Shelly Ashtar

Big Data and Customer Emotion Dynamics: Automated Analyses in Chat Services

Monika Westphal, Anat Rafaeli, Galit B. Yom-Tov, 2018 .

Customer Sentiment in Web-Based Service Interactions: Automated Analyses and New Insights

Monika Westphal, Anat Rafaeli, Shelly Ashtar, 2018, WWW.

Opportunities, Tools, and New Insights: Evidence on Emotions in Service from Analyses of Digital Traces Data

Anat Rafaeli, Shelly Ashtar, Daniel Altman, 2020 .

Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers

Anat Rafaeli, Shelly Ashtar, Marcelo Olivares, 2020, Manuf. Serv. Oper. Manag..