2004 CEM Customer Satisfaction Marketing 
Beyond Philosophy
FEBRUARY 3, 2015
This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. They don’t.
Responsetek
MAY 4, 2018
However, research by the psychologist Barry Schwartz in 2004 identified that too much choice can in fact present more problems and create a higher level of anxiety for consumers than not enough choice. This principle of reduced choice improving the likelihood of customer satisfaction was at the heart of e-Harmony’s ethos.
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