Danielle van Jaarsveld

Danielle van Jaarsveld is the E.D. MacPhee Professor of Management and Division Chair of the Organizational Behaviour & Human Resources Division at the Sauder School of Business, University of British Columbia. She holds an AB from Princeton University and MS/PhD degrees from Cornell University. Her research focuses on strategic human resource management, customer service quality, and organizational performance, with a particular emphasis on employee turnover, workforce blending, and customer-employee interactions. She teaches courses in Labor Relations (BCom) and Seminar in Human Resource Management (PhD).

Her research explores how organizational practices influence employee behavior and outcomes in service industries, including the effects of customer aggression, fair supervisor treatment, and AI-human collaboration on workplace dynamics. She has contributed to understanding the paradoxes of platform-mediated work and the implications of workforce flexibility in call centers and tech industries. Her work spans over two decades, with publications in top journals like Journal of Service Management and Academy of Management Journal.

Key themes in her scholarship include mitigating negative consequences of customer mistreatment, designing effective HR practices for innovation, and analyzing labor market segmentation. She advocates for interdisciplinary approaches to address complex service management challenges and supports evidence-based strategies for improving organizational performance.