Role: Ph.D. Student
Email: altmandaniel1@gmail.com
Daniel Altman has a B.A in Psychology Sociology and Anthropology from the Max Stern Yezreel Valley College and an M.Sc. in Organizational Psychology from the Technion. His M.Sc. thesis, advised by Prof. Anat Rafaeli and Prof. Galit Yom-Tov, explored the effects of expressed customer emotion in service systems on consequent employee performance and behaviour using Big-Data (Link: Daniel M.Sc. Thesis). In 2021, Daniel completed his PhD studies at the Technion. His thesis investigated emotional load in service systems, where he defined and examined the effects of emotional load on employee performance (Link: Daniel Altman PhD Thesis).
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, Daniel Altman, and Galit B. Yom-Tov. “Cognitive and Emotional Load Influence Response Time of Customer-Service Agents: A Large Scale Analysis of Chat Service Conversations”. Proceedings of the 52nd Hawaii International Conference on System Sciences (HICSS-52), January 8–11, 2019, Hawaii, US, 10 pages. (DOI:10.24251/hicss.2019.231)
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. (DOI: 10.1287/msom.2020.0897)Daniel currently works at JFrog as their Customer Support Knowledge Team Leader. https://www.linkedin.com/in/daniel-altman-94521961/