Prof. Hana Medler-Liraz
Teaching
- Marketing Management
- Essentials of Organizational Behavior: Micro
- Psychological Aspects of Service Encounters: Three Perspectives
- Service Marketing and Management
- Managerial Aspects in Services Marketing – Seminar
- Service Marketing and Management: From Theory to Practice
- Stand by Me: Teamwork
Research
Psychological aspects of service encounters, such as: authenticity and emotional faking, chemistry between the service provider and the customer, flirting, typical behaviors, uncivil customer behavior, and personality traits influencing the nature of the service encounter (extraversion, need for approval).
Publications
Medler-Liraz, H., & Seger- Guttmann, T. (2025). Service employees’ flirting type and customers’ outcomes in luxury and non-luxury restaurants. Journal of Services Marketing, 39(2), 154-164.
Seger- Guttmann, T., Medler-Liraz, H., Martin, D., & Rosenbaum, M. (2024). Transformative Journey Experiences on the Dark Tourism Spectrum. Journal of Heritage Tourism, 20(2), 216-234.
Yagil, D., Medler-Liraz, H. & Bichachi, R. (2023). Mindfulness and Self-Efficacy Enhance Employee Performance by Reducing Stress. Personality and Individual Differences. 207, 112150.
Medler-Liraz, H. (2023). " It’s not about the money…: Behavioral aspects of tipping”. In: Venezia, I. & Calipha, R. (Eds.) Behavioral Finance: Beyond the Basics. World Scientific Publishers, London.
Seger- Guttmann, T. & Medler-Liraz, H. (2022). Flirting in service encounters: does the server’s sex matter? Journal of Services Marketing, 37 (5), 549-562.
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.
Medler-Liraz, H. (2020). Customer incivility and tipping: the moderating role of agreeableness. Journal of Services Marketing, 34 (7), 955-966.
Seger- Guttmann, T. & Medler-Liraz, H. (2020). Does emotional labor color service actions in customer buying?. Journal of Services Marketing, 34 (5), 683-696.
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, 30(4), 437 - 448.
Seger, T. & Medler-Liraz, H. (2016). Does Emotional Labor Moderate Customer Participation and Buying? Service Industries Journal, 36(7-8), 356-373.
Seger, T. & Medler-Liraz, H. (2016). The Costs of Hiding and Faking Emotions: The Case of Extraverts and Introverts. The Journal of Psychology: Interdisciplinary and Applied, 150(3), 342-357.
Yagil, D. & Medler-Liraz, H. (2015). Clinical Expert or Service Provider? Physicians' Identity in the Context of Counter-Professional Patient Requests. Qualitative Health Research, 25(9), 1199-1211.
Medler-Liraz, H. & Seger, T. (2015). The relationship between emotional labor strategies, service provider hostility and service quality. Services Marketing Quarterly, 36, 210-225.
Medler-Liraz, H. (2014). Negative affectivity and tipping: the moderating role of emotional labor strategies and leader-member exchange. International Journal of Hospitality Management, 36, 63-72.
Yagil, D. & Medler-Liraz, H. (2014). Feel free, be yourself: Authentic leadership, emotional expression and employee authenticity. Journal of Leadership and Organizational Studies, 21, 59-70.
Yagil, D. & Medler-Liraz, H. (2013). Moments of truth: Examining transient authenticity and identity in service encounters. Academy of Management Journal, 56, 473-497.
Medler-Liraz, H. & Yagil, D. (2013). The relationship between service provider ingratiation, customer emotion regulation strategies, and customer-related outcomes. The Journal of Social Psychology, 153, 261-278.
Yagil, D. & Medler-Liraz, H. (2013). "Service employees' trait authenticity and customer satisfaction". In: Zerbe, W.J., Ashkanasy, N.M. & Hartel, C.E (Eds.), Research on Emotions in Organizations: Individual Sources, Dynamics, and Expressions of Emotion, Vol. 9. Elsevier Press. 169-185.
Seger, T. & Medler-Liraz, H. (2013). "Calling Again…" –Relationships between Customer Repeat Calls, Hostility and Service Quality. Services Marketing Quarterly, 34, 159-174.
Medler-Liraz, H. & Kark, R. (2012). It takes three to tango: Leadership and hostility in the service encounter. The Leadership Quarterly Journal, 23, 81-93.
Medler-Liraz, H. (2012). Service quality and tipping: the moderating role of the quality of food. International Journal of Hospitality Management, 31, 1327-1329.
Seger, T., Medler-Liraz, H., & Guttmann, J. (2012). "If you are my friend, please don't fake your anger…" : The differences between friends and colleagues in faking emotions. Interpersona: An international journal on personal relationship, 6(2), 155-162.
Kark, R. & Medler-Liraz, H. (2007)*. "Leading with a Smile: The influence of managers' leadership behavior on the emotional experience of employees and customers". In: Hartel, C.E., Ashkanasy, N.M. & Zerbe, W.J. (Eds.), Research on Emotions in Organizations: Functionality, intentionality and morality Vol. 3. Elsevier Press. 177-198.
Medler-Liraz, H. & Kark, R. (2004). Leadership and emotions: The influence of transformational leadership on followers' emotional intelligence. Human resources, Special refereed issue on Emotions in Organizations, Human Resources Management Journal 203:30-37. (Hebrew).
