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    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
    • 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
    • Web

    Podcasts - Managing the Future of Work

    discuss the fast-casual chain’s digital strategy and how technology is changing the dining experience and restaurant work, from frontline to back office. Upwork’s Hayden Brown on bridging volatility with contingency 08 MAY 2025 | Managing... View Details
    • 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
    Related
    • 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
    • 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
    Keywords: Entrepreneurial Management; Entrepreneurial Ventures; Turkey; Big Data; Customer Focused Organization; Service Management; Continuous Improvement; Data Analysis; Internet; Growth Strategy; Technological Change; Information Systems; Entrepreneurship; Corporate Strategy; Analytics and Data Science; Analysis; Customer Focus and Relationships; Emerging Markets; Service Operations; Competitive Advantage; Performance Improvement; Internet and the Web; Growth and Development Strategy; Information Technology; Value Creation; Food and Beverage Industry; Turkey
    Related
    • 24 Mar 2022
    • Research & Ideas

    Rituals at Work: Teams That Play Together Stay Together

    lunch from a local restaurant (we cycle 5 restaurants per week with one restaurant per day). Since there are five of us, each one of us gets to pick a View Details
    Keywords: by Kristen Senz
    • 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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      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
      • 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
      Related
      • 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
      Related
      • Research Summary

      A major area of Professor Torfason's research is the behavior of individual social network structures. He studies the violation of norms – specifically the use of excessive force in conflict situations – within the empirical context of a large online... View Details

      • 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
      • 10 Apr 2012
      • First Look

      First Look: April 10

      Ariely Publication:Health Affairs 31 (February 2012) Abstract Policies that mandate calorie labeling in fast-food and chain restaurants have had little or no observable impact on calorie consumption to date. In three field experiments, we... View Details
      Keywords: Carmen Nobel

        Rosabeth M. Kanter

        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

        Keywords: restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant; restaurant
        • 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
        • 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
        • 28 Feb 2022
        • Research & Ideas

        How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

        indicate education levels. In their emails, the researchers asked the same question: “Do you have local restaurant recommendations?” "It wasn't just whether people responded to the requests that we sent; it’s that the quality of the... View Details
        Keywords: by Pamela Reynolds
        • 16 Apr 2013
        • First Look

        First Look: April 16

        613-080 Chef Davide Oldani and Ristorante D'O This case examines the unique business model of Ristorante D'O, a high end gourmand restaurant located near Milan, Italy. Founded by Chef, Davide Oldani, D'O offers meals at approximately... View Details
        Keywords: Sean Silverthorne