in Emotional Labor”. Journal of Organizational Behavior (JOB), 42:1202–1227, 2021. (DOI: 10.1002/job.2562)
  11. Galit B. Yom-Tov and Carri W. Chan, “Balancing Admission Control, Speedup, and Waiting in Service Systems”. Queueing Systems, 97:163–219, 2021. (DOI: 10.1007/s11134-021-09685-z)
  12. Daniel Altman, Galit B. Yom-Tov, Marcello Olivares, Shelly Ashtar, and Anat Rafaeli, “Do Customer Emotions Affect Worker Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers”, M&SOM, 23(4):854-875, 2021 (DOI: 10.1287/msom.2020.0897). (Link to the manuscript:  Emotional_load Online appendix: Emotional_load – Online appendix )
  13. Galit B. Yom-Tov, Liron Yedidsion, and Yueming Xie, “An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value and Service Level”, M&SOM, 23(5):1077-1095, 2021 (DOI: 10.1287/msom.2019.0852 ) (Link to the manuscript: Proactive_service_systems_2_2_2019).
  14. Monika Westphal, Galit B. Yom-Tov, Avi Parush, Nitzan Carmeli, Alina Shaulov, Chen Shapira, and Anat Rafaeli, “A Patient-Centered Information System (myED) for Emergency Care Journeys: Design, Development, and Initial Adoption”, JMIR Form Res 2020;4(2):e16410. (DOI: 10.2196/16410)
  15. Anat Rafaeli, Daniel Altman, and Galit B. Yom-Tov. 2018. “Cognitive and Emotional Load Influence Response Time of Customer-Service Agents: A Large Scale Analysis of Chat Service Conversations”. Proceedings of the 52nd Hawaii International Conference on System Sciences (HICSS-52), January 8–11, 2019, Hawaii, US, 10 pages. (DOI:10.24251/hicss.2019.231) (Link to the manuscript: HICSS-52_0190)
  16. Jing Dong, Elad Yom-Tov, and Galit B. Yom-Tov, “The Impact of Delay Announcements on Hospital Network Coordination and Waiting Times“, Management Science, Vol. 65, No. 5, 1969–1994, 2019. (DOI: 10.1287/mnsc.2018.3048) (Link to the manuscript: hospital_sync_final)
  17. Raïsa Carmen, Galit Yom-Tov, Inneke Van Nieuwenhuyse, Bram Joubert, and Yishai Ofran (2019) “The role of specialized hospital units in infection and mortality risk reduction among patients with hematological cancers“, PLoS ONE 14(3): e0211694. (
  18. Galit B. Yom-Tov and Tali Gurtz. 2018. “Delay Guarantee Planning of Call-Back Options in Time-Varying Service Systems”. In Winter Simulation Conference, December 9–12, 2018, Gothenburg, Sweden (DOI: 10.1109/WSC.2018.8632519). (Link to the manuscript: call_back).
  19. Galit B. Yom-Tov, Shelly Ashtar, Daniel Altman, Michael Natapov, Neta Barkay, Monika Westphal, and Anat Rafaeli. 2018. “Customer Sentiment in Web-Based Service Interactions: Automated Analyses and New Insights”. In WWW 18 Companion: The 2018 Web Conference Companion, April 23–27, 2018, Lyon, France. ACM, New York, NY, USA, 8 pages. (
  20. Mor Armony, Shlomo Israelit, Avishai Mandelbaum, Yariv N. Marmor, Yulia Tseytlin, and Galit B. Yom-Tov. “On Patient Flow in Hospitals: A Data-Based Queueing-Science Perspective”, Stochastic Systems, Vol. 5, No. 1, 146–194, 2015 (DOI: 10.1214/14-SSY153). (Link to the manuscript:  Patient flow (May 2015) Extended Version)
  21. Jing Dong, Pnina Feldman, and Galit B. Yom-Tov. “Service System with Slowdowns: Potential Failures and Proposed Solutions“, Operations Research, Vol. 63, No. 2, pp. 305-324, 2015 (DOI: 10.1287/opre.2015.1346). (Link to the manuscript: slowdown pdf (last updated Nov 2014))
  22. Carri W. Chan, Galit B. Yom-Tov and Gabriel Escobar, “When to use Speedup: An Examination of Service Systems with Returns“, Operations Research, Vol. 62, No. 2, pp. 462–482, March-April 2014 (DOI: 10.1287/opre.2014.1258). (Links to the manuscript: opre.2014.1258) *Second Place: INFORMS 2012 JFIG best paper competition.*
  23. Galit B. Yom-Tov and Avishai Mandelbaum, “Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing“, M&SOM Vol. 16, No. 2, pp. 283–299, Spring 2014. (Links to the manuscript: msom.2013.0474; Online Supplement: Erlang_R supplement)

Book Chapters:

  1. Anat Rafaeli, Galit B. Yom Tov, Shelly Ashtar, and Daniel Altman, “Opportunities, Tools and New Insights: Evidence on Emotions in Service from Analyses of Digital Traces Data” C.E.J. H ̈artel, W.J. Zerbe, and N.M. Ashkanasy (Ed.) Emotions and Service in the Digital Age (Research on Emotions in Organizations, Vol 16), Emerald Publishing Limited, UK pp. 105–136, 2020. (Link to the manuscript: Service in the Digital Age).
  2. M. Horwitch, H. Grupp, S. Maital, G. Sobel (Yom-Tov) and G. Dopelt, “Global integration of marketing and R&D: IBMs Haifa research laboratory and its ’Webcutter’ technology”, Appear at Getting Better at Sensemaking. A.G. Woodside (Ed.). JAI Press, Stamford, Connecticut, USA. pp. 203-214, 2000.

“Queues in Hospitals: Queueing Networks with ReEntering Customers in the QED Regime”. Ph.D. Thesis, Technion. (2010) (Link to the manuscript: PHD)
“Portfolio Management Approach to Supplier Selection”. M.Sc. Thesis, Technion. (2006)