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Shell, Michelle A. Remove Shell, Michelle A. →

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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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  • 2022
  • 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; Self-service; Empirical Operations; Behavioral Operations; Customers; Emotions; Service Delivery; Interpersonal Communication; Customer Satisfaction; Trust
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