Shelly Ashtar

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

Daniel Altman, Galit B. Yom‐Tov, Marcelo Olivares et al. · Manufacturing & Service Operations Management · 2020 · 50 citations

Management, Operations Management, Organizational Behavior +13

Digital Traces: New Data, Resources, and Tools for Psychological-Science Research

Anat Rafaeli, Shelly Ashtar, Daniel Altman · Current Directions in Psychological Science · 2019 · 42 citations

Education, Behavioral Sciences, Psychology +13

Customer Sentiment in Web-Based Service Interactions

Shelly Ashtar, Daniel Altman, Michael Natapov et al. · 2018 · 22 citations · Full text

Business, Information Systems, Information Technology +17

When do service employees smile? Response‐dependent emotion regulation in emotional labor

Shelly Ashtar, Navot Akiva, Anat Rafaeli · Journal of Organizational Behavior · 2021 · 18 citations

Social Sciences, Psychology, Social Psychology +15

Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction

Shelly Ashtar, Galit B. Yom‐Tov, Anat Rafaeli et al. · Journal of Service Research · 2023 · 17 citations · Full text

Business, Information Systems, Management Information Systems +17