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Publications

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  • All HBS Web  (70)
    • News  (11)
    • Research  (41)
  • Faculty Publications  (23)

Show Results For

  • All HBS Web  (70)
    • News  (11)
    • Research  (41)
  • Faculty Publications  (23)
← Page 2 of 70 Results →
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

identity-holders away from options they would have preferred in the absence of that appeal. Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact By: Shell, Michelle A., and View Details
Keywords: Sean Silverthorne
  • February 2021
  • Article

How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice

By: Ryan W. Buell and Basak Kalkanci
Amid growing calls for transparency and social and environmental responsibility, companies are employing different strategies to improve consumer perceptions of their brands. Some pursue internal initiatives that reduce their negative social or environmental impacts... View Details
Keywords: Sustainable Operations; Corporate Social Responsibility; Operational Transparency; Corporate Social Responsibility and Impact; Operations; Environmental Sustainability; Consumer Behavior; Perception
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Buell, Ryan W., and Basak Kalkanci. "How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice." Management Science 67, no. 2 (February 2021): 932–950.
  • 19 Nov 2013
  • First Look

First Look: November 19

paper analyzes the effect of a woman's electoral victory on women's subsequent political participation. Using the regression discontinuity afforded by close elections between women and men in India's state... View Details
Keywords: Sean Silverthorne
  • March–April 2019
  • Article

Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees

By: Ryan W. Buell
Conventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the... View Details
Keywords: Operational Transparency; Customers; Services; Operations; Customer Focus and Relationships; Employees; Customer Satisfaction; Behavior; Service Industry
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Buell, Ryan W. "Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees." R1902H. Harvard Business Review 97, no. 4 (March–April 2019): 102–113.
  • 03 May 2011
  • First Look

First Look: May 3

next-generation product. Read the article: http://hbr.org/2011/05/the-best-way-to-name-your-product-20/ar/1 Think Customers Hate Waiting? Not So Fast... Authors:Ryan W. Buell View Details
Keywords: Sean Silverthorne
  • 16 Mar 2020
  • Research & Ideas

How the Coronavirus Is Already Rewriting the Future of Business

clear instructions about what they can do, and designing transparency into why their partnership will make a positive difference for everyone involved, business leaders can improve interactions among their customers View Details
Keywords: by Dina Gerdeman
  • Web

What We Learned in Three Charts: Innovation, Tariffs, and Gig Work | Working Knowledge

Strategy and Innovation What We Learned in Three Charts: Innovation, Tariffs, and Gig Work Featuring Prithwiraj Choudhury , Alberto F. Cavallo , Ryan View Details
  • 19 Aug 2013
  • Research & Ideas

Studying How Income Inequality Shapes Behavior

avoid tumbling down any further. They call the behavior "last-place aversion." To test this theory in the lab, the pair teamed up with HBS Assistant Professor Ryan W. View Details
Keywords: by Michael Blanding
  • Web

Technology & Operations Management - Doctoral

Epstein, 2025 Yale University, Post-Doctoral Fellow Advisors: Antonio Moreno (Chair), Ryan W. Buell , and Santiago Gallino Daniel Yue, 2024... View Details
  • October 2014 (Revised January 2016)
  • Case

IDEO: Human-Centered Service Design

By: Ryan W. Buell and Andrew Otazo
The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details
Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru
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Buell, Ryan W., and Andrew Otazo. "IDEO: Human-Centered Service Design." Harvard Business School Case 615-022, October 2014. (Revised January 2016.)
  • Web

Placement - Doctoral

Chung , Sunil Gupta , and Elie Ofek 2021 Ximena Garcia-Rada Marketing, 2021 Placement: Texas A&M University, Mays Business School Dissertation: Consumer Behavior in Close Relationships Advisors: Michael I. Norton (Chair), Leslie K. John ,... View Details
  • 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.... View Details
  • July 2023 (Revised April 2025)
  • Case

'Bugs' Burger Bug Killers

By: Ryan W. Buell and William Fulmer
In the height of its success, Bugs Burger Bug Killers (BBBK; Burger has a soft 'g' - it rhymes with merger) was the largest independent extermination company in America, growing at more than 20% per year. BBBK built its business on the promise of pest eradication,... View Details
Keywords: Mission and Purpose; Business Growth and Maturation; Business Model; Service Industry
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Buell, Ryan W., and William Fulmer. "'Bugs' Burger Bug Killers." Harvard Business School Case 624-004, July 2023. (Revised April 2025.)
  • September 2020 (Revised February 2021)
  • Case

Zameer Kassam Fine Jewelry: Engaging Clients

By: Ryan W. Buell and Amy Klopfenstein
Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by... View Details
Keywords: Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry
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Buell, Ryan W., and Amy Klopfenstein. "Zameer Kassam Fine Jewelry: Engaging Clients." Harvard Business School Case 621-043, September 2020. (Revised February 2021.)
  • 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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Buell, Ryan W., and Michael I. Norton. "The Labor Illusion: How Operational Transparency Increases Perceived Value." Management Science 57, no. 9 (September 2011): 1564–1579.
  • Web

Strategy - Faculty & Research

Howard H. Stevenson Marco E. Tabellini Jo Tango David A. Thomas Monique Burns Thompson Emily Truelove Martin Wattenberg Andy Wu David B. Yoffie Gerald Zaltman Shunyuan Zhang Livia Alfonsi Bharat N. Anand Lynda M. Applegate Eva Ascarza Malcolm P. Baker David E. Bell... View Details
  • Web

Student Research - Doctoral

period 2014-2020, we... 2025 Working Paper The Hidden Costs of Flexible Labor Models: How Working Multiple Jobs Affects Employees By: Paige Tsai and Ryan W. View Details
  • Article

Elevate Employees, Don't Eliminate Them

By: Ryan W. Buell
The last major global shock—the 2008 recession—led to what economists call a “jobless recovery” as companies found they could get by with fewer employees. But post-pandemic, the author writes, managers should focus on changing employees’ roles instead. He has five key... View Details
Keywords: Employee Relationship Management; Customer Relationship Management; Interpersonal Communication; Value Creation
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Buell, Ryan W. "Elevate Employees, Don't Eliminate Them." Harvard Business Review 99, no. 5 (September–October 2021): 55–59.
  • May 2017
  • Article

Experimental Evidence of Pooling Outcomes Under Information Asymmetry

By: William Schmidt and Ryan W. Buell
Operational decisions under information asymmetry can signal a firm's prospects to less-informed parties, such as investors, customers, competitors, and regulators. Consequently, managers in these settings often face a tradeoff between making an optimal decision and... View Details
Keywords: Behavioral Decision Research; Information Asymmetry; Signaling; Decision Choices and Conditions; Alignment
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Schmidt, William, and Ryan W. Buell. "Experimental Evidence of Pooling Outcomes Under Information Asymmetry." Management Science 63, no. 5 (May 2017): 1586–1605.
  • Web

Alumni - Global

Organizing the Greek diaspora to help rebuild the country—and create the conditions to bring its citizens home again Re: Afroditi Xydi (MBA 2022); Kyriakos Mitsotakis (MBA 1995); Andreas Stavropoulos (MBA 1997); Antonis Samaras (MBA 1976); By: Jen McFarland Flint;... View Details
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