Monika Westphal

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Overview

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. 

Publications

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., Yom-Tov, G., & Rafaeli, A. 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.

Altman, D., Yom-Tov, G., Rafaeli, A., Ashtar, S., Westphal, M., Natapov, M., & Barkay, N. Customer Expressions of Emotion in Customer Service: What Do They Really Look Like? In: IOBC 2018, Tel Aviv.

Yom-Tov, G., Rafaeli, A. & Westphal, M.. An Empirical Study of Customer Patience and Abandonment in Online Wait for Customer Service: The Role of Delay Announcements and Customer Meandering. In: INFORMS 2017. Houston, Texas.

Rafaeli, A., Yom-Tov, G., Altman, D., Ashtar, S., & Westphal, M. (2016). Data-driven Studies of Emotion-Behavior Interplay in C2B2C Written Interactions. In: AOL Connected Experience 2016. New York, NY.

Altman, D., Cohen, D., Rafaeli, A., Tepper, N., Yom-Tov, G., Westphal, M., … Zucker, H. The Influence of Customer Emotions in Chat-Service Operations. In: SERVSIG 2016. Maastricht, The Netherlands. 

Teaching

Monika has been teaching Social Ventures and Customer Relationship Management (open to both undergraduate and graduate students) at the Faculty of Industrial Engineering and Management since October 2015.

Research

Monika's research covers the effects of customer affective and behavioral reactions towards operational decisions (e.g. required waiting time, level of operational transparency) on employee and company performance-related outcomes in customer service.

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
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