Monika Westphal



Monika Westphal has a B.A. in Business Administration with Tourism and Hospitality Management from the Dual State University Ravensburg in Germany. While studying her first degree, she worked as a trainee in various departments in a 5-stars luxury hotel in Bavaria, Germany. After finishing her first degree in 2014, she decided to study her second degree in Israel at the Technion. Before she came to the Technion, she studied one year at the IDC in Herzliya. From October 2015 to Septemer 2017, Monika did her MSc. studies in Behavioral Sciences, advised by Prof. Anat Rafaeli and Dr. Galit B. Yom-Tov. At the end of 2015, Monika joined the SEE-Lab team. Since October 2017, Monika is a PhD candidate in Behavioral Science at the Technion, advised by Prof. Anat Rafaeli and Dr. Galit B. Yom-Tov. 



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.


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.


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:

2019: Data Quality (MBA students)

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

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


Monika's PhD research covers the effects of information transparency about hidden service elements on customers (i.e. knowledge perceptions, feelings and behavior), and service operations.

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