Dr. Medler-Liraz Hana
Fields of Research
School of government and Society

service encounters; emotional labor; customer incivility; tipping behavior; rapport; service quality; flirting; customer buying behavior.

Short Bio

Hana Medler-Liraz is the Head of services marketing management specialization at the School of Management and Economics, Academic College of Tel-Aviv-Yaffo. She received her PhD from Bar-Ilan University. Her current research focuses on emotions and behavior in organizations and on the dynamics of service delivery, especially the interactions between service providers and their customers.

Selected Publications

Yagil, D. & Medler-Liraz, H. (2019). The effect of customer social status and dissatisfaction on service performance. Service Business, 13, 153-169.

Seger, T. & Medler-Liraz, H. (2018). Hospitality Service Employees' Flirting Displays: Emotional Labor or Commercial Friendship?. International Journal of Hospitality Management, 73, 102-107.

Medler-Liraz, H. & Seger, T. (2018). Authentic Emotional Displays, LMX and Emotional Exhaustion. Journal of Leadership and Organizational Studies, 25(1), 76-84.

Yagil, D. & Medler-Liraz, H. (2017). Personally committed to emotional labor: Surface acting, emotional exhaustion and performance among service employees with a strong need to belong. Journal of Occupational Health Psychology, 22(4), 481-491.

Medler-Liraz, H. (2016). The role of service relationships in employees’ and customers’ emotional behavior, and customer related outcomes. Journal of Services Marketing,

Seger, T. & Medler-Liraz, H. (2016). Does Emotional Labor Moderate Customer Participation and Buying? Service Industries Journal, 36(7-8), 356-373

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