Daniel Altman is a Ph.D. student at the Industrial Engineering and Management Faculty at the Technion. He has a B.A in Psychology Sociology and Anthropology from the Max Stern Yezreel Valley College and a MSc in Organizational Psychology from the Technion. His MSc thesis, advised by Prof. Anat Rafaeli and Dr. Galit Yom-Tov explored the effects of expressed customer emotion in service systems on consequent employee performance and behavior using Big-Data. 



Rafaeli, A., Altman, D., Gremler, D. D., Huang, M. H., Grewal, D., Iyer, B., ... & de Ruyter, K. (2017). The Future of Frontline Research: Invited Commentaries. Journal of Service Research, Vol.20 (1) p. 91-99.


Herzig, J., Feigenblat, G., Shmueli-Scheuer, M., Konopnicki, D., Rafaeli, A., Altman, D., Spivak, D. (2016, September). Classifying Emotions in Customer Support Dialogues in Social Media. In 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue (p. 64).

Rafaeli, A., Yom-Tov, G., Altman, D., Ashtar, S., & Spivak, D. (2016). Data-driven Studies of Emotion-Behavior Interplay in C2B2C Written Interactions. New York City: Connected eXperiences Lab’s Second Annual Fall Workshop.

Treister, D., Altman, D., Geddes, D., Erez, A., Derfler-Rozin, R., Cruz, K.S. (2016). Walking on the Dark Side: Multiple Methods and Findings of Workplace Deviance. IACM 2016, NY city.

Altman, D., Rafaeli, A., Cohen, Y., Jerger, C., McColl-Kennedy, J. (2016). The Dark Side of Service Interactions. SERVSIG 2016. Maastricht, The Netherlands..

Altman, D., Lev-Arey, D., & Treister, D. (2015). Reducing Hospital Aggression Using Medical Clowns, a Field Experiment. STAR.

Vadas, L., Altman, D., Bar, M., Seltzer, O., Ahron, M., Azulay, S., ... & Bloch, B. (2015). Sleep in Schizophrenic Patients: Discrepancy Between Self-reported Versus Recorded Sleep. European Psychiatry, 30, 933.  

Seltzer, O., Bar, M., Altman, D., Ahron, M., Azulay, I., Mazzawi, N., Vadas, L., Reshef, A., Bloch, B., & Haimov, I. (2014).The relationship between self-report and recorded sleep among schizophrenia patients. ISFN .


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The Role of Customer Emotion in Service Processes

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Service Enterprise Engineering Laboratory