Based on the Working Paper, Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact (pdf) by Michelle A. Shell and Ryan W. Buell.
Shell is a doctoral student at Harvard Business School, and Buell is the UPS Foundation Associate Professor of Service Management in the Technology and Operations Management Unit.
About the Authors
Katherine Vizcardo is a graphic designer based in Providence, Rhode Island, and Danielle Kost is senior editor of Harvard Business School Working Knowledge.
Related Reading:
Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?
Fix This! Why is it so Painful to Buy a New Car?
Deconstructing the Price Tag
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