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It's Time to Face Up to 'Feedback Fatigue'

It's Time to Face Up to 'Feedback Fatigue'

Wall Street Journal

“Customers actually start to delay how often they interact with the company because they don’t want to have to deal with the follow up,” said Andrea Godfrey Flynn, associate professor of marketing at the University of San Diego, and the lead author of the car-dealership study. “Or maybe they scale back their purchasing. There’s more and more academic research that shows the backlash effect.”

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