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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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  • 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 Ryan View Details
Keywords: Sean Silverthorne
  • 2022
  • Working Paper

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; Customers; Emotions; Service Delivery; Interpersonal Communication; Customer Satisfaction; Trust
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  • December 2015
  • 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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  • 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
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  • July–August 2021
  • Article

Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government

By: Ryan W. Buell, Ethan