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Prof. Medler-Liraz Hana
Fields of Research
Prof. Medler-Liraz Hana
School of Management & Economics
  • Service encounters

  • Emotional labor

  • Customer incivility

  • Tipping behavior

  • Rapport

  • Service quality

  • Flirting

  • Customer buying behavior

Short Bio

Hana Medler-Liraz is the Head of the MBA program and the head of services marketing management specialization at the School of Management & 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

  1. Medler-Liraz, H. & Seger- Guttmann, T. (2021). The joint effect of flirting and emotional labor on customer service-related outcomes. Journal of Retailing and Consumer Services, 102497. 

  2. Seger- Guttmann, T. & Medler-Liraz, H. (2020). Does emotional labor color service actions in customer buying? Journal of Services Marketing, 34 (5), 683-696.

  3.  Medler-Liraz, H. (2020). Customer incivility and tipping: the moderating role of agreeableness. Journal of Services Marketing, 34 (7), 955-966.

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

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

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

  7. 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.

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

  9. 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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