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  • All HBS Web  (641)
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    • News  (220)
    • Research  (297)
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Show Results For

  • All HBS Web  (641)
    • People  (1)
    • News  (220)
    • Research  (297)
    • Events  (1)
    • Multimedia  (28)
  • Faculty Publications  (196)
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  • 20 Aug 2020
  • Working Paper Summaries

Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments

Keywords: by Ryan W. Buell, Kamalini Ramdas, and Nazlı Sönmez; Health
  • 15 May 2017
  • Working Paper Summaries

Flexing the Frame: TMT Framing and the Adoption of Non-Incremental Innovations in Incumbent Firms

Keywords: by Ryan Raffaelli, Mary Ann Glynn, and Michael Tushman
  • 07 Oct 2014
  • Working Paper Summaries

Lifting the Veil: The Benefits of Cost Transparency

Keywords: by Bhavya Mohan, Ryan W. Buell & Leslie K. John; Retail
  • 08 Oct 2018
  • Working Paper Summaries

Developing Theory Using Machine Learning Methods

Keywords: by Prithwiraj Choudhury, Ryan Allen, and Michael G. Endres
  • 03 Apr 2019
  • Working Paper Summaries

Learning or Playing? The Effect of Gamified Training on Performance

Keywords: by Ryan W. Buell, Wei Cai, and Tatiana Sandino
  • 16 Sep 2014
  • Research & Ideas

Has Apple Reinvented the Watch?

technologies, industries, and organizations. He has also conducted extensive research on the watch industry. Raffaelli weighs in below on everything from battery life to the Apple Watch's implications for the health care industry. Read an... View Details
Keywords: Re: Ryan L. Raffaelli; Electronics; Retail; Health
  • 05 Jul 2023
  • HBS Case

What Kind of Leader Are You? How Three Action Orientations Can Help You Meet the Moment

data-driven changes to address the potential for losing millions should the school have to close. This required a different orientation and set of leadership skills. Not all leaders catch the cues. A case by Professors Das Narayandas,... View Details
Keywords: by Ben Rand
  • 27 Feb 2024
  • Research & Ideas

Why Companies Should Share Their DEI Data (Even When It’s Unflattering)

workforce is, says a recent paper by Harvard Business School researchers. Even when a company’s numbers aren’t ideal, their transparency sends the message that they’re trying to change, the HBS authors write. “There’s definitely a... View Details
Keywords: by Shalene Gupta
  • 12 Feb 2018
  • Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

Nobody likes being last. We avoid picking the cheapest wine on the menu or the final donut in the box. “And we hate being picked last in gym class,” says Harvard Business School professor Ryan Buell. “Humans are very social creatures, and... View Details
Keywords: by Michael Blanding; Retail; Service
  • 27 Apr 2016
  • Research & Ideas

How the FBI Reinvented Itself After 9/11

Investigation," co-written by HBS colleagues Ranjay Gulati, the Jaime and Josefina Chua Tiampo Professor of Business Administration and head of the Organizational Behavior unit; Ryan L. Raffaelli, an... View Details
Keywords: by Carmen Nobel
  • 07 Sep 2017
  • Cold Call Podcast

Faber-Castell Doubles Down on the Pencil

Keywords: Re: Ryan L. Raffaelli; Information Technology; Manufacturing
  • 13 Jan 2014
  • Research & Ideas

How Government Can Restore the Faith of Citizens

Henry David Thoreau once said, "That government is best that governs least." Easy for him to say. Stuck out by himself at Walden Pond, he never had to deal with potholes on his morning commute or broken streetlights at night. It... View Details
Keywords: by Michael Blanding
  • 15 Dec 2014
  • Research & Ideas

Deconstructing the Price Tag

consumers tend to value the product more." Mohan is an author of the paper Lifting the Veil: The Benefits of Cost Transparency, written with HBS assistant professors Ryan W. Buell and Leslie K. John. Intimate Disclosure Since cost... View Details
Keywords: by Dina Gerdeman; Retail
  • 21 Jan 2020
  • Research & Ideas

Lessons for Retailers from the Rebirth of Indie Bookstores

retailers, Raffaelli says. By leveraging community ties, local businesses can appeal to consumers’ desire for authenticity and connection in the internet age. “In today’s digital world, consumers are turning... View Details
Keywords: by Michael Blanding; Entertainment & Recreation
  • 30 Jan 2020
  • Research & Ideas

The Upside of Highlighting a Product's Downsides

their products and downplay risks, fearing that any negative sentiment might hurt demand. But research led by Ryan W. Buell, a professor in the HBS Technology and Operations Management Unit, and doctoral... View Details
Keywords: by Danielle Kost
  • 15 Apr 2019
  • Research & Ideas

Infographic: Can I Please Speak to an Actual Person?

Based on the Working Paper, Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact (pdf) by Michelle A. Shell and Ryan W. Buell.  Shell is a doctoral student at Harvard Business School, and Buell is the UPS... View Details
Keywords: by Katherine Vizcardo and Danielle Kost; Service
  • 11 May 2016
  • Research & Ideas

Fix This! Why is it so Painful to Buy a New Car?

Harvard Business School have as much pain shopping for a new car as the rest of us. For Jill Avery, a senior lecturer in the Marketing Unit, one experience included being ignored by a salesman, who turned repeatedly to her husband to talk... View Details
Keywords: by Sean Silverthorne; Auto
  • Article

Frame Flexibility: The Role of Cognitive and Emotional Framing in Innovation Adoption by Incumbent Firms

By: Ryan Raffaelli, Mary Ann Glynn and Michael Tushman
Why do incumbent firms frequently reject nonincremental innovations? Beyond technical, structural, or economic factors, we propose an additional factor: the degree of the top management team's (TMT) frame flexibility, i.e., their capability to cognitively expand an... View Details
Keywords: Innovation Adoption; Cognition; Framing; Emotional Resonance; Incumbent Inertia; Innovation and Invention; Technology Adoption; Organizational Change and Adaptation; Change Management
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Raffaelli, Ryan, Mary Ann Glynn, and Michael Tushman. "Frame Flexibility: The Role of Cognitive and Emotional Framing in Innovation Adoption by Incumbent Firms." Strategic Management Journal 40, no. 7 (July 2019): 1013–1039.
  • 16 May 2011
  • Research & Ideas

What Loyalty? High-End Customers are First to Flee

How Do Incumbents Fare in the Face of Increased Service Competition?, Campbell, fellow HBS professor Frances X. Frei and doctoral student Ryan W. Buell explore this dance between service levels, customer loyalty, and competitive strategy.... View Details
Keywords: by Julia Hanna
  • 05 Dec 2023
  • Research & Ideas

Lessons in Decision-Making: Confident People Aren't Always Correct (Except When They Are)

the right people are confident, suggests recent research by Thomas Graeber, assistant professor at Harvard Business School. His work tested the effects of meta-cognition—essentially, whether more skilled people are also more confident... View Details
Keywords: by Kara Baskin
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