Research

Published papers (* indicates publications with students):

  1. Rafaeli, A. and Klimoski, R. J. Predicting sales success through handwriting analysis: An evaluation of the effects of training and handwriting sample content. Journal of Applied Psychology, 68, 1983, 212-217.

  2. Klimoski, R. J. and Rafaeli, A. Inferring personal qualities through handwriting analysis. Journal of Occupational Psychology, 56, 1983, 191-202

  3. Rafaeli, A. Quality circles and employee attitudes. Personnel Psychology, 38, 1985, 603-615.

  4. Rafaeli, A. Employee attitudes toward working with computers. Journal of Occupational Behavior, 7, 1986, 89-106.

  5. Rafaeli, A. and Sutton, R.I. Word processing technology and perceptions of control among clerical workers. Behavior and Information Technology, 5, 1986, 31-37.

  6. Rafaeli, A. and Sutton, R.I. The expression of emotion as part of the work role. Academy of Management Review, 12, 1, 1987, 23-27.

  7. Sutton, R.I. and Rafaeli, A. Work station characteristics as potential occupational stresses. Academy of Management Journal, 1987, 260-276.

  8. Nevo, B. and Rafaeli, A. Strategies of personnel selection among Israeli firms. Neehul (Management), 1987 (In Hebrew).

  9. Sutton, R. and Rafaeli, A. Untangling the relationship between emotion work and organizational sales: The case of convenience stores. Academy of Management Journal, 31, 3, 1988, 461-487.

  10. Rafaeli, A. and Drori, A. Graphological assessments: Concerns and suggestions for research. Perceptual and Motor Skills, 66, 1988, 743-759.

  11. Rafaeli, A. When clerks meet customers: A test of variables related to emotional expressions on the job. Journal of Applied Psychology, 7, 4, 1989, 385-393.

  12. Rafaeli, A. When cashiers meet customers: An analysis of the role of the supermarket cashier. Academy of Management Journal, 32, 2, 1989, 245-273.

  13. Rafaeli, A. and Sutton, R.I. The expression of emotion in organizational life. Research in Organizational Behavior, 11, 1989, 1-43

  14. Rafaeli, A. and Sutton, R.I. Busy stores and demanding customers: How do they effect displays of positive emotions. Academy of Management Journal, 33, 2, 1990, 623-637.

  15. Rafaeli, A. and Sutton, R.I. Emotional contrast strategies as social influence tools: Lessons from bill collectors and criminal interrogators. Academy of Management Journal, 34, 4, 1991, 749-775.

  16. *Rafaeli, A. and Pratt, M.G. Tailored meanings: On the meaning and impact of organizational dress. Academy of Management Review, 1, 1993, 32-56.

  17. Rafaeli, A. Dress and behavior of customer contact employees: A framework for analysis. Advances in Services Marketing and Management, 2, 1997, 175-213.

  18. *Rafaeli, A. Dutton, J., Harquail, C.V., Lewis, S. Navigating by attire: The use of dress by female administrative employees. Academy of Management Journal, 40, 1, 1997, 9-45.

  19. *Pratt, M.G. and Rafaeli, A. Organizational dress as a symbol of multilayered social identities. Academy of Management Journal, 40, 4, 1997, 860-896.

  20. Rafaeli, A. and Oliver, A. Employment ads: A configurational research agenda. Journal of Management Inquiry, 7, 4, 1998, 342-359.

  21. Rafaeli, A. Pre-employment screening and applicants’ attitudes toward an employment opportunity. Journal of Social Psychology, 39, 6, 1999, 700-712.

  22. Rafaeli, A. Forming a reputation in organizational recruiting: Lessons from employment advertising. Corporate Reputation Review, 3, 3, Spring 2000, 218-240.

  23. *Rafaeli, A. and Harness, A. Validating your merit in letters of application for employment. Journal of Mundane Behavior, June 10 2000. (http://www.mundanebehavior.org/issues/v1n2/rafaeli.htm)

  24. *Rafaeli, A. and Harness, A. Letters of application for employment: Impression management in letters of application for employment. Advances in Qualitative Organizational Research, 3, 2001, 1-33.

  25. *Rafaeli, A. and Worline, M. Individual emotion and work organization. Social Science Information. 40, 1, March 2001, 95-125.

  26. *Pratt, M.G. and Rafaeli, A. Symbols as a language of organizational relating work. Research in Organizational Behavior, 23, 2001, 93-133.

  27. Feldman, M. and Rafaeli, A. Organizational routines as sources of connections and understandings. Journal of Management Studies, 39, 3, 2002, 309-331.

  28. *Rafaeli, A., Barron, G. and Haber, K. The effects of queue structure on attitudes. Journal of Service Research, 2002, 5, 2, 125-140.

  29. *Gilboa, S. and Rafaeli, A. Store environment, emotions and approach behavior: Applying environmental aesthetics to retailing. The International Review of Retail, Distribution and Consumer Research,13, 2, April 2003, 1-17.

