I am an associate professor of Operations Management at Kenan-Flagler business school (UNC-Chapel Hill). I joined UNC in July of 2013. My research focus is mostly on the empirical service operations area. More specifically, I am interested in understanding the customer and agent behavior from data using statistical and machine learning methods ranging from regressions and the structural estimation approach to neural networks and principal component analyses.  

I got my PhD degree in Operations Management from Kellogg School of Management at Northwestern University, and my BSc and MSc degrees in Electrical Engineering from Sharif University of Technology, Tehran, Iran.

I teach BUSI 410 (Business Analytics) in the undergraduate program and MBA 706 (Data Analytics) in the MBA program.

Published papers:

  • Don't Call Us, We'll Call You: An Empirical Study of Callers' Behaviors Under a Callback Option, B. Hathaway, S. M. Emadi and V. Deshpande, Accepted in January 2020, Forthcoming at Management Science.

  • Structural Estimation of Callers' Delay Sensitivity in Call Centers, Z. Aksin, B. Ata, S. M. Emadi and C. Su., Management Science, Vol.  59, No.  12, December 2013, pp. 2727-2746.

    • This paper was selected as one of three finalists for the 2015 MSOM Service Management SIG Prize for the best paper on service management published in the last three years.​​

Papers under review:

  • History-Based Priority Policies: How to Use Caller History to Reduce Caller Waiting Times And Increase Cross-Selling Opportunities, B. Hathaway, S. M. Emadi and V. Deshpande, Major Revision at Management Science.

  • Can “Very Noisy” Information Go a Long Way? An Exploratory Analysis of Personalized Scheduling in Service Systems, S. M. Emadi, R. Ibrahim and S. Kesavan, Rejact and Resubmit at Manufacturing & Service Operations Management.