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- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- 14 Nov 2017
- First Look
New Research and Ideas: November 14, 2017
video. These results suggest a phenomenon of desensitization or habituation of victims to crime exposure. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=53446 Lifting the Veil: The Benefits of Cost Transparency By: Mohan, Bhavya, View Details
Keywords: Carmen Nobel
- 02 Apr 2019
- First Look
New Research and Ideas, April 2, 2019
gun restrictions. Lifting the Veil: The Benefits of Cost Transparency By: Mohan, Bhavya, Ryan W. Buell, and Leslie K. John Abstract—Firms do not typically disclose information... View Details
Keywords: Dina Gerdeman
- January–February 2024
- Article
Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments
By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement
Buell, Ryan W., Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan, and Rengaraj Venkatesh. "Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments." Manufacturing & Service Operations Management 26, no. 1 (January–February 2024): 154–166.
- 12 Dec 2017
- First Look
New Research and Ideas, December 12, 2017
Joy M., Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi, and Jie Zhang Abstract—The... View Details
Keywords: Sean Silverthorne
- April 2019
- Article
Mitigating Malicious Envy: Why Successful Individuals Should Reveal Their Failures
People often feel malicious envy, a destructive interpersonal emotion, when they compare themselves to successful peers. Across three online experiments and a field experiment of entrepreneurs, we identify an interpersonal strategy that can mitigate feelings of... View Details
Brooks, Alison Wood, Karen Huang, Nicole Abi-Esber, Ryan W. Buell, Laura Huang, and Brian Hall. "Mitigating Malicious Envy: Why Successful Individuals Should Reveal Their Failures." Journal of Experimental Psychology: General 148, no. 4 (April 2019): 667–687.
- 12 Feb 2019
- First Look
New Research and Ideas, February 12, 2019
investors speculate, even mild diagnostic distortions generate substantial bubbles. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=55653 Relative Performance Transparency: Effects on Sustainable Choices By: Buell,... View Details
Keywords: Dina Gerdeman
- 18 Dec 2018
- First Look
New Research and Ideas, December 18, 2018
Mitigating Malicious Envy: Why Successful Individuals Should Reveal Their Failures By: Brooks, Alison Wood, Karen Huang, Nicole Abi-Esber, Ryan W. Buell, Laura Huang, and Brian... View Details
Keywords: Dina Gerdeman
- 08 Dec 2015
- First Look
December 8, 2015
Argentina and Chile over recent decades. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=50182 forthcoming Management Science Creating Reciprocal Value Through Operational Transparency By: Buell, View Details
Keywords: Sean Silverthorne
- 10 Jun 2014
- First Look
First Look: June 10
innovate frequently and rely on a systematic way of doing so. Publisher's link: http://www.hbs.edu/faculty/Publication%20Files/EBR%202014%20Magic%20of%20Innovation_2071dd24-fd3e-4fe0-bac0-167ef27c78e3.pdf Working Papers Creating Reciprocal Value Through Operational... View Details
Keywords: Sean Silverthorne