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Biography

Brett Hathaway is an Assistant Professor of Operations and Global Supply Chain Management. Professor Hathaway joins us from the tenure-track faculty of the Carey Business School at Johns Hopkins University. He completed his doctoral studies in Operations Management at the Kenan-Flagler School of Business and the University of North Carolina at Chapel Hill. He also holds an MBA from the Marriott School of Management at BYU and a Bachelor of Arts in International Business from BYU Hawaii.

Prior to entering academia, Brett spent nine years managing the operations of customer service call centers and IT support centers in companies that include Hewlett Packard, the Whirlpool Corporation, and Zions Bancorp. His experience in industry inspired him to enter academia to rigorously research operational issues in service systems. Brett works with industry partners to obtain unique datasets and uses a variety of methods (econometric estimation, analytical modeling, behavioral lab experiments, and simulation) to study customer and server behavior. His research provides insights regarding the customer/server decision-making process, describes how the performance of the system depends on their behavior, and demonstrates how companies can improve the performance measures of their service systems under various policies and designs. His research has been published in the flagship journals of the field, including Management Science and Operations Research, and he has been invited to present his work at top conferences such as the INFORMS Annual Conference and the MSOM Special Interest Group Conference.

Brett is also an avid "peak bagger", having summitted hundreds of mountains throughout the US. Some of the notable peaks he has summitted include Mount Shasta (CA), Mount Whitney (CA), Mount Marcy (NY), Mount Washington (NH), Mount Mitchell (NC), Kings Peak (UT), and Mount Timpanogos (UT).

Education

• Doctorate of Philosophy, Operations Management, University of North Carolina at Chapel Hill, 2019
• Master of Business Administration, Brigham Young University, 2008
• Bachelor of Arts, International Business Management, Brigham Young University Hawaii, 2003
• Associate of Arts, Liberal Arts, American River College, 2002

Selected Publications

• "The Gatekeeper’s Dilemma: “When Should I Transfer This Customer?”", Operations Research, INFORMS, 2022
• "Personalized Priority Policies in Call Centers Using Past Customer Interaction Information", Management Science, Edition 4, Volume 68, Pages 2806-2823, INFORMS, 2022
• "Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option.", Management Science, Edition 3, Volume 67, Pages 1508-1526, INFORMS, 2021
• "On First-Come, First-Served Queues with Two Classes of Impatient Customers.", Queueing Systems, Volume 91, Pages 113-142, Springer US, 2018

Experience

Academic - Post-Secondary

• Assistant Professor of Operations Management and Business Analytics, Johns Hopkins University, Carey Business School, 2019–2022

Professional

• Workforce Management Supervisor, Zions Bancorporation, 2010–2014
• IT Support Operations Manager, Hewlett-Packard Corporation, 2008–2009
• Workforce Management Analyst, Hewlett Packard Employee Credit Union, 2004–2006

Awards

• 2024 MSOM Service Management SIG Best Paper Award, INFORMS, 2024
• Best TIMES (Technology, Innovation Management, and Entrepreneurship) Working Paper, INFORMS, 2023
• Best Working Behavioral Operations Management Paper, INFORMS, 2020
• Latane' Most Outstanding Student Award, Henry Latane' Foundation, 2019
• Most Outstanding International Business Graduate, Brigham Young University Hawaii, 2003

Languages

• German