Customer Sentiment in Web-Based Service Interactions: Automated Analyses and New Insights. - Galit B. Yom-Tov; Shelly Ashtar; Daniel Altman; Michael Natapov; Neta Barkay; Monika Westphal; Anat Rafaeli (WWW (Companion Volume), 2018)

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; Shelly Ashtar; Anat Rafaeli (Manuf. Serv. Oper. Manag., 2021)