הטכניון מכון טכנולוגי לישראלXyz
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים 
Ph.D and MS.c Theses, since 1988.


Advisor Professor Anat Rafaeli
Advisor's Email anatr@ie.technion.ac.il
Advisor's Home-Site www
No of theses 57
Department Industrial Engineering and Management
Department Web Site iew3.technion.ac.il


No.   Student's Name Graduation
Year
Degree Abstracts Research Name
 1 Bar Galia 2018 MSc Abstracts "#YourServiceSucks": Apologies in Online Text-Based Customer Service Interactions
 2 Westphal Monika 2018 MSc Abstracts An Experimental Study of Customer Patience and Abandonment in Online Customer Service
 3 Spivak David 2017 MSc Abstracts The Effect of Emotion Exchanges on Customer Satisfaction in Online Text-Based Customer Service
 4 Aizner Eliyahu 2017 MSc Abstracts Maybe Others in My Situation but Not Me! Discrepancies between Self and Other in Rewarding Customer Anger
 5 Ashtar Shelly 2017 MSc Abstracts The Effect of Customer Emotion and Work Demands on Employee Unscheduled Breaks: An Investigation of Chat-Based Customer Service
 6 Altman Daniel 2017 MSc Abstracts Modeling Employee Behavioral Reactions to Emotions Expressed by Customers: A Non-obtrusive Examination of Customer Service Employee Behavior
 7 Rosenfeld Yakov 2016 MSc Abstracts Expression of Mixed Emotions in Employee Communication in an Organzational Social Network: An Automated Text Analysis Approach
 8 Michael-Tsabari Nava 2015 PhD Abstracts "We are like Family" - Introducing the Kin Climate (KC) and its Influence on Profitability; Turnover and Growth
 9 Shababo Yael 2014 MSc Abstracts Medical Staff's Attitudes and Reactions towards Patients and Escorts' Aggression
 10 Efrat-Treister Dorit 2014 PhD Abstracts Hospital Aggression: A Multi-Cultural Perspective
 11 Rubin Keren 2012 MSc Abstracts Exploring Envy: It's Antecedents, Consequences, and how Self Esteem Influences Envy Dynamics
 12 Moriah Hadar 2012 MSc Abstracts When Explanations Backfire: a Field Experiment on the Influence of Explanations on Justice and Aggression in the Emergency-Room
 13 Cheshin Arik 2012 PhD Abstracts Encountering Other's Anger in the Workplace: The Hospital Case
 14 Ravid Shy 2012 PhD Abstracts The use of project management tools and techniques and its contribution to team shared understanding and project outcomes
 15 Nesher-Shoshan Hadar 2011 MSc Abstracts Burnout and Aggression in a Hospital Setting
 16 Agasi Shira 2010 MSc Abstracts The Effect of Physician-Patient Communication on Hospital Aggression
 17 Stutman Sonya 2010 MSc Abstracts The Positivity Bias in Memory for Negative Emotions: The Moderating Effect Event Present Relevance and Recalled Event Appraisals
 18 Glikson Ella 2010 MSc Abstracts When is Anger Rewarded? The Role of Displayed Anger Intensity, Justification and Organizational Policy
 19 Friedland Jacob 2009 MSc Abstracts Apologies of Customer Service Representatives: The Dynamics of Apologizing to Different Types of Customers' Anger
 20 Gabay Hila 2009 MSc Abstracts The Role of Empathy: How Individual Differences in Empathy Moderate the Effect of Encountered Anger on Job Performance
 21 Leshem Weiss Yael 2009 MSc Abstracts The Effect of Waiting Time Information and Subjective Goal Importance on Customer Satisfaction :A Field Study in a Costomer Service Call Center
 22 Lubasz Sharon 2009 MSc Abstracts The Influence of Others' Emotions on Performance: A Question of Valence Versus Arousal
 23 Cohen Orit 2009 MSc Abstracts The Effect of Agent's Anger Expressions on Target's Emotion and Performance
 24 Cheshin Arik 2008 MSc Abstracts Affect in Virtual Teams: Contagion, and Performance
 25 Mangobi Keren 2008 MSc Abstracts Queues: Fairness, Emotions and a Bit of Math
 26 Israely Roy 2008 MSc Abstracts Emotions in Virtual Teams: Efficacy Beliefs and Performance
 27 Weiss Liad 2008 MSc Abstracts Distance from or Progress toward Receiving a Telephone Service? Customer Reactions to Telephone Waiting Queue Designs
