Published ManuscriptWorking PapersTheses

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.

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)

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: ICU_fluid_FINAL) *Second Place: INFORMS 2012 JFIG best paper competition.*

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))

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)

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. (

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).

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. (

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)

Galit B. Yom-Tov, Liron Yedidsion, and Yueming Xie, “An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value and Service Level”, forthcoming in MSOM, 2019 (Link to the manuscript: Proactive_service_systems_2_2_2019 ).

Galit B. Yom-Tov and Carri W. Chan, “Balancing Admission Control, Speedup, and Waiting in Service Systems”. (Link to the manuscript: ICUAdmSpdup)

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)

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”.

Daniel Altman, Galit B. Yom-Tov, and Marcello Olivares, “Do Customer Emotions Affect Worker Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers” (Link to the manuscript: Emotional_load_7_2019).

Nitzan Carmeli, Galit B. Yom-Tov, and Onno Boxma, “State-Dependent Estimation of Delay Distributions in Fork-Join Networks” (Link to the manuscript: Delay_estimation_for_FJ_networks).

“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)