  30. *Rafaeli, A. and Vilnai-Yavetz, I. Relating instrumentality, aesthetics, and symbolism of physical artifacts to emotions. Theoretical Issues in Ergonomics Science, Special issue: Theories and Methods in Affective Human Factors Design, 2004,5,1,95-112.

  31. *Rafaeli, A. and Vilnai-Yavetz, I. Emotion as a connection of physical artifacts and organizations. Organization Science, 2004,15,6.

  32. *Rafaeli, A., Vilnai-Yavetz, I. and Jacob, C. Instrumentality, aesthetics and symbolism of office design. Environment and Behavior, 2004,36,10,1-18.

  33. *Rafaeli, A., Simons, T. and Hadomi, O. Costs and consequences of alternative recruiting sources: A new conceptualization and an empirical investigation. European Journal of Work and Organizational Psychology, 2005,14,4,355-366.

  34. *Vilani-Yavetz and Rafaeli, A. Aesthetics and Professionalism in Virtual Service Design: The Influence on Customer Pleasantness, Satisfaction, and Intent to Interact. Journal of Service Research, 2005,8,3,245-249.

  35. Rafaeli, A. Sense-making of employment: On whether and why people read employment advertising. Journal of Organizational Behavior, 2006,27,1-24.

  36. * Munichor, N. and Rafaeli, A., Number or apologies?: Customer reactions to telephone waiting time fillers. Journal of Applied Psychology, 2007, 92,2,511-518.

  37. * Weiss, L., Rafaeli, A. , Munichor, N. Proximity to or progress toward receiving a telephone service? An experimental investigation of customer reactions to features of telephone auditory messages. Advances in Consumer Research, October 2007.

  38. Hareli, S. and Rafaeli, A. Emotion Cycles: On the social influence of emotion in organizations. Research in Organizational Behavior, 2008.

  39. *Rafaeli, A., Zilberman, L. and Doucet, L. The effect of customer orientation behaviors of telephone service employees on customer evaluation of service quality Journal of Service Research, 2008.

  40. * Rafaeli, A., Sagi, Y. and Derfler R. Logos and initial compliance: A strong case of mindless trust. Organization Science, 2008.

  41. * Lurie, G., Rafaeli, A. Testing Safety Commitment in Organizations with a Safety Artifact Interpretation Tool. Journal of Safety Research, 2008.

  42. *Rafaeli, A., Ravid, S. and Cheshin, A. Shared Mental Model, Sensemaking and Effectiveness of Multi Functional Project Teams. International Review of I/O Psychology, 2009.

  43. *Miron-Spector, E., and Rafaeli, A. Anger at Work Research in Personnel and Human Resources Management, 2009.

  44. * Grandey, A. Ravid, S. Rafaeli, A., Wirtz, J. and Steiner, D. Display rules for anger suppression in the global service economy: The special case of customers. Journal of Service Management, 2010,21,4.

  45. *Miron-Spektor, E., Rafaeli, A Efrat-Treitler, D.’ Schwartz-Cohen, O. Observing Third Person Anger Can Improve or Hinder Performance. Journal of Applied Psychology, 2011,96,5 .

  46. * Vilani-Yavetz and Rafaeli, A. The Effects of a Service Provider’s Messy Appearance on Customer Reactions Services Marketing Quarterly 2011, 32, 3).

  47. Vilnai-Yavetz and Rafaeli, A. The Effects of a Service Provider’s Messy Appearance on Customer Reactions Services Marketing Quarterly 2011, 32, 3.

  48. * Cheshin, A., Rafaeli, A., & Bos, N. (2011). Anger and Happiness in Virtual Teams: Emotional Influences of Text and Behavior on Others' Affect in the Absence of Non-Verbal Cues. Organization Behavior and Human Performance.

  49. * Rafaeli, A., Erez, A., Ravid, S., Derfler-Rozin, R., Treister, D. E., & Scheyer, R. (2012). When customers exhibit verbal aggression, employees pay cognitive costs. Journal of applied psychology, 97(5), 931.

  50. *Cheshin, A., Rafaeli, A. and Eisenman, A. (2012). Encountering Anger In The Emergency Department: Identification, Evaluations And Responses Of Staff Members To Anger Displays." Emergency Medicine International

  51. *Severance, L. Lan Bui Wrozosinska, Gelfand, M., Rafaeli, A. and others (2013) The Psychological Structure of Aggression Across Cultures. Journal of Organizational Behavior, 34(6), 835-865.

  52. Shapira, C., A. Rafaeli, I. Vilnai-Yavetz and M. Druker (2013). “Reactions of hospital medical doctors in Israel on time clocks”, Fifth International Jerusalem Conference on Health Policy. P. A. Israeli and P. A. Garber. Jerusalem, Israel

  53. *Nouri, R., Erez, M., Rockstuhl, T., Ang, S., Leshem‐Calif, L., & Rafaeli, A. (2013). Taking the bite out of culture: The impact of task structure and task type on overcoming impediments to cross‐cultural team performance. Journal of Organizational Behavior, 34(6), 739-763.

