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by Michelle A. Shell and Ryan W. BuellRemove by Michelle A. Shell and Ryan W. Buell →

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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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  • 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
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