Daniel M.Sc. thesis, entitled "Modeling Employee Behavioural Reactions to Emotions Expressed by Customers: A Non-obtrusive Examination of Customer Service Employees Behaviour", explored the effects of expressed customer emotion in service systems on consequent employee performance and behaviour using Big-Data.
Generally speaking, Monika's research covers the effects of operational decisions on customer behavior and the resulted company performance-outcomes in the service sector. In particular, Monika’s MSc research focused on understanding customer patience and abandonment decisions in online wait, following delay information and customer self-initiated distraction while waiting.
Nitzan is now studying towards her Ph.D. at Technion IE&M faculty, under the supervision of Prof. Galit Yom-Tov and Prof. Avishai Mandelbaum.
Shelly is currently a PhD student, jointly supervised by Prof. Anat Rafaeli and Dr. Galit Yom-Tov. She studies the effect of customer behaviours on service systems.
M.Sc. thesis: "Utilising Call Cacks: Time-Varying Queues with a Call Back Option".
M.Sc. thesis: "An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value and Service Level".