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Experiment #1 results Experiment #1. Source: “Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact,” Michelle A. Shell and Ryan W. Buell, Harvard Business School Technology & Operations Mgt. Unit Working Paper 19-089 (2019)

When was the last time you felt anxious? You know the feeling: Stomach churning, unable to focus and pursued by a nebulous but frightening vision of the future.

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