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.
Monika’s research focuses on customer wait and customer emotion in service interactions. She joined the SEE-Lab team at the end of 2015 and currently works on her thesis on employee multitasking, employee response time and subsequent customer emotion in chat-based service interactions, advised by Prof. Anat Rafaeli and Dr. Galit B. Yom-Tov. The data she works on is provided by the company LivePerson Ltd. which developed an automatic emotion detection tool and maintains a worldwide platform for chat-based service interactions.
Nitzan is now studying towards her Ph.D. at Technion IE&M, 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".