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  • 08 Mar 2016
  • First Look

March 8, 2016

https://www.hbs.edu/faculty/Pages/item.aspx?num=50700 How Do Customers Respond to Increased Service Quality Competition? By: Buell, Ryan W., Dennis Campbell, and Frances X. Frei... View Details
Keywords: Sean Silverthorne
  • 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
  • 01 Jun 2009
  • News

Alumni Books

The People Factor: Strengthening America by Investing in Public Service by Linda J. Bilmes (MBA ’84) and W. Scott Gould (Brookings Institution Press) The authors argue that the... View Details
Keywords: Publishing Industries (except Internet); Information
  • 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
  • 20 Mar 2018
  • First Look

First Look at New Research and Ideas, March 20, 2018

Buell, Ryan W., Dennis Campbell, and Frances X. Frei Abstract—This paper investigates the impact of customer compatibility—the degree of fit between the needs of customers and... View Details
Keywords: Sean Silverthorne
  • 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
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  • 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
  • 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
  • April 2019
  • Article

Mitigating Malicious Envy: Why Successful Individuals Should Reveal Their Failures

By: Alison Wood Brooks, Karen Huang, Nicole Abi-Esber, Ryan W. Buell, Laura Huang and Brian Hall
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
Keywords: Emotions; Perception; Interpersonal Communication; Communication Strategy
Related
  • 08 Jul 2014
  • First Look

First Look: July 8

Competition? By: Buell, Ryan W., Dennis Campbell, and Frances X. Frei Abstract—When does increased service quality competition lead to customer defection, and which customers... View Details
Keywords: Carmen Nobel
  • 07 May 2013
  • First Look

First Look: May 7

Quality Competition? By: Buell, Ryan W., Dennis Campbell, and Frances X. Frei Abstract—When does increased service quality competition lead to customer defection, and which... View Details
Keywords: Carmen Nobel
  • 05 May 2009
  • First Look

First Look: May 5, 2009

Authors:Ryan W. Buell, Dennis Campbell, and Frances X. Frei Publication:Production and Operations Management (forthcoming) Abstract This paper investigates the impact of... View Details
Keywords: Martha Lagace
  • 01 Sep 2015
  • News

The Protagonist Goes Prime Time

through resolution. In all, the ETS team shot 35 hours of footage. The final case, which was first taught in October 2014 to 940 first-year MBA students, includes just under an hour of video. “Multimedia cases won’t wholly replace traditional cases,” says View Details
Keywords: April White
  • 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

agencies to promote psychological science in the spirit of President Obama's order. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=50170 How Do Customers Respond to Increased Service Quality Competition? By: Buell, View Details
Keywords: Sean Silverthorne
  • Web

Print View - Course Catalog

Derek van Bever Spring 2025 Q3Q4 3.0 Strategies for Value Creation (SVC) Finance, Strategy Benjamin Esty Spring 2025 Q3Q4 3.0 Strategies for Value Creation - Abridged (SVC-S) Finance, Strategy Scott Mayfield Spring 2025 Q3 1.5 Strategy Execution Accounting & Management... View Details