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    • Faculty Publications  (2)

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    • All HBS Web  (120,408)
      • Faculty Publications  (2)

      Shell, A Michelle Remove Shell, A Michelle →

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      • April 15, 2019
      • Article

      Why Anxious Customers Prefer Human Customer Service

      By: Michelle A. Shell and Ryan W. Buell
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      Shell, Michelle A., and Ryan W. Buell. "Why Anxious Customers Prefer Human Customer Service." Harvard Business Review (website) (April 15, 2019).
      • 2019
      • Working Paper

      Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

      By: Michelle A. Shell and Ryan W. Buell
      It is a well-established result in social psychology that when people feel anxious, they seek advice from others. However, increasingly companies that operate in high-anxiety settings (like financial services, health care, and education) are deploying self-service...  View Details
      Keywords: Anxiety; Customers; Emotions; Service Delivery; Interpersonal Communication; Customer Satisfaction; Trust
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      Shell, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Harvard Business School Working Paper, No. 19-089, February 2019.
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