Shell, Michelle A. →

Infographic: Can I Please Speak to an Actual Person?

Customers still want the option to access human help in automated service—even if they don't use it, says research by Michelle A. Shell and Ryan W. Buell. Open for comment; 0 Comments.

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

Firms increasingly deploy self-service technologies (SSTs) to manage customer interfaces that are inherently stressful. For example, patients may be asked to use kiosks to check themselves into hospitals. This study finds that customer anxiety during SST transactions can reduce customers’ trust in the service provider. Operational design choices may help.