Prof. Shaked Gilboa

Head of Leadership and senior management field
Faculty of Management & Economics
Prof. Shaked Gilboa
shakedg@ruppin.ac.il

building 20, room 322

Teaching

  • Organizational Development
  • Undergraduate studies: Skills in managerial communication
  • Undergraduate studies: Applied Practicum in HRM and OD
  • Undergraduate studies: Seminar in Managing Experiences in the Business World
  • MBA program: Human Capital management strategy
  • MBA program: Practical seminar in leadership, strategy and senior management

Research

  • customer experience
  • consumer behavior
  • mall experience from the customer's perspective
  • the unique nature of customer experience in small businesses
  • customer experience in the era of terror

Publications

Gilboa, S. and Rafaeli, A. (2003). Store environment, emotions and approach behavior: Applying environmental aesthetics to retailing. International Revi​​​​ew of Retail,Di​stribution and Consumer Resea​rch, 13(2), 195-211.

Gilboa, S. (2009). A Segmentation study of Israeli mall customers. Journal ofRetailing and Consumer Services, 16, 135-144.

Vilnai-Yavetz, I. & Gilboa, S. (2010). The effect of servicescape cleanliness oncustomer reactions. Services Marketing Quarterly, 31(2), 213-234.

Gilboa, S. & Vilnai-Yavetz, I. (2010). Four generations of mall visitors in Israel: Astudy of mall activities, visiting patterns, and products purchased. Journal ofRetailing and Consumer Services, 17, 501-511.

​​​​Gilboa, S. and Herstein, R.(2012). Place status, place loyalty and well being: An exploratory investigation of Israeli residents. Journal of Place Management and Development, 5(2), 141-157.

Gilboa, S. & Vilnai-Yavetz, I. (2012). Segmenting multicultural mall visitors: The Israeli case. Marketing Intelligence & Planning, 30(6), 608-624.

Gilboa, S. & Vilnai-Yavetz, I. (2013). Shop until you drop? Exploratory study of mall experience. European Journal of Marketing, 47(1), 239-259.

​Vilnai-Yavetz, I. and Gilboa, S. (2014). The cost (and the value) of customer attire: Linking dress styles to service quality and prices offered by service employees. Service Business, 8 (2), 355-373.

​Gilboa, S.; Jaffe, E.D.; Vianelli, D., Pastore, A. and Herstein, R. (2015). A summated rating scale for measuring city image. Cities, 44, 50-59. 

Gilboa, S., Vilnai-Yavetz, I. and Chebat J.C. (2016). Capturing the multiple facets of mall experience: Developing and validating a scale. Journal of Consumer Behaviour, 15, 48-59.

​​Efrat, K.; Gilboa, S. and Yonatani, M. (2017) When marketing and innovation interact: The case of Born-Global firms. International Business Review, 26(2), 380-390.

Herstein, R., Gilboa, S., Gamliel, E., Berger, R. and Ali, A. (2018). The role of private label brands in enhancing service satisfaction in the hotel industry: Comparing luxury and boutique hotels. Services Marketing Quarterly. 39(2), 140-155.​

​Gilboa, S., Seger-Guttmann, T. and Mimran, O. (2019). The unique role of relationship marketing in small businesses’ customer experience.​ Journal of Retailing and Consumer Services, 51, 152-164.

Efrat, K., Gilboa, S. and Sherman, A. (2020). The role of supporter  engagement in enhancing crowdfunding success​. Baltic Journal of Management.

Gilboa, S. and Mitchell, V. (2020). The role of culture and purchasing power parity in shaping mall-shoppers’ profiles​. Journal of Retailing and Consumer Services, 52. 

Efrat, K., Gilboa, S. & Sherman, A. Correction to: Relationship approach to crowdfunding: how creators and supporters interaction enhances projects’ success​. Electron Markets (2020). ​

Gilboa, S., Vilnai-Yavetz, Mitchell, V., Borges, A., Belhsen, N. and Frimpong, K. (2020) ​Mall experiences are not universal: The moderating roles of national culture and mallindustry’s age​. Journal of Retailing and Consumer Services, 57​

Seger-Guttmann, T., Gilboa, S. and Partouche, J. (2021). “I live with terror inside me”: Exploring customers’ instinctive reactions to terror​. International Journal of Hospitality Management, 92. 

Efrat, K., Gilboa, S. and Wald, A. (2020). The emergence of well-being in crowdfunding - A study of entrepreneurs and backers of reward and donation campaigns. International Journal of Entrepreneurial Behavior & Research.

Efrat, K., Gilboa, S., and Berliner, D. (2020). The Israeli crowdfunding – A reflection of itsentrepreneurial culture. In Shneor, R. Zhang, L., and Flåten, B-T (eds.). Advances inCrowdfunding: Research and Practice​ (Chap. 17, pp.341-372). Basingstoke Hampshire: Palgrave MacMillan. ​

Efrat, K., Wald, A. and Gilboa, S.  (2021). The transition from novice to serial crowdfunders: Behavioral antecedents and well-being drivers. Internet Research. 

Gilboa, S. and Jaffee, E. (2021). Does one brand fit all? Segmenting city residents for place branding. Cities, 116, 103287. 

Vilnai-Yavetz, I., Gilboa, S. and Mitchell, V. (2021) Experiencing atmospherics: The moderating effect of mall experiences on the impact of individual store atmospherics on spending behavior and mall loyalty.​  Journal of Retailing and Consumer Services, 63, 102704.

Gilboa, S., Seger-Guttmann, T. and Partouche-Sebban, J. Increasing customer loyalty and WOM in an age of terror:  cross-cultural development and validation of customers’ reaction to terror scale (CRTS) (accepted) Journal of Retailing and Consumer Services, 63, 102704. 

More Info

  • My research focuses on the evolving field of customer experience in the areas of management, consumer behavior, retailing and urban studies. My studies are based on both quantitative and qualitative methods of data collection, including surveys, interviews and narratives. Specific areas of interest include the mall experience from the customer's perspective; the image of the city as it is experienced by residents and tourists; the customer experience of crowdfunding; the unique nature of customer experience in small businesses;
    and customer experience in the era of terror.