Tali Seger-Guttmann PhD.

mail: talis@ruppin.ac.il-e

Ph.D. Haifa University 2006, Behavioral Sciences

Customer experience; Service-employees; Emotional-labor; Intercultural service-

encounters.

SELECTED PUBLICATIONS

Scientific Publications

Mannheim, B., & Seger, T. (1993). Mothers’ occupational characteristics: family

position and sex-role orientation as related to adolescents’ work-values, Issues of Youth

& Society, 24, 276-298. doi: 10.1177/0044118X93024003002

Seger, T., Hazzan, O., & Bar-Nahor, R. (2007). How does readiness for agile

development relate to team climate and individual personality attributes? Lecture

Notes in Computer Science, Volume 4536/2007Springer Berlin / Heidelberg, pp. 257-

263.

Hazzan, O.,Seger,T., & Luria,G.(2010).How did the creators of the Agile Manifesto turn

from technology leaders to leaders of a cultural change? Info Queue, pp.1-23.

Recruiting software practitioners Hazzan, O., & Seger, T. (2010).The importance of self-

efficacy. Crosstalk - The Journal of Defense Software Engineering, Special issue on

Software Human Capital, 23 (3), pp. 8-12.

Seger, T., Harpas, I., & Meshulam, I. (2011). Physicians in Israel Manage Risk of

Litigation - Predicting Empowerment Role Model. International Journal of Human

Resource Management, Vol. 22, No.11, pp. 2442–2462.

Daniels, S., Seger, T., &Guttmann, J.(2012). Occupational benefits and costs: The case of

school counselors. Psychology & Education , 49 (3), 1-15.

Seger-Guttmann,T., Medler-Liraz,H., & Guttmann, J.(2013)."If you are my friend

please show your anger…"Differences between friends and colleagues in faking

emotions. Interpersona | An International Journal on Personal Relationships 6(2), 1-8.

Van Dijk, D., Seger-Guttmann,T., & Heller,D.(2013). Life-threatening events reduce

subjective well-being through activating avoidance motivation: a longitudinal study.

Emotion. Advance online publication. DOI: 10.1037/a0029973.

Seger-Guttmann, T., & Medler-Liraz H. (2013). "Calling Again…” Relationships

between customer repeat calls, hostility and service quality. Services Marketing

Quarterly, 34 (2) 159-174.DOI:10.1080/15332969.2013.770686

Seger-Guttmann, T., & Vilnai-Yavetz, I. (2014). "God of small things" – Service

interactions roots in regulatory focus and affectivity. Interpersona | An International

Journal on Personal Relationships, 8(1), 1-14.

Seger-Guttmann, T., & MacCormick, J. (2014). Employees’ Service Recovery Efforts as

a Function of Perceptions of Interactional Justice in Individualistic vs. Collectivistic

Cultures. European Journal International Management, Vol. 8, No. 2,160-178.

Seger-Guttmann,T., & Medler-Liraz, H. (2015). "The Costs of Hiding and Faking

Emotions: The Case of Extraverts and Introverts" The Journal of Psychology:

Interdisciplinary and Applied, 150 (3), 342-357.

Medler-Liraz,H., & Seger-Guttmann, T. (2015). "The relationship between emotional

labor strategies, service provider hostility and service quality". Services Marketing

Quarterly, 36 (3) 210 - 225.

Seger-Guttmann, T., & Medler-Liraz, H. (2016). "Does emotional labor moderate

customer participation and buying?" The Service Industry Journal. 36 (7-8), 356-373

Seger-Guttmann, T., Vilnai-Yavetz, I., & Rosenbaum, M. (2017). Disparate satisfaction scores? Consider your customer’s country-of-origin: a case study. The International Review of Retail, Distribution and Consumer Research, 27(2), 189- 206

Rosenbaum, M.S., Baniya, R., & Seger-Gutmmann, T. (2017). Customer Responses towards Disabled Frontline Employees. International Journal of Retail & Distribution Management, 45(4), 385-401

Rosenbaum, M.S., Seger-Guttmann T., & Giraldo, M. (May 2017). Commentary: Vulnerable Consumers in Service Settings, Journal of Services Marketing, 31(4/5), 309-

312

Medler-Liraz,H., & Seger-Guttmann,T.(2017)."Authentic Emotional Displays, LMX and

Emotional Exhaustion, Journal of Leadership and Organizational Studies, 25(1), 76-84

Seger-Guttmann, T., & Medler-Liraz, H. (2018). Hospitality Service Employees' Flirting

Displays: Does Flirting represents a new Form of Emotional Labor? Accepted for

publication in International Journal of Hospitality Management.

Seger-Guttmann, T., Vilnai-Yavetz, I., Wang, C., & Petuzzelli, L. (2018).

