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Publications

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  • March 2018
  • Supplement

Improving Access at VA

By: Ryan W. Buell and Robert S. Huckman
In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans... View Details
Keywords: Service Operations; Service Delivery; Social Issues; Health Care and Treatment; Government Administration; Performance Improvement; Public Administration Industry; Health Industry; United States
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  • 22 Sep 2023
  • News

Skydeck Voices: The Most Important Person I Met at HBS

Photo provided by Harvard University Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Who was the most important person you met at HBS? And why? This is Dan Morrell, host of Skydeck, and when my colleagues set up on Spangler Lawn during Spring Reunions... View Details
  • August 2024
  • Case

Scaling Seven Starling

By: Ryan W. Buell and Carin-Isabel Knoop
Seven Starling, a maternal mental health startup, is scaling its digital clinic model. Seven Starling addresses perinatal mental health challenges by providing licensed therapists, peer support, and medication to mothers across five states, with a hybrid care model... View Details
Keywords: Business Model; Business Startups; Health Care and Treatment; Growth and Development Strategy; Mission and Purpose; Health Industry
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  • 01 Jun 2018
  • News

Research Brief: Lessons from Last Place

Ryan Buell (photo by Russ Campbell) Ryan Buell (photo by Russ Campbell) We all wait... View Details
Keywords: Jennifer Myers
  • 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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  • Web

Accounting & Management Awards & Honors - Faculty & Research

School in 2011. Dennis Campbell : Won the 2011 Stan Hardy Award for Outstanding Paper published in the field of Operations Management from the Decision Sciences Institute for his paper with Ryan W. 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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  • May 2021
  • Simulation

Customer Compatibility Exercise Application

By: Ryan W. Buell
Customers impose considerable variability on the operating systems of service organizations. They show up when they wish (arrival variability), they ask for different things (request variability), they vary in their willingness and ability to help themselves (effort... View Details
Keywords: Customer Compatibility; Customer Relationship Management; Strategy; Service Operations; Service Delivery; Performance Efficiency; Analysis; Consumer Behavior; Analytics and Data Science
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  • March 2018 (Revised February 2020)
  • Teaching Note

Improving Access at VA

By: Ryan W. Buell and Robert S. Huckman
In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans... View Details
Keywords: Service Operations; Service Delivery; Social Issues; Health Care and Treatment; Government Administration; Performance Improvement; Public Administration Industry; Health Industry; United States
Related
  • 05 Aug 2014
  • First Look

First Look: August 5

working paper: http://ssrn.com/abstract=2470523 Decision Making Under Information Asymmetry: Experimental Evidence on Belief Refinements By: Schmidt, William, and Ryan W. View Details
Keywords: Sean Silverthorne
  • 01 Dec 2015
  • First Look

December 1, 2015

will have an important future impact on our understanding of consumer psychology. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=50106 forthcoming Management Science Experimental Evidence of Pooling Outcomes Under Information Asymmetry By: Schmidt,... View Details
Keywords: Sean Silverthorne
  • 28 Jul 2015
  • First Look

First Look: July 28, 2015

strategic management and to the literature on information disclosure. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=40289 Experimental Evidence on Decision Making Under Information Asymmetry By: Schmidt, William,... View Details
Keywords: Carmen Nobel
  • 17 Dec 2015
  • News

Conducting Research That Influences Practice

coauthor, Professor Ryan Buell (MBA 2007, DBA 2012), have done will impact not only restaurants, but the service industry overall,” says John Korn, executive director of Doctoral Programs at HBS. “The... View Details
  • Web

Working Knowledge | Harvard Business School

Working Knowledge Career and Workplace The True Costs of Gig Work People with multiple jobs spend more cautiously than typical full-time employees, says research by Paige Tsai View Details
  • Web

The True Costs of Gig Work | Working Knowledge

Career and Workplace The True Costs of Gig Work Featuring Ryan W. Buell and Paige Tsai . View Details
  • Web

2022 Reunion Presentations - Alumni

architecture in their own organizations. Slides Improving Performance with Operational Transparency Professor Ryan W. Buell (MBA 2007, DBA 2012) + More Info – Less Info... View Details
  • 12 Apr 2016
  • First Look

April 12, 2016

April 2016 Harvard Business Review Can You Cut 'Turn Times' Without Adding Staff? By: Bernstein, Ethan, and Ryan W. Buell Abstract—The president... View Details
Keywords: Sean Silverthorne
  • 03 Nov 2015
  • First Look

November 3, 2015

difference-in-differences, matching estimations, and regression discontinuity designs. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=50014 Experimental Evidence of Pooling Outcomes Under Information Asymmetry By:... View Details
Keywords: Sean Silverthorne
  • 01 Sep 2015
  • News

The Protagonist Goes Prime Time

client. Buell accesses a second online interface during class with images, slides, and an additional 3 videos, segueing seamlessly between Lima, the Bay Area, and Allston. “We... View Details
Keywords: April White
  • 21 Nov 2024
  • News

Mother Nurture

Julia Cole, Tina Keshani, and Sophia Richter (Illustration by Gisela Goppel) When Tina Keshani (MBA 2020), Julia Cole (MBA 2020), and Sophia Richter (MBA 2020) met at Startup Boot Camp in their first year at HBS, they quickly discovered they shared a vision to create a... View Details
Keywords: Margie Kelley