Restaurants - Publications - Faculty & Research

Ryan W. Buell

Ryan W. Buell is a Professor of Business Administration in the Technology and Operations Management Unit at Harvard Business School. He teaches View Details

Keywords: restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant

September 2023 (Revised January 2024)
Case

AB InBev: Brewing Up Forecasts during COVID-19

By: Mark Egan, C. Fritz Foley, Esel Cekin and Emilie Billaud

In July 2021, the CEO of AB InBev's European operations and his team strategized to position the company for success post-pandemic. As the world's largest beer company, boasting over 500 brands, revenue of $46 billion, and a workforce of 160,000 in 2020, AB InBev... View Details

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September 2020
Case

Chip and Joanna Gaines' Magnolia Network

By: Anita Elberse and Julia McNicholas

Chip and Joanna Gaines, who have shot to fame as stars of the hit television show Fixer Upper, are preparing to launch their own television network. It is April 2019, a year since the home-renovation show Fixer Upper’s fifth season on cable channel HGTV ended, and more... View Details

Keywords: Entertainment; Television; Superstars; Innovation; Creative Industries; Talent; General Management; Celebrities; Television Entertainment; Entrepreneurship; Joint Ventures; Innovation and Invention; Marketing; Strategy; Entertainment and Recreation Industry; Media and Broadcasting Industry

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Strategy - Faculty & Research

often hindered by low participation rates and insufficient worker engagement. This study uses data from three firms–a car manufacturer, a quick-service restaurant chain, and a retail company–to show that variation in training... View Details

2019
Working Paper

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei

This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details

Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Retail Industry

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17 Feb 2020
Sharpening Your Skills

How Entrepreneurs Can Find the Right Problem to Solve

the role that your product might fill in the future. If you were coming up with a new restaurant reservation system, this may involve a phone conversation with the party needing a reservation and having you do the actual booking for them,... View Details

Keywords: by Julia Austin

16 Jan 2006
Research & Ideas

What Customers Want from Your Products

researcher then spent a long day in a restaurant seeking to understand the jobs that customers were trying to get done when they hired a milk shake. He chronicled when each milk shake was bought, what other products the customers... View Details

Keywords: by Clayton M. Christensen, Scott Cook & Taddy Hall; Consumer Products

22 Nov 2016
First Look

November 22, 2016

neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch down the street. The case focuses on the... View Details

Keywords: Sean Silverthorne

Dennis Campbell

Dennis W. Campbell is currently the Dwight P. Robinson Jr. Professor of Business Administration at Harvard Business School. His research and teaching activities focus broadly on how management control systems can be designed to balance short-term strategy execution... View Details

Keywords: restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant

2023
Working Paper

Rapport in Organizations: Evidence from Fast Food

By: Achyuta Adhvaryu, Parker Howell, Anant Nyshadham and Jorge Tamayo

Common identity often provides a foundation for workplace rapport. Though gender is perhaps the most frequently studied dimension of identity among workers, little is known about how gender match between managers and their workers might affect team performance. Using... View Details

Keywords: Management; Relationships; Gender; Labor and Management Relations; Organizational Change and Adaptation; Employees; Food and Beverage Industry; Colombia

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December 2019
Case

Noiler

By: José B. Alvarez and Natalie Kindred

In 2019, Nigerian entrepreneur Dr. Ayoola (Ayo) Oduntan is accelerating distribution of Noiler, a genetically optimized breed of poultry, to smallholder farmers across Nigeria. The bird was bred to be productive as a source of both meat and eggs and to thrive in the... View Details

Keywords: Social Enterprise; Animal-Based Agribusiness; Poverty; Health; Growth and Development Strategy; Nigeria

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Rosabeth Moss Kanter holds the Ernest L. Arbuckle Professorship at Harvard Business School, specializing in strategy, innovation, and leadership for change. Her strategic and practical insights guide leaders worldwide through teaching, writing, and direct... View Details

February 2017
Case

Yemeksepeti: Growing and Expanding the Business Model through Data

By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu

In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin... View Details

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March 2021
Article

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei

This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details

Keywords: Customer Compatibility; Satisfaction; Profitability; Service Operations; Customer Relationship Management; Customer Satisfaction; Performance

26 Jun 2023
Research & Ideas

Want to Leave a Lasting Impression on Customers? Don't Forget the (Proverbial) Fireworks

example, at the Japanese restaurant chain Santouka Ramen, servers greet guests with a chorus of welcomes in both English and Japanese upon entering, setting the stage for an enjoyable dinner. “The first time someone experiences that, it... View Details

Keywords: by Michael Blanding; Entertainment & Recreation

28 Jan 2019
Research & Ideas

Forget Cash. Here Are Better Ways to Motivate Employees

creating peer-to-peer recognition programs in which employees are provided monthly reward points that they can give away to colleagues for work-related wins. Employees who earn a certain number of points can redeem them for various perks, such as a View Details

Keywords: by Dina Gerdeman

Web

HBS - The year in Review

dining services suppliers, the long-standing contract with Restaurant Associates (RA) was extended. Restaurant Associates’ approach to service and hospitality, including the culture of hospitality,... View Details

16 Nov 2016
Research & Ideas

Turning One Thousand Customers into One Million

customers in a particular locale. Analyzing their successes, they distilled the factors down to a few, among them density of restaurants and nightlife, destination for holidays and events, availability of strong sports franchises, and... View Details

Keywords: by Thales S. Teixeira and Michael Blanding; Retail; Transportation; Accommodations

2017
Working Paper

Creating the Market for Organic Wine: Sulfites, Certification, and Green Values

By: Geoffrey Jones and Emily Grandjean

This working paper examines the history of organic wine, which provides a case study of failed category creation. The modern organic wine industry emerged during the 1970s in the United States and Western Europe, but it struggled to gain traction compared to other... View Details

Keywords: Product Launch; Failure; Problems and Challenges; Complexity; Governing Rules, Regulations, and Reforms; Agriculture and Agribusiness Industry; Food and Beverage Industry

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10 Jan 2024
Research & Ideas

Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

percent or less for bad service. That was the expectation up until COVID.” However, “post-COVID,” as businesses came back from pandemic-induced lockdowns, consumer behavior shifted. “Consumers started to realize the value of waitstaff when the View Details

Keywords: by Anna Lamb, Harvard Gazette

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Ryan W. Buell

AB InBev: Brewing Up Forecasts during COVID-19

Chip and Joanna Gaines' Magnolia Network

Strategy - Faculty & Research

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

How Entrepreneurs Can Find the Right Problem to Solve

What Customers Want from Your Products

November 22, 2016

Dennis Campbell

Rapport in Organizations: Evidence from Fast Food

Noiler

Rosabeth M. Kanter

Yemeksepeti: Growing and Expanding the Business Model through Data

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

Want to Leave a Lasting Impression on Customers? Don't Forget the (Proverbial) Fireworks

Forget Cash. Here Are Better Ways to Motivate Employees

HBS - The year in Review

Turning One Thousand Customers into One Million

Creating the Market for Organic Wine: Sulfites, Certification, and Green Values

Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?