Illegitimate Returns as a Trigger for Customers’ Ethical Dissonance. Journal of

Retailing and Consumers Services, 45, 120-131 .

Rosenbaum, M., Seger-Guttmann, T. and Mimran, O. (Oct.2018). The role of social

incompatibility in customer discomfort (accepted for publication, Journal of Service

Mnagement).

Lectures and Presentations at Meetings Followed by Published Proceedings

Seger, T., & Hazzan,O. (Aug. 2008). Who has the agile orientation? Proceedings of the

IEEE, 2008 Agile Alliance Conference, Toronto, Ca

Seger, T., Hazzan, O., & Bar-Nahor,R. (Aug. 2008). Agile orientation and

psychological needs, self-efficacy, and perceived support: A two job-level Comparison.

Proceedings of the Agile 2008 Conference, Toronto, Ca. Pp 3-14.

Seger, T., & Hazzan, O. (Aug. 2008). Questions we ask about software practitioners'

adaptation of agile software development, Proceedings of the 2008 Academy of

Management Annual Meeting, Anaheim, California.

Seger-Guttmann, T., & Vilnai-Yavetz, I. (Dec. 2011). Are salesmen from Mars and

saleswomen from Venus? Gender differences in the link between regulatory focus,

positive and negative affectivity, and service behaviors. In the proceedings of the First

Israel Organizational Behavior Conference (IOBC): "Relational Issues in Management",

1-3. December 21-22, 2011, Tel-Aviv, Israel. TAU press.

Seger-Guttmann, T., & Vilnai-Yavetz, I. (July 2013). Fear of loss or aspiration for gain?

Regulatory focus and affect in service encounters. In the proceedings of the 22th

Annual Frontiers in Service Conference. Taipei, Taiwan, p. 12, American Marketing

Association.

Seger-Guttmann, T., & Vilnai-Yavetz, I. (June 2014). Immigrant customers – Cultural

identity and service preferences. In Tsiotsou, RH. & Hajidimitriou, Y. (eds.), proceedings

of the 8th AMA SERVSIG International Service Research Conference “Services

Marketing in the New Economic and Social Landscape”. June 13-15, 2014, Thessaloniki,

Greece. American Marketing Association.

Rosenbaum, M., Baniya, R., & Seger-Guttmann, T. (2016). Disabled Frontline Employees

and Service Quality. The third Colloquium on European Research in Retailing

.252-, Toulouse, France. Pp. 251th4 -ndConference, June 2

Rosenbaum, M., Seger-Guttmann, T., & Vilnai-Yavetz,I.(2016). Disparate Satisfaction

Scores? Consider a Customer's Country of Origin: A Case Study. In Proceedings of the

9th AMA SERVSIG International Service Research Conference Pp. 308-313.

Seger-Guttmann, T., & Gilboa, S. (2016). Who is the small business supporter? In

Proceedings of the 9th AMA SERVSIG International Service Research Conference Pp.

602-606.

Seger-Guttmann, T., & Vilnai-Yavetz, I. (2016). Nostalgic consumption: Does it also

work for services? In Rediscovering the Essentiality of Marketing, Springer

International Publishing, pp. 881-885.

Rosenbaum, M., Drew M., & Seger-Guttmann. (2016). Giving Meaning to Places of

Destruction: the impact of visiting Holocaust sites on Israeli Jews. Conference: Bridging

Asia and the World: Global Platform for Interface between Marketing and Management

DOI: 10.15444/GMC2016.06.03.05.

Seger-Guttmann, T., Vilnai-Yavetz, I., Wang C., & Pertruzzellis, L. (2017) Taking

advantage of the system': A Cross-Cultural Study of Customer Opportunism. QUIS- The

15th International Research Symposium on Service Excellence in Management,

SERVSIG, AMA Faculty of Engineering, University of Porto, Portugal.

Rosenbaum, M.S., Seger-Guttmann, T., & Mimran, O. (June 2017). Negotiating

Discomfort in Service Settings: Israeli Jews, Arabs and Druze. QUIS- The 15th

International Research Symposium on Service Excellence in Management, SERVSIG,

AMA Faculty of Engineering, University of Porto, Portugal. (Highly nominated Award)

Seger-Guttmann, T., & Gilboa, S (June 2018). The role of relationship in small service businesses. . Accepted for publication in the SERVSIG International Research Conference 2018, American Marketing Association, IESEG School of Management, La Defense Campus, Paris, France, pp. 542-545.