 28 Munichor Nira 2008 PhD Abstracts Customer Reactions to Telephone Waiting: The Effects of Sense of Progress, Sense of Control and Proximity to Service
 29 Leshem Lee 2008 MSc Abstracts Multicultural Work Teams and Situation Strength: Effects on Team Performance, Emotional Exhaustion and Team Processes
 30 Ravid Shy 2007 MSc Abstracts Anger and Power: A Multi-Culture Comparison of Anger Expressions in a Global Economy
 31 Vinner Nili 2007 MSc Abstracts Quality of Service, Customer Satisfaction or Personal Preference for a Quality Product - what will Increase Customer Loyalty? Study of Research of Customer
 32 Akselrod Elina 2007 MSc Abstracts The Relationship between the Work Environment and Burnout and Satisfaction among Health Service Receptionists
 33 Efrat-Treister Dorit 2007 MSc Abstracts Other People's Emotion and Individual Performance in Creative and Analytic Tasks: The Bright and Dark Sides of Anger
 34 Derfler Rellie 2007 MSc Abstracts The Effects of Encounters with Angry Customers on Employee Performance, Cognitive Abilities and Emotional Exhaustion: A Simulation Study
 35 Rozilio Ravit 2006 MSc Abstracts Emotion Regulation and Cognitive Performance: The Cost of Being Nice to Others Who are Anrgy
 36 Avivi-Bechar Idit 2005 MSc Abstracts Organizational Emphases in Performance Evaluation as Predictors of Perceptions of Justice, Emotion and Leaving
 37 Admon Hadass 2005 MSc Abstracts The Big Brother and Justice Perception: Electronic Performance Monitoring, Procedural Justice Perceptions and Performance in Customer- Service Work
 38 Zilberman-Ziklik Lital 2005 MSc Abstracts Customer Orientation Behaviors of Telephone Service Employess
 39 Ziv Ofra 2005 MSc Abstracts The Relationship between Aesthetics, Enjoyment and Trust in E-Commerce Web Sites
 40 Zahavi-Riechstein Nurit 2005 MSc Abstracts The Relationship between Politeness, Expressiveness and Special Requests of Customers
 41 Sagy Yael 2005 MSc Abstracts The Effects of Symbols on Trust and Compliance
 42 Zeira Caroline 2004 MSc Abstracts The Effect of Task Difficulty and Electronic performance Monitoring on the Emotions and performance of Call Center Representatives
 43 Spillinger Avishag 2004 MSc Abstracts The Impact of Risk Perception and Level of Trust on Buying Decision in E-commerce
 44 Kedmi Shahar Efrat 2004 MSc Abstracts Irritation in Waiting Lines: Tha Influence of Queue Design
 45 Prat Noga 2004 MSc Abstracts Anger and Promotion Opportunities in Organizations
 46 Munichor Nira 2004 MSc Abstracts Telephone Waiting and Caller Reactions
 47 Fiegenbaum Taly 2004 MSc Abstracts Anger, Guilt and Promotion Decisions: A Cross-Cultural Perspective
 48 Markus Adva 2004 MSc Abstracts The Effect of Emotion on Perceived Promotion in Organizations
 49 Ahuvia Shir 2004 MSc Abstracts Navigation Learning in Automated Systems: A Comparison of Methods for Keeping the Operator "in the Loop"
 50 Kohn Keren 2003 MSc Abstracts The Effect of Filling Waiting Time on Customer's Reactions Services Settings
 51 Yafe Hadas 2003 MSc Abstracts The Restaurant Problem
 52 Vilnai-Yavetz Iris 2002 PhD Abstracts Relating the Physical Environment to the Interaction Script of Customers and Service Providers
 53 Ramati Techiya 2002 MSc Abstracts The Influence of the Appearance of Service Providers on the Affect and Interaction Tendencies of Customers
 54 Fruchter Daniel 2002 MSc Abstracts Symbolism of the Reception Area of an Organization as an Instrument for Implementing Quality Service as an Organizational Goal
 55 Perry Orit 2002 MSc Abstracts Frequent Probabilistic Punishment in Law Enforcement
 56 Gilboa Shaked 2001 MSc
Relating Store Environment and Individual Perspective as Consumer or Service Provider to Emotions and Behavior
 57 Haber Keren 2001 MSc
The Effects of Queue Structure on Queuers' Emotional Reactions

Last updated on: Tuesday ,June 25, 2019