Michelle A. Kinch

Michelle Kinch's research uses both laboratory and field experiments to examine how firms can more productively build relationships with customers by understanding and influencing their operating behavior. Her research agenda has begun with an investigation of the operational costs that stem from the interplay between customer emotions, decision-making and engagement when using self-service technologies. Prior to her academic career, Michelle worked as a product development executive at State Street Global Advisors, Fidelity Investments and LPL Financial with a focus on managing and developing holistic asset allocation solutions for retail investors. She received a B.S. in Management Science from Massachusetts Institute of Technology, an M.B.A. and D.B.A. in Technology & Operations Management from Harvard Business School. She is also a Chartered Financial Analyst.