|The Future of Frontline Research: Invited Commentaries|
A Rafaeli, D Altman, DD Gremler, MH Huang, D Grewal, B Iyer, ...
Journal of Service Research 20 (1), 91-99, 2017
|Classifying emotions in customer support dialogues in social media|
J Herzig, G Feigenblat, M Shmueli-Scheuer, D Konopnicki, A Rafaeli, ...
Proceedings of the 17th Annual Meeting of the Special Interest Group on …, 2016
|Customer sentiment in web-based service interactions: Automated analyses and new insights|
GB Yom-Tov, S Ashtar, D Altman, M Natapov, N Barkay, M Westphal, ...
Companion Proceedings of the The Web Conference 2018, 1689-1697, 2018
|Do customer emotions affect worker speed? An empirical study of emotional load in online customer contact centers|
D Altman, S Ashtar, M Olivares, GB Yom-Tov
Manuscript submitted for publication, 2019
|Digital Traces: New Data, Resources, and Tools for Psychological-Science Research|
A Rafaeli, S Ashtar, D Altman
Current Directions in Psychological Science 28 (6), 560-566, 2019