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  • 19 Jul 2011
  • First Look

First Look: July 19

claims about the benefits of broader operational scope. The performance benefits of focus are typically attributed to reduced complexity, lower uncertainty, and the development of specialized expertise, while the benefits of greater breadth are linked to the economies... View Details
Keywords: Sean Silverthorne
  • 15 May 2012
  • First Look

First Look: May 15

the market by setting the welfare-maximizing level of trade when the difference in the degree of asymmetric information between buyers and sellers is significant. However, if this difference is below a certain threshold, then even the... View Details
Keywords: Carmen Nobel
  • 21 Nov 2017
  • First Look

First Look at New Research and Ideas, November 21, 2017

chain that generalizes Antràs and Chor (2013). To assess the evidence, we construct firm-level measures of the upstreamness of integrated and non-integrated inputs by combining information on the production activities of firms operating... 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
  • 05 Mar 2019
  • First Look

New Research and Ideas, March 5, 2019

which is hard to explain by the traditional leverage tradeoff with financial distress that emphasizes downside risk. The results are robust to a variety of specification choices and control variables. Publisher's link:... View Details
Keywords: Dina Gerdeman
  • 05 Nov 2013
  • First Look

First Look: November 5

role of firms as facilitators of globalization during the nineteenth century and more recently and as preservers of it when governments sought to close it down in the interwar years. However the ability of firms to shape the world was always constrained, especially... View Details
Keywords: Sean Silverthorne
  • Web

Placement - Doctoral

Management Advisors: Doug 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
  • Web

Organizational Behavior - Doctoral

Jillian J. Jordan Rakesh Khurana Shirley Lu Joshua D. Margolis Edward McFowland III Kathleen L. McGinn Tsedal Neeley Michael I. Norton Leslie A. Perlow Jeffrey T. Polzer Ryan L. Raffaelli Lakshmi Ramarajan James View Details
  • 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 when and why doing so can... View Details
Keywords: Dina Gerdeman
  • 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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  • 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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  • Web

Technology & Operations Management Faculty - Faculty & Research

Management Iavor I. Bojinov Assistant Professor of Business Administration Richard Hodgson Fellow Ryan W. Buell C. D. Spangler Professor of Business Administration Amitabh... View Details
  • 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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  • 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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  • 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
Related
  • Web

Stories

Magazine Editor’s Letter 01 Jun 2025 HBS Magazine Forum Re: John Dixon (MBA 1982); Ryan O'Hara (MBA 1997); Michael Horn (MBA 2006); Elizabeth Hauser (MBA 2020); Andrew Matheson (MBA 1993); Daniella Bertolotti (MBA 2024); Bob Williams (MBA... View Details
  • Web

Live from Klarman Hall - Alumni

provide transparency in economic debates, helping businesses, policymakers, and the public navigate a landscape where economic narratives are often shaped by political agendas. Taking Bold Bets: Leadership and Challenges of Reinvention... View Details
  • Web

Harvard Business School Online Courses & Learning Platforms

Bussgang Gain proven frameworks to build a viable, valuable tech venture that can profitably scale and attract venture capital. $1,850 Certificate Featured Courses New Transforming Customer Experiences Professor Ryan View Details
  • Web

Student Research - Doctoral

period 2014-2020, we... 2025 Working Paper The Hidden Costs of Working Multiple Jobs: Implications for Spending Behavior and Wellbeing By: Paige Tsai and Ryan W. Buell Problem... View Details