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Michelle Shell

Michelle Shell

Michelle Shell is a visiting assistant professor in operations and technology management. Michelle’s expertise is in the area of behavioral operations management. She uses both laboratory and field experiments to help companies understand the operational costs of human emotion – whether from customers or employees – and to leverage those insights to determine productive ways of balancing human contact and automation in service design. As a researcher, consultant and board director, her work has guided operational design choices for companies of all sizes within financial services, healthcare and technology in global markets. Michelle’s research draws on a depth of professional experience as a product management and development executive in financial services.

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