Author: Shelly Ashtar, Galit B. Yom-Tov, Anat Rafaeli, and Jochen Wirtz

Shelly Ashtar (pictured) is the support data researcher at JFrog, a software development company. She has a PhD in behavioral and management sciences and organizational psychology from The Technion – Israel Institute of Technology and has published recent articles on different aspects of the customer experience. Galit B. Yom-Tov is an associate professor of data and decision sciences at Technion - Israel Institute of Technology. There, she co-leads the researching of the Service Enterprise Engineering Lab and explores her research interests in service systems, specifically focusing on healthcare. Anat Rafaeli is a professor emeritus at Technion - Israel Institute of Technology. She is the current Yigal Alon Chair for the study of people at work at Technion and has research interests in emotions in organizations and the dynamics of service interactions. Jochen Wirtz is a professor of marketing at the National University of Singapore. Among his many accomplishments, he is the current International Fellow of the Service Research Center at Karlstad University in Sweden and is an Academic Scholar at the Cornell Institute of Healthy Futures. Wirtz has a PhD in services marketing from the London Business School.

Using Affective Displays to Predict Customer Satisfaction
Business and Management INK
January 24, 2024

Using Affective Displays to Predict Customer Satisfaction

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