Publications

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

Find at Harvard

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 Hall Abstract—People often feel malicious envy, a destructive... View Details

Keywords: Dina Gerdeman

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

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 customers are most likely to defect? Our empirical analysis of... View Details

Keywords: Carmen Nobel

August 2020
Teaching Note

This Old House of Worship: St. Anthony Shrine (A) and (B)

By: Ryan Raffaelli and Leticia Garcia

Teaching Note for HBS Case Nos. 421-701 and 421-702. View Details

June 2020
Supplement

Moleskine (B): Maria Sebregondi and Arrigo Berni Video Supplements

By: Ryan Raffaelli and Raffaella Sadun

February 2006 (Revised November 2008)
Teaching Note

Banco Real: Banking on Sustainability (TN)

Keywords: Investment Funds; Banking Industry

January 2006 (Revised February 2015)
Case

Innovation at Timberland: Thinking Outside the Shoe Box

Innovation was linked to Timberland's heritage. In 2005, CEO Jeff Swartz and COO Ken Pucker hoped the Invention Factory, an advanced concept lab, would develop new breakthrough products and reinvigorate the company's culture of innovation. Since the 1960s, Timberland... View Details

Keywords: Innovation and Management; Growth and Development Strategy; Product Development; Organizational Culture; Change Management

June 2003 (Revised July 2003)
Case

Union City Schools: Sustaining The Turnaround

Under the leadership of Superintendent Thomas Highton, Union City Schools, New Jersey, underwent a 14-year turnaround. In 1989, the Union City School District was the second-worst-performing district in New Jersey. As Mr. Highton prepared to retire, 2002 student test... View Details

Keywords: Leadership; Leading Change; Performance Consistency; Change Management; New Jersey

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

Read Now

June 2025
Article

Outcome and Process Frames: Strategic Renewal and Capability Reprioritization at the Federal Bureau of Investigation

By: Ryan Raffaelli, Tiona Zuzul, Ranjay Gulati and Jan Rivkin

[Research Summary]: Framing is critical for leaders who must build support for strategic renewal. While research has concentrated on renewal that replaces one set of capabilities with another, we explore a distinctive challenge: how leaders persuade stakeholders to... View Details

Keywords: Framing; Stakeholder Management; Capabilities; Transformation; Leading Change; Crisis Management; Resource Allocation; Government and Politics; Business and Stakeholder Relations; Public Administration Industry

Read Now

April 2006
Case

Medical Innovation Beyond MedStar: Mobilizing for National Impact

By: Rosabeth M. Kanter, Ryan Raffaelli and Michelle Heskett

Dr. Craig Feied, director of MedStar Health's Medical Informatics programs, wanted his innovations to influence national health care. Since joining Washington Hospital Center's Emergency Department in 1995 with Dr. Mark Smith, their information system had become the... View Details

Keywords: Collaborative Innovation and Invention; Innovation Strategy; Technological Innovation; Policy; Government and Politics; Innovation and Management; Projects; Corporate Social Responsibility and Impact; Medical Devices and Supplies Industry; Health Industry; Washington (state, US)

December 2018 (Revised February 2025)
Teaching Note

Faber-Castell (A) and (B)

By: Ryan Raffaelli and Akshaya Varghese

Teaching Note for HBS Nos. 417-010 and 417-030. View Details

February 2005 (Revised March 2008)
Case

Shinhan Financial Group (A)

Mr. Young Hwi Choi, president and CEO of Shinhan Financial Group, embarked on an unconventional post-merger integration strategy with recently acquired Chohung Bank. The strategy focused on integrating traditional operations while attending to employees' reactions to... View Details

Keywords: Mergers and Acquisitions; Change Management; Employees; Leading Change; Organizational Change and Adaptation; Organizational Culture; Emotions; Integration; South Korea

May 2006 (Revised February 2009)
Teaching Note

Publicis Groupe: Leading Creative Acquisitions (TN)

November 2005 (Revised February 2009)
Case

Publicis Groupe: Leading Creative Acquisitions

The CEO of a French-based advertising agency network led a series of high-profile acquisitions that created the world's 4th largest global communications company, after a failed strategic alliance taught him lessons about leadership and business relationships. View Details

Keywords: Mergers and Acquisitions; Leadership; Management Succession; Partners and Partnerships; Cooperation; Integration; France

February 2004
Case

The Making of Verizon

By: Rosabeth M. Kanter, Douglas A Raymond and Ryan Raffaelli

Through a series of mergers, Ivan Seidenberg, Verizon chairman and CEO, successfully shared the co-CEO title twice while building the largest telecom company in the United States. The strong and complementary cultures of the companies that Seidenberg and a key group of... View Details

Keywords: Mergers and Acquisitions; Change Management; Transition; Leading Change; Organizational Culture; Risk Management; Telecommunications Industry; United States