Monika Westphal



Currently, Monika Westphal is a third-year Ph.D. candidate in Behavioral and Management Sciences at the Technion (advisors: Prof. Anat Rafaeli and Dr. Galit B. Yom-Tov).

In 2017, Monika received her M.Sc. Cum Laude in Behavioral and Management Sciences (advisors: Prof. Anat Rafaeli and Dr. Galit B. Yom-Tov).

In 2014, Monika completed her B.A. in Business Administration with Tourism and Hospitality Management at the Dual State University Ravensburg in Germany. While studying toward her first degree, she did an apprenticeship in hotel management in a 5-stars luxury hotel in Bavaria, Germany.



Westphal M, Yom-Tov GB, Parush A, Carmeli N, Shaulov A, Shapira C, Rafaeli A. A Patient-centered Information System (myED) for Emergency Care Journeys: Design, Development and
Initial Adoption. JMIR Form Res 2020; 4(2): e16410.


Dimotakis, N. E., Graham, K. A., Shaulov, A., Shepard, A. K., & Westphal, M. (2019, July). Employee Reactions to Uncertainty: An Exploration of Individual, Role-Based, & Situational Factors. In Academy of Management Proceedings (Vol. 2019, No. 1, p. 15640). Briarcliff Manor, NY 10510: Academy of Management.‏

Galit B. Yom-Tov, Shelly Ashtar, Daniel Altman, Michael Natapov, Neta Barkay, Monika Westphal, and Anat Rafaeli. 2018. Customer Sentiment in Web-Based Service Interactions: Automated Analyses and New Insights. In WWW ’18 Companion: The 2018 Web Conference Companion, April 23–27, 2018, Lyon, France. ACM, New York, NY, USA, 8 pages.


Rafaeli, A., Westphal, M., Parush, A., Yom-Tov, G., Shaulov, A. Technology as a Sensegiving Agent: Using a Platform to Educate Emergency Care Patients. In: APA Technology, Mind and Society, 2019, Washington DC, USA.

Shaulov, A., Westphal, M., Rafaeli, A., Parush, A. The Double-Edged Sword of Reducing Uncertainty in Emergency Departments: The Effect of Reducing Uncertainty for Patients on Empowerment and Emotions of Medical Staff. In: Academy of Management Conference 2019, Boston, USA.

Westphal, M., Rafaeli, A., Yom-Tov, G., Parush, A. The Effects of Sharing Information with Patients About their Medical Care Plan in an Emergency Department. In HISS Conference 2019, Haifa.

Westphal, M., Rafaeli, A., Yom-Tov, G., Altman, D., Ashtar, S., Natapov, M. & Barkay, N. Big Data and Customer Emotion Dynamics: Automated Analyses in Chat Services. In: Big Data in Psychology, 2018, Trier, Germany.

Westphal, M., Rafaeli, A., Yom-Tov, G. Avoiding Customer Abandonment during Wait for Online Service: Give them Information, and Let them Meander, but be Careful – they Anchor! In IOBC 2018, Tel Aviv.


Westphal, M., Rafaeli, A., Yom-Tov, G., Parush, A., Shaulov, A. Information Transparency in Customer Service. In: Academy of Management Conference 2019, Boston, USA.


Monika has been teaching the following courses at the Faculty of Industrial Engineering and Management:

2020: Management Game Simulation CAPSIM (MBA students)

2019: Data Quality (MBA students)

2016 - 2019: Customer Relationship Management (undergraduate and graduate students)

2015 - 2019: Social Ventures (undergraduate and graduate students)


Monika's research focuses on service operations and takes an interdisciplinary perspective, integrating both Organizational Behavior and Behavioral Operations Management tools. In her dissertation she tries to answer the question of how service organizations can and should make hidden service elements transparent to the customer. The goal is to increase customers' understanding about the service processes they go through, thereby creating a more positive service experience for the customer.

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.

Contact Info

Room 435 Cooper Building