Seger-Guttmann, T.& Medler-Liraz, H. (2018). “Service employee gestures as deep acting

evidence”. Conference: SERVSIG International Research Conference, American

Marketing Association. pp. 341-344

Seger-Guttmann, T., Gilboa, S., & Partouche -Sebban, J. (2018). “Exploring

customers’ attitudinal response to terror attacks: an exploratory study conducted in

France and Israel”. Conference: GAMMA2018-Global Marketing Conference,

Global Alliance of Marketing & Management Associations, pp.730-731

Presentations at Meetings and Invited Seminars Not Followed by Published

Proceedings

Seger, T., Harpaz, I., and Meshulam, I. (2008). Physicians manage risk of litigation- A

study of context prediction based on different perspectives. Academy of Management

Annual Meeting, Anaheim, California

Hazzan, O., and Seger, T.(2008). Bridging between culture and engineering: Technology

through the lens of software. Academy of Management Annual Meeting, Anaheim,

California

Seger, T. (2010). The relationships The relationship between emotional labor,

employee hostility and service quality. Symposium title: When things go wrong:

Multiple perspectives of service failure and recovery. Academy of Management Annual

Meeting, Montreal , Ca.

Seger, T. (2010). Service Recovery Efforts as a Function of Employees' Perceived

Justice: In Individualistic vs. Collectivistic Cultures”. Title: When things go wrong:

Multiple perspectives of service failure and recovery. Academy of Management Annual

Meeting, Montreal, Ca.

Van-Dijk, D., and Seger-Guttmann, T. (2012). Life-threatening event reduces subjective

well-being through activating avoidance motivation: A longitudinal study. Association

of Psychological Science Annual Conversation. Chicago, USA

Seger-Guttmann, T. and Medler-Liraz, H. (2012). "Calling again…" relationships

between customer repeat calls, hostility and service quality. The Eighth Conference on

Emotions and Work life: ‘Emonet VIII’. Hanken School of Economics, Helsinki, Finland

Seger, T. and Medler-Liraz, H. (2013) Interpersonal relationships at work and at home

and its mediating effect on the relationship between authenticity and emotional

exhaustion ISRE (International Society of Research on Emotion) California University of

Berkeley, USA.

Seger,T., and Medler-Liraz,H. (2014). Does Emotional authenticity always pay off? The

Ninth Conference on Emotions and Work life: ‘Emonet IX’, Fox School of Business,

Temple University, Florida, USA.

Seger-Guttmann, T. (2017). Customer Irrational beliefs. 2017 Frontiers in Service

Conference AMA. Fordham University Gabelli School of Business, New-York, USA.

Seger-Guttmann, T. and Medler-Liraz,H. (July 2017). Hospitality Service Employees'

Flirting Displays: Does Flirting represents a new Form of Emotional Labor.

International Conference on Marketing, Tourism & Hospitality. Zurich, Switzerland.

Hebrew

Hazzan, O., Seger, T. and Luria, G. (2007). Climate in Agile Software Development

Teams: The Case of Quality Climate and Teamwork Climate, Israeli National Quality

Conference, Tel Aviv

Seger-Guttmann, T. (2012). Physicians' emotional labor in physicians-patients

encounters, Service Excellency Journal , Vol 4, pp 4-6

Editorial Board Membership:

The Service Industries Journal

Journal of Business Research

Journal of Services Marketing

Journal of Global Scholars of Marketing Science (JGSMS) - Retailing

Invited chair& discussant for session in academic conferences:

Session title: A panel of Social networks. The Center for the Study of Organizations and

Human Resource Management - Annual Meeting, Graduate School of Management,

University of Haifa (May 2009)

Session title: The panel of the Social Protest. The Center for the Study of Organizations

and Human Resource Management - Annual Meeting, Graduate School of Management,

University of Haifa (June 2012)

Session title: Building Relationships in Services. The 8th AMA SERVSIG International

Service Research Conference. University of Macedonia Thessaloniki Greece (June

2014).

Session title: Socially responsible Consumption. The 18th AMS World Marketing

Congress Bari, Italy (July 2015)

Annual thThe 25 : Metrics Analysis Framework for IT Service Management.title Session

Frontiers in Service Conference, Bergen University Norway (June 2016)

thThe 25. creation of value in service assemblage & service innovation-: Cotitle Session

Annual Frontiers in Service Conference, Bergen University Norway (June 2016).

Session title: The Quantified Self Movement: Comparing Perceptions ans Adoption of

Annual Frontiers in Service Conference, Fordham thConference: The 26 Fitness tracker.

University NYC (June 2017).

Annual th6e 2ThConference: .From Access Based Services to Ownership Session title:

Frontiers in Service Conference, Fordham University NYC (June 2017).

Session title: Substitutive vs. Complementary Innovation of Access Based Services':

Annual Frontiers in thConference: The 26 Differences in Usage and Motivation Patterns.

Service Conference, Fordham University NYC (June 2017).