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- April 15, 2019
- Article
Why Anxious Customers Prefer Human Customer Service
By: Michelle A. Shell and Ryan W. Buell
- 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...
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