Dr. Michelle Shell’s research uses both laboratory and field experiments to examine how firms can more productively build relationships with customers by understanding and influencing their operating behavior. Her research agenda has begun with an investigation of the operational costs that stem from the interplay between emotions, decision-making and engagement when new technologies are introduced to service settings. Prior to her academic career, Michelle worked as a product development executive at State Street Global Advisors, Fidelity Investments and LPL Financial with a focus on managing and developing holistic asset allocation solutions for retail investors.