by Michelle A. Shell and Ryan W. Buell - Publications - Faculty & Research

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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

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Technology & Operations Management Awards & Honors - Faculty & Research

Systems Society (INFORMS ISS) in 2020. 2019 Ryan W. Buell : Finalist for the 2019 McKinsey Award for the Best Article in Harvard Business Review for "Operational Transparency:... View Details

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Accounting & Management Awards & Honors - Faculty & Research

Campbell : Won the Award for Excellence in Mentoring Doctoral Students from Harvard Business 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... View Details

April 15, 2019
Article

Why Anxious Customers Prefer Human Customer Service

By: Michelle A. Shell and Ryan W. Buell

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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

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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

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Print View - Course Catalog

Technology & Operations Management Ryan Buell , Robert Markey Fall 2025 Q1Q2 3.0 Managing and Innovating in Financial Services Finance David Scharfstein Spring 2026 Q3Q4 3.0... View Details

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