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

26 Mar 2019
Working Paper Summaries

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

Keywords: by Michelle A. Shell and Ryan W. Buell; Health

15 Apr 2019
Research & Ideas

Infographic: Can I Please Speak to an Actual Person?

Based on the Working Paper, Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact (pdf) by Michelle A. Shell and... View Details

Keywords: by Katherine Vizcardo and Danielle Kost; Service

19 Aug 2013
Research & Ideas

Studying How Income Inequality Shapes Behavior

avoid tumbling down any further. They call the behavior "last-place aversion." To test this theory in the lab, the pair teamed up with HBS Assistant Professor Ryan W. View Details

Keywords: by Michael Blanding

19 Feb 2019
First Look

New Research and Ideas, February 19, 2019

identity-holders away from options they would have preferred in the absence of that appeal. Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact By: Shell, Michelle A., and... View Details

Keywords: Sean Silverthorne

19 Jul 2011
First Look

First Look: July 19

claims about the benefits of broader operational scope. The performance benefits of focus are typically attributed to reduced complexity, lower uncertainty, and the development of specialized expertise, while the benefits of greater... View Details

Keywords: Sean Silverthorne

03 May 2011
First Look

First Look: May 3

next-generation product. Read the article: http://hbr.org/2011/05/the-best-way-to-name-your-product-20/ar/1 Think Customers Hate Waiting? Not So Fast... Authors:Ryan W. Buell View Details

Keywords: Sean Silverthorne

01 Dec 2015
First Look

December 1, 2015

will have an important future impact on our understanding of consumer psychology. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=50106 forthcoming Management Science Experimental Evidence of Pooling Outcomes Under Information Asymmetry By: Schmidt,... View Details

Keywords: Sean Silverthorne

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