Role: Ph.D. Student
Email: shellyashtar@gmail.com
Shelly Ashtar has a BA in Psychology and Multidisciplinary Studies from Ben-Gurion University of the Negev and a MSc and PhD in Behavioral and Management Sciences- Organizational Psychology from the Technion.
In her M.Sc. thesis Shelly focused on the connection between customer emotions, work demands and employee withdrawal behaviours. M.Sc. thesis title: “The Impact of Operational Load on Agent Withdrawal Behaviour in Service Systems”. (Link: Shelly M.Sc. Thesis)
In her PhD thesis Shelly studied the impact of affective displays on service system interactions. (Link: Shelly Ashtar PhD)
Publications:
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. (https://dl.acm.org/citation.cfm?doid=3184558.3191628)
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).
D. Altman, G.B. Yom-Tov, M.O. Olivares, S. Ashtar, and A. Rafaeli “Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers”. Manufacturing and Service Operations Management (M&SOM), 23(4):854–875, 2021.
S. Ashtar, G.B. Yom-Tov, A. Rafaeli, and N. Akiva “When Do Service Employees Smile? Response- Dependent Emotion Regulation in Emotional Labor”. Journal of Organizational Behavior (JOB), 42:1202–1227, 2021.
S. Ashtar, G.B. Yom-Tov, A. Rafaeli, and J. Wirtz “Affect-as-Information: Customer and Em- ployee Affective Displays as Expeditious Predictors of Customer Satisfaction”. Journal of Service Research (JSR) 27(4):525-542, 2024. (DOI: https://doi.org/10.1177/10946705231194076)