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Show Results For
- All HBS Web
(641)
- People (1)
- News (220)
- Research (297)
- Events (1)
- Multimedia (28)
- Faculty Publications (196)
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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.)
- March 2021
- Article
Last Place Aversion in Queues
By: Ryan W. Buell
This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which... View Details
Keywords: Behavioral Operations; Queues; Reference Effects; Last Place Aversion; Transparency; Customers; Behavior; Satisfaction; Service Operations
Buell, Ryan W. "Last Place Aversion in Queues." Management Science 67, no. 3 (March 2021): 1430–1452.
- 12 Dec 2017
- First Look
New Research and Ideas, December 12, 2017
in common? Why do their extraordinary stories continue to amaze and inspire? In delivering the answers to those questions, I offer a remarkable template by which to judge those in our own time to whom the public has given its trust. The... View Details
Keywords: Sean Silverthorne
- 08 Jul 2014
- First Look
First Look: July 8
investigates the effect of pay for performance in firms, yet less is known about the effect of non-financial rewards, especially in organizations that hire individuals to perform tasks with positive social spillovers. We conduct a field experiment in which agents... View Details
Keywords: Carmen Nobel
- 2025
- Working Paper
The Hidden Costs of Flexible Labor Models: How Working Multiple Jobs Affects Employees
By: Paige Tsai and Ryan W. Buell
As operations increasingly rely upon flexible labor models—such as gig, part-time, and remote work—it has become commonplace for individuals to work multiple jobs. Across three studies, relying on a combination of transaction-level data from 90,548 customers of a... View Details
Keywords: Behavioral Operations; Employee Behavior; Job Design; Sustainable Operations; Job Design and Levels; Personal Finance; Well-being; Happiness; Satisfaction; Wages
Tsai, Paige, and Ryan W. Buell. "The Hidden Costs of Flexible Labor Models: How Working Multiple Jobs Affects Employees." Harvard Business School Working Paper, No. 25-036, January 2025. (Revised June 2025.)
- 2024
- Working Paper
Transforming the Federal Bureau of Investigation: Outcome and Process Framing
This twelve-year qualitative study examines how Director Robert Mueller and his senior team profoundly transformed the United States Federal Bureau of Investigation (FBI) after the 9/11 terrorist attacks. Drawing on 138 interviews within the FBI and Mueller’s... View Details
Keywords: Mission and Purpose; Transformation; Government and Politics; Organizational Change and Adaptation
Raffaelli, Ryan, Tiona Zuzul, Ranjay Gulati, and Jan Rivkin. "Transforming the Federal Bureau of Investigation: Outcome and Process Framing." Harvard Business School Working Paper, No. 16-084. (Revise and Resubmit.)
- June 2021
- Article
From Predictions to Prescriptions: A Data-driven Response to COVID-19
By: Dimitris Bertsimas, Léonard Boussioux, Ryan Cory-Wright, Arthur Delarue, Vassilis Digalakis Jr, Alexander Jacquillat, Driss Lahlou Kitane, Galit Lukin, Michael Lingzhi Li, Luca Mingardi, Omid Nohadani, Agni Orfanoudaki, Theodore Papalexopoulos, Ivan Paskov, Jean Pauphilet, Omar Skali Lami, Bartolomeo Stellato, Hamza Tazi Bouardi, Kimberly Villalobos Carballo, Holly Wiberg and Cynthia Zeng
The COVID-19 pandemic has created unprecedented challenges worldwide. Strained healthcare providers make difficult decisions on patient triage, treatment and care management on a daily basis. Policy makers have imposed social distancing measures to slow the disease, at... View Details
Keywords: COVID-19; Health Pandemics; AI and Machine Learning; Forecasting and Prediction; Analytics and Data Science
Bertsimas, Dimitris, Léonard Boussioux, Ryan Cory-Wright, Arthur Delarue, Vassilis Digalakis Jr, Alexander Jacquillat, Driss Lahlou Kitane, Galit Lukin, Michael Lingzhi Li, Luca Mingardi, Omid Nohadani, Agni Orfanoudaki, Theodore Papalexopoulos, Ivan Paskov, Jean Pauphilet, Omar Skali Lami, Bartolomeo Stellato, Hamza Tazi Bouardi, Kimberly Villalobos Carballo, Holly Wiberg, and Cynthia Zeng. "From Predictions to Prescriptions: A Data-driven Response to COVID-19." Health Care Management Science 24, no. 2 (June 2021): 253–272.
- Research Summary
Overview
Professor Raffaelli's research focuses on the concept of reinvention. This work examines how organizations and leaders manage processes of innovation adoption, institutional change, and cognitive framing. View Details
- 14 Feb 2012
- First Look
First Look: February 14
today's companies face. I show that organizations thrive, or fail to thrive, based on how well the small groups within those organizations work. In most organizations, the work that produces value for customers is carried out by teams,... View Details
Keywords: Carmen Nobel
- February 2021
- Article
How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice
By: Ryan W. Buell and Basak Kalkanci
Amid growing calls for transparency and social and environmental responsibility, companies are employing different strategies to improve consumer perceptions of their brands. Some pursue internal initiatives that reduce their negative social or environmental impacts... View Details
Keywords: Sustainable Operations; Corporate Social Responsibility; Operational Transparency; Corporate Social Responsibility and Impact; Operations; Environmental Sustainability; Consumer Behavior; Perception
Buell, Ryan W., and Basak Kalkanci. "How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice." Management Science 67, no. 2 (February 2021): 932–950.
- 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.
- January 2016
- Supplement
Toby Johnson: Leading After School
By: Boris Groysberg and Ryan Raffaelli
Video Supplement for Boris Groysberg's "Toby Johnson" suite of teaching products. View Details
Groysberg, Boris, and Ryan Raffaelli. "Toby Johnson: Leading After School." Harvard Business School Multimedia/Video Supplement 416-701, January 2016.
- 04 Mar 2014
- Sharpening Your Skills
Sharpening Your Skills: Managing Innovation
Raffaelli discovers new markets for old technologies. Organization Design for Distributed Innovation Designing organizations ready for distributed innovation, by Carliss Y. Baldwin. View Details
Keywords: Re: Multiple Faculty
- February 2023 (Revised July 2023)
- Case
Moleskine Foundation: Can Creativity Change the World?
By: Ryan Raffaelli, Alexandra C. Feldberg and Sarah Gulick
The Italy-based Moleskine Foundation worked with young adults in Africa and Europe to inspire social change through art and creative projects. Adama Sanneh, the newly appointed CEO of the Moleskine Foundation, faced several challenges: First, he had to make his own... View Details
Keywords: Nonprofit Organizations; Social Enterprise; Leadership; Identity; Strategy; Education Industry; Italy; Africa; Europe; United States
Raffaelli, Ryan, Alexandra C. Feldberg, and Sarah Gulick. "Moleskine Foundation: Can Creativity Change the World?" Harvard Business School Case 423-043, February 2023. (Revised July 2023.)
- November 2022
- Teaching Note
Backstage at Boston Ballet
By: Ryan Raffaelli and Akshaya Varghese
Teaching Note for HBS Case No. 420-005. View Details
- 2016
- Chapter
Secondary Markets, Demand Revival, and Firm Performance: Exploratory Analyses in the Vintage Timepiece Auctions Market
By: Kim Claes and Ryan Raffaelli
Claes, Kim, and Ryan Raffaelli. "Secondary Markets, Demand Revival, and Firm Performance: Exploratory Analyses in the Vintage Timepiece Auctions Market." In Les vies multiples d'une montre [The Multiple Lives of a Watch], edited by Kalust Zorik and François H. Courvoisier. Éditions Loisirs et Pédagogie, 2016, French ed.
- 03 Nov 2015
- First Look
November 3, 2015
these models, the demand curve alone can be used to make welfare statements, a fact relied on by much empirical work. There is ample evidence, though, that people misuse care for a different reason: mistakes or "behavioral... View Details
Keywords: Sean Silverthorne
- 12 Apr 2016
- First Look
April 12, 2016
April 2016 Harvard Business Review Can You Cut 'Turn Times' Without Adding Staff? By: Bernstein, Ethan, and Ryan W. Buell Abstract—The president of RSA Ground, the subsidiary of Rising Sun Airlines responsible for servicing its planes at... View Details
Keywords: Sean Silverthorne
- 09 Feb 2016
- First Look
February 9, 2016
entrepreneurship in organizational sectors. Prior research suggests that firm foundings are driven by collective patterns of activity—that is, by patterns of prior foundings—including support from related... View Details
Keywords: Sean Silverthorne
- 2015
- Chapter
Institutional Innovation: Novel, Useful, and Legitimate
By: Ryan Raffaelli and Mary Ann Glynn
This chapter advances the theoretical construct of institutional innovation, which we define as novel, useful and legitimate change that disrupts, to varying degrees, the cognitive, normative, or regulative mainstays of an organizational field. Institutional... View Details
Raffaelli, Ryan, and Mary Ann Glynn. "Institutional Innovation: Novel, Useful, and Legitimate." In The Oxford Handbook of Creativity, Innovation, and Entrepreneurship, edited by Christina E. Shalley, Michael A. Hitt, and Jing Zhou. Oxford University Press, 2015.