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  • March 1982 (Revised April 1989)
  • Background Note

Industrial Buyer Behavior

May be used as background material for courses in industrial marketing and industrial procurement. Surveys the economic, behavioral, and organizational influences that shape buying decision-making in corporations and other institutions. Also describes the kinds of... View Details
Keywords: Supply Chain; Marketing; Decision Making
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  • 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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  • January 2005 (Revised June 2005)
  • Case

Zipcar: Influencing Customer Behavior

By: Frances X. Frei and Hanna Rodriguez-Farrar
At Zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Customers are required to keep the car clean and the gas tank full and to return the car on time. Told from the perspective of two customers: Sal Fishman, who... View Details
Keywords: Information Technology; Governance Controls; Behavior; Service Delivery; Service Operations; Consumer Behavior; Leasing; Transportation Industry; Service Industry; United States
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  • 06 Jun 2016
  • Research & Ideas

Skills and Behaviors that Make Entrepreneurs Successful

able to subordinate a personal agenda to ensure the success of the business. Management of Operations. Measures skills and behaviors associated with the ability to successfully manage the ongoing operations... View Details
Keywords: by HBS Working Knowledge
  • Teaching Interest

Managing Service Operations - MBA Elective Curriculum

By: Ryan W. Buell

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details

Keywords: Service Delivery; Customer Satisfaction; Customer Loyalty; Quality; Employees; Service Models; Service Industry
  • Web

Behavioral Finance & Financial Stability

Financial Sector More Info The Impact of Pensions and Insurance on Global Yield Curves By: Robin Greenwood & Annette Vissing-Jorgensen JUN 2018 In this NBER working paper, researchers from the Behavioral Finance and Financial Stability... View Details
  • 2024
  • Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details
Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America
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  • January 2014
  • Other Article

The Answer is 9,142: Understanding the Influence of Disruption Risk on Inventory Decision Making

By: Mark Cotteleer, Maria Ibanez and Geri Gibbons
The question was how many units of inventory a manager should order when faced with a possible disruption in supply. The correct answer is not guesswork, but based on 150 years of theory and practice. We examine individual choices made in this critical situation—and... View Details
Keywords: Behavioral; Behavioral Operations; Inventory; Bias; Operations Management; Operations
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  • Forthcoming
  • Article

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry
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  • Teaching Interest

Harvard Business Analytics Program: Operations and Supply Chain Management

By: Dennis Campbell
Digital technologies and data analytics are radically changing the operating model of an organization and how it connects to its broader supply chain and ecosystem. This course emphasizes managing product availability, especially in a context of rapid product... View Details
  • September 2011
  • Article

The Labor Illusion: How Operational Transparency Increases Perceived Value

By: Ryan W. Buell and Michael I. Norton
A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
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  • 11 Mar 2015
  • News

How Self-Service Kiosks Are Changing Customer Behavior

  • 2024
  • Working Paper

Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno
Communication channels are often used to improve customer satisfaction and behavior. This paper studies how they can be used to enhance operational performance.
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details
Keywords: Customer Satisfaction; Consumer Behavior; Logistics; Communication
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  • Research Summary

Overview

My research uses a combination of lab experiments and empirical methods to understand how organizations can design their operations in order to inspire trust. View Details
Keywords: Behavioral Operations; Human-in-the-loop; Algorithm Transparency; Corporate Social Responsibility; Operations Management
  • Research Summary

Overview

By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
  • Web

Research - Behavioral Finance & Financial Stability

Info Reflexivity in Credit Markets By: Robin Greenwood , Samuel G. Hanson & Lawrence Jin APR 2019 Reflexivity is the idea that investors’ biased beliefs affect market outcomes, and that market outcomes in turn affect investors’ beliefs. The authors develop a View Details
  • Web

Technology & Operations Management Curriculum - Faculty & Research

Robert Huckman Spring 2026 Q3Q4 3.0 Doctoral Programs Faculty from the TOM unit work with students across several doctoral programs. Detailed curriculum information for each doctoral program associated with this unit can be found on the doctoral programs website: PhD... View Details
  • 12 Sep 2014
  • News

How Being Filmed Changes Employee Behavior

Keywords: employee management; social psychology; video surveillance
  • Web

Human Behavior & Decision-Making - Faculty & Research

Human Behavior & Decision-Making Human Behavior & Decision-Making 2014 Book The Power of Noticing: What the Best Leaders See By: Max Bazerman This book will examine the common failure to notice critical... View Details
  • 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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