رفائيلي عنات

Anat Rafaeli holds the Yigal Alon Chair for Study of People at Work in the Technion. Her research is in Organizational Psychology and organizational Behavior, with a focus on the intercept of psychology and social science with customer service delivery and operations research. Her early work developed the theory of “Emotional Labor” to organizational work, and also analyzed issues of organizational dress, organizational symbols and artifacts in organizations. She specifically examined effects of anger and aggression of customers on service agents, in Face-to-Face, telephone and online service interactions and dynamics of waiting in line on customer emotions and behavior. Anat’s current research integrates the use of big data archives and tools for retrieval and analyses of data extracted from digital traces of people’s behavior. Anat has published extensively in leading journals, including Current Directions in Psychological Science, Academy of Management Journal, Academy of Management Review, Organization Science, Journal of Applied Psychology, and Journal of Service Research. Anat is a Fellow of the Academy of Management, the Society of Organizational Behavior, the American Psychological Association, and the Association of Psychological Science.