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Alumni - Global
between fiction and finance. Re: Michael Kim (MBA 1990); By: Julia Hanna; photographs by Jun Michael Park 01 Mar 2024 HBS Alumni Bulletin Turning Point: Eternal Returns Re: Louisa Wong (MBA 1981); Leonard... View Details
- Forthcoming
- Article
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry
Kinch, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Management Science (forthcoming). (Pre-published online March 31, 2025.)
- Web
Technology & Operations Management Awards & Honors - Faculty & Research
: Nominated in 2012 by the Strategic Management Society (SMS) for Best Conference Paper at the SMS 32nd Annual International Conference for “Competition and Illicit Quality” (Bennett, Pierce, Snyder, Toffel,... View Details
- Web
Accounting & Management Awards & Honors - Faculty & Research
School in 2011. Dennis Campbell : Won the 2011 Stan Hardy Award for Outstanding Paper published in the field of Operations Management from the Decision Sciences Institute for his paper with Ryan W. View Details
- April 15, 2019
- Article
Why Anxious Customers Prefer Human Customer Service
By: Michelle A. Shell and Ryan W. Buell
Shell, Michelle A., and Ryan W. Buell. "Why Anxious Customers Prefer Human Customer Service." Harvard Business Review (website) (April 15, 2019).
- Web
From Classroom to Workplace: Theory to Practice | Baker Library
Working Paper. Cambridge, Mass.: Radcliffe Institute, 1975, p. 11. W. K. Jordan, "President Jordan's Message." Radcliffe College, Management Training Program. Cambridge: Radcliffe, 1949. A. Sims Cooledge,... View Details
- Web
Year in Review | Annual Report 2024
are recognized in a special event with their families and the Dean during graduation week. Dean’s Award Press Release MBA Faculty Teaching Awards MBA students recognized four faculty with Faculty Teaching Award honors for their excellence... View Details
- Web
Print View - Course Catalog
Ascarza Fall 2025 Q2 1.5 Managing International Trade and Investment Business, Government & the International Economy Meg Rithmire Fall 2025 Q1Q2 3.0 Managing Service Operations Technology & Operations Management View Details