  54. *Factor, R., Mahalel, D., Rafaeli, A. Williams, D.R. A social resistance model for delinquent behavior among non-dominant minority groups. British Journal of Criminology, 2013.

  55. Rafaeli, A. (2013). Emotion in organizations: Considerations for family firms. Entrepreneurship Research Journal, 3, 3, 295–300.

  56. *Factor, R., Mahalel, D., Rafaeli, A. (2014) Health Behaviors and Social Resistance of Non-Dominant Minority Groups. Ethnicity and Health

  57. * Rafaeli, A., D. Altman, D. Gremler, M.H. Huang, D. Grewal, B. Iyer, A. Parasuraman, and K. de Ruyter (2016), The Future of Frontline Research: Invited Commentaries Journal of Service Research.

  58. Shapira, C., Vilnai-Yavetz, I., Rafaeli, A. & Druker, M. (2016). Time clock requirements for hospital physicians. Health Policy.

  59. * Yechiam E, Telpaz A, Krupenia S, and Rafaeli A (2016). Unhappiness intensifies the avoidance of frequent losses while happiness overcomes it. Frontiers in Psychology.

  60. Herzig, J., Feigenblat, G., & Shmueli-scheuer, M. (2016). Predicting Customer Satisfaction in Customer Support Conversations in Social Media Using Affective Features. 24th Conference on User Modeling, Adaptation and Personalization UMAP 2016

  61. * Henkel, A. Rafaeli, A. (2016) The Social Dimension of Service Interactions Becomes a Social Interaction: Observer Reactions to Customer Incivility: Observer Reactions to Customer Incivility. Journal of Service Research.

  62. * Yom-Tov, G.B., Ashtar, S., Altman, D., Natapov, M. Barkay, N. Westphal, M. and Rafaeli, A. 2018. Customer Sentiment in Web-Based Service Interactions: Automated Analyses and New Insights. WWW 2018 Web Conference Companion, April 23–27, 2018, Lyon, France. ACM, New York, NY, USA.

  63. * DeCelles, K. A., DeVoe, S. E., Rafaeli, A., & Agasi, S. (2019). Helping to reduce fights before flights: How environmental stressors in organizations shape customer emotions and customer–employee interactions. Personnel Psychology.

  64. * Glickson, E., Kopelman, S., Wirtz, J., Rafaeli, A. (2019) When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation. Journal of Service Research.

  65. * Efrat-Treister, D. Cheshin, A., Harari, D. Rafaeli, A. Agasi, S. Moriah, H. Admi, H. (2019) How psychology might alleviate violence in queues: Perceived future wait and perceived load moderate violence against service providers. PLOS One.

  66. * Rafaeli, A. Altman, D. Ashtar, S. (2019) Digital Traces in research on human behavior. Current Directions in Psychological Science.

  67. * Westphal, M., Yom-Tov, G. B., Parush, A., Shaulov, A., Carmeli, N., Shapira, C., & Rafaeli, A. (2019). A patient-centered information system for emergency care journeys: Design, development and initial adoption of myED. Journal of Medical Internet Research

  68. * Efrat-Treister, D., Moriah, H., Rafaeli, A. (2020) The Effect of Waiting on Aggressive Tendencies toward Emergency Department Staff: Providing Information Can Help but May Also Backfire PLOS One

  69. Rafaeli, A. (2020). Forward to the Cambridge Handbook of Workplace Affect. Editors: Yang, L., Cropanzano, R., Daus, C., Martínez-Tur, V. Cambridge University Press, Cambridge, UK.

  70. Vilnai-Yavetz, I., Rafaeli, A. & Shapira, C. (2020). Service professionals and managerial control: Institutional, employment, and personal segmentations. Services Marketing Quarterly,

  71. * Altman, D. Yom-Tov, G.B., Ashtar, S. Olivares, M.O. and Rafaeli, A. Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers. Manufacturing and Service Operations Management (MSOM), 2020.

  72. * Rafaeli, A. Yom Tov, G.B., Ashtar S. and Altman D. (2020) Opportunities, tools and new insights: Evidence on emotions in service from analyses of digital traces. Research on Emotions in Organizations

  73. * Ashtar, S., Yom-Tov, G. Rafaeli, A. and Akiva, N. (2021) When do service employees smile? Response‐dependent emotion regulation in emotional labor. Journal of Organizational Behavior , 42: 1202

  74. * Efrat-Treister, D., Reyt, J. N., Altman, D., Dalit Lev-Arey Margalit, & Rafaeli, A. (2021). When the Medium Massages Perceptions: Personal (vs. Public) Displays of Information Reduce Crowding Perceptions and Outsider Mistreatment of Frontline Staff Journal of Occupational Health Psychology

  75. Vilnai-Yavetz I, Rafaeli A. Workspace Integration and Sustainability: Linking the Symbolic and Social Affordances of the Workspace to Employee Wellbeing. Sustainability. 2021; 13(21):11985.

  76. Yom Tov, G.B, Rafaeli, A. 2022 Integrating emotional load into service operations. Queuing Systems, Volume 100.