Filter Results:
(76)
Show Results For
- All HBS Web (76)
- Faculty Publications (20)
Show Results For
- All HBS Web (76)
- Faculty Publications (20)
- 19 Nov 2013
- First Look
First Look: November 19
http://ssrn.com/abstract=2350805 Surfacing the Submerged State with Operational Transparency in Government Services By: Buell, Ryan W., and Michael I. Norton Abstract—As Americans' trust in government nears... View Details
Keywords: Sean Silverthorne
- 09 Jan 2018
- First Look
First Look at New Research and Ideas, January 9, 2018
Aversion in Queues By: Buell, Ryan W. Abstract—This paper investigates whether people exhibit last place aversion in queues and its implications for their experiences and... View Details
Keywords: Sean Silverthorne
- Web
Placement - Doctoral
Johnson College of Business, Accounting Department Dissertation: Leveraging Culture in Management Control Systems: Evidence From the Field Advisors: Dennis Campbell (Chair), Susanna Gallani , Jonas Heese ,... View Details
- 05 Nov 2013
- First Look
First Look: November 5
value creation for shareholders overall. August 2013 Quarterly Journal of Economics Last-place Aversion: Evidence and Redistributive Implications By: Kuziemko, Ilyana, Ryan Buell, Taly Reich, and Michael... View Details
Keywords: Sean Silverthorne
- 11 Oct 2016
- First Look
October 11, 2016
firms’ institution-seeking behavior by documenting how they make strategic use of weaker institutions. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=51721 Surfacing the Submerged State: Operational Transparency... View Details
Keywords: Sean Silverthorne
- 23 Oct 2018
- First Look
New Research and Ideas, October 23, 2018
Bhavya, Ryan W. Buell, and Leslie K. John Abstract—Firms do not typically disclose information on their costs to produce a good to consumers. However, we provide evidence of... View Details
Keywords: Dina Gerdeman
- Web
Marketing - Doctoral
, Elizabeth Keenan , and Joachim Vosgerau Ximena Garcia-Rada, 2021 Texas A&M University, Mays Business School Advisors: Michael I. Norton (Chair), Leslie K. John , Ryan W. Buell , Rebecca Ratner , and John... View Details
- 17 Apr 2012
- First Look
First Look: April 17
initiatives through a holistic and strategic process of continuous CSR auditing, editing, and development. Download the paper: http://www.hbs.edu/research/pdf/12-088.pdf Cases & Course MaterialsAffinity Plus: Priorities and Performance Pressures View Details
Keywords: Carmen Nobel
- Web
Great American Business Leaders of the 20th Century - Leadership
Corporation, 1947–1962 Ronald W. Dollens Guidant Corporation, 1994–2004 James C. Donnell Ohio Oil Company, 1911–1927 Otto D. Donnell Ohio Oil Company, 1927–1948 Frederic G. Donner General Motors Corporation, 1958–1967 Georges F. Doriot... View Details
- October 2020 (Revised August 2022)
- Case
Union Square Hospitality Group: Hospitality Included
By: Peter Boumgarden, Ryan W. Buell, Lamar Pierce and Richard Ryffel
In 2015, Union Square Hospitality Group (USHG), helmed by famous restauranteur Danny Meyer, sent shockwaves through the restaurant industry by announcing the end of tipping in its restaurants. Under its new policy, Hospitality Included (HI), USHG would charge higher... View Details
Keywords: Restaurants; Tipping; Revenue Sharing; Service Operations; Policy; Change; Human Resources; Management; Food and Beverage Industry
Boumgarden, Peter, Ryan W. Buell, Lamar Pierce, and Richard Ryffel. "Union Square Hospitality Group: Hospitality Included." Harvard Business School Case 621-047, October 2020. (Revised August 2022.)
- Web
Accounting & Management Awards & Honors - Faculty & Research
Campbell : Won the Award for Excellence in Mentoring Doctoral Students from Harvard Business School in 2011. Dennis Campbell : Won the 2011 Stan Hardy Award for Outstanding... View Details
- 2023
- Working Paper
When Does Gamified Training Improve Performance? The Roles of Office and Leader Engagement
By: Ryan W. Buell, Wei Cai and Tatiana Sandino
Gamified training is a novel management control system in which companies use gamification
techniques to engage and motivate employees to learn. This study empirically examines the
performance consequences of gamified training using data from a natural field... View Details
Keywords: Gamified Training; Management Control Systems; Employee Engagement; Employees; Learning; Training; Motivation and Incentives; Performance
Buell, Ryan W., Wei Cai, and Tatiana Sandino. "When Does Gamified Training Improve Performance? The Roles of Office and Leader Engagement." Harvard Business School Working Paper, No. 19-101, March 2019. (Revised October 2023.)
- March 2021
- Article
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
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
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Management Science 67, no. 3 (March 2021): 1468–1488.
- 2019
- Working Paper
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
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
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
- 08 Nov 2021
- News
New Director Named for Mid-US Research Office
context.” Dadlani also will be instrumental in supporting student programming, working closely with Boston-based HBS staff, while at the same time strengthening relationships with alumni and building strong partnerships in the region. Professor View Details
- Web
Technology & Operations Management Awards & Honors - Faculty & Research
Illicit Quality” (Bennett, Pierce, Snyder, Toffel, HBS Working Paper No. 12–071, February 2012). 2011 Ryan W. Buell : Won the 2011 Stan Hardy Award for Outstanding Paper published in the field of Operations... View Details
- Fall 2016
- Article
How Do Customers Respond to Increased Service Quality Competition?
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide... View Details
Keywords: Service Quality Competition; Retail Banks; Empirical Operations; Retention; Service Operations; Quality; Competition; Banking Industry; United States
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "How Do Customers Respond to Increased Service Quality Competition?" Manufacturing & Service Operations Management 18, no. 4 (Fall 2016): 585–607.
- November 2016
- Supplement
Irregular Operations
This video shows a dispatcher responding to an irregular operations situation caused by weather at an East Coast airport. View Details
Keywords: Service; Service Excellence; Service Quality; Operating Systems; Operational Complexity; Operational Disruptions; Operational Efficiency; Operational Focus; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry
Buell, Ryan W., Willy C. Shih, and Michael W. Toffel. "Irregular Operations." Harvard Business School Multimedia/Video Supplement 617-705, November 2016.
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- June 2017
- Article
Creating Reciprocal Value Through Operational Transparency
By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay
We investigate whether organizations can create value by introducing visual transparency between consumers and producers. Although operational transparency has been shown to improve consumer perceptions of service value, existing theory posits that increased contact... View Details
Keywords: Operational Transparency; Service Management; Production Management; Organizational Performance; Behavioral Operations; Service Operations; Service Delivery; Consumer Behavior; Labor; Organizational Design; Operations; Service Industry; United States; Kenya
Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Creating Reciprocal Value Through Operational Transparency." Management Science 63, no. 6 (June 2017): 1673–1695.