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  • January 2020
  • Article

One of a Kind: The Strong and Complex Preference for Unique Treatment from Romantic Partners

By: Lalin Anik and Ryan Hauser
Individuals prefer romantic partners who universally treat others well (i.e., partners who exhibit trait-level generosity) and also prefer partners who treat them uniquely. Previous work supports both preferences, yet the literature has largely ignored what happens... View Details
Keywords: Relationships; Behavior; Satisfaction
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Anik, Lalin, and Ryan Hauser. "One of a Kind: The Strong and Complex Preference for Unique Treatment from Romantic Partners." Journal of Experimental Social Psychology 86 (January 2020).
  • 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
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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.
  • 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
  • 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
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Buell, Ryan W. "Last Place Aversion in Queues." Management Science 67, no. 3 (March 2021): 1430–1452.
  • Article

Are Self-service Customers Satisfied or Stuck?

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
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
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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.)
  • Research Summary

Overview

By: Ryan L. Raffaelli
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
  • 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
  • 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
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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.)
  • 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
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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.)
  • 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
  • 2024
  • Working Paper

Transforming the Federal Bureau of Investigation: Outcome and Process Framing

By: Ryan Raffaelli, Tiona Zuzul, Ranjay Gulati and Jan Rivkin
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
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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.)
  • 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
  • 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
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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.
  • 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
  • 11 Sep 2018
  • First Look

New Research and Ideas, September 11, 2018

process helps improve the dealer's profit by at least $269. These estimates suggest a potentially high return to taking the "information-based" approach to pricing idiosyncratic products. Publisher's link:... View Details
Keywords: Dina Gerdeman
  • 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
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Groysberg, Boris, and Ryan Raffaelli. "Toby Johnson: Leading After School." Harvard Business School Multimedia/Video Supplement 416-701, January 2016.
  • 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
  • November 2021 (Revised March 2022)
  • Case

Kwame Spearman at Tattered Cover: Reinventing Brick-and-Mortar Retail

By: Ryan Raffaelli and Kerry Herman
The case spotlights Kwame Spearman’s career-shifting decision to leave a NYC-based consulting job to return to his hometown of Denver, Colorado, and take over an iconic independent bookstore, The Tattered Cover. The case lays out ways Spearman envisions a new approach... View Details
Keywords: Retail; Leadership; Leading Change; Competitive Strategy; Personal Development and Career; Publishing Industry; Retail Industry; United States
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Raffaelli, Ryan, and Kerry Herman. "Kwame Spearman at Tattered Cover: Reinventing Brick-and-Mortar Retail." Harvard Business School Case 422-014, November 2021. (Revised March 2022.)
  • March 2021 (Revised August 2021)
  • Supplement

Wendell Weeks at Corning Inc. (B): Valor Glass and the COVID-19 Pandemic

By: Ryan Raffaelli and Aldo Sesia
The (B) case offers a detailed account of Wendell Weeks’s innovation strategy at Corning, and how his approach played a critical role in the COVID-19 pandemic. It illustrates the company’s philosophy of making long-term investments in promising new technologies and... View Details
Keywords: Innovation and Invention; Innovation Strategy; Technological Innovation; Disruptive Innovation; Information Technology; Leadership; Health Pandemics; Technology Industry; United States; New York (city, NY)
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Raffaelli, Ryan, and Aldo Sesia. "Wendell Weeks at Corning Inc. (B): Valor Glass and the COVID-19 Pandemic." Harvard Business School Supplement 421-078, March 2021. (Revised August 2021.)
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