Brett Hathaway holds a PhD in Operations Management from the University of North Carolina, Chapel Hill as well as an MBA from Brigham Young University. He also holds a bachelor's degree in International Business from BYU Hawaii. Prior to entering academia, Brett spent seven years managing the operations of customer service call centers. While he enjoyed managing call centers, he felt inspired to enter academia to rigorously research operational issues in customer service systems. In his current research, Brett works with industry partners to obtain unique datasets, and uses econometric and machine learning approaches to study customer behavior under various customer service innovations, such as new service channels and new data sources. His studies provide insights regarding the customer decision-making process, describe how the performance of the system depends on customer behavior, and demonstrate how companies can improve the performance measures of their service systems under various policies.
Honors and distinctions
- Latane' Most Outstanding Student Award (2019): Awarded to Most Outstanding Doctoral Student in Kenan-Flagler Business School
- Operations Management Rising Scholar Award (2015): Awarded for Outstanding Progress in Doctoral Research
- ''Don't Call Us, We'll Call You: An Empirical Study of Caller Behavior Under a Callback Option'' with Seyed Emadi & Vinayak Deshpande. Minor Revision at Management Science.
- "Data-Driven Priority Policies to Enhance Customer Service and Revenue Opportunities Using Past Customer Interaction Information" with Seyed Emadi & Vinayak Deshpande. Major Revision at Management Science.
- ''On First-Come, First-Served Queues with Two Classes of Impatient Customers'' with Ivo Adan & Vidyadhar Kulkarni. Queueing Systems 91(1-2)(113-142), 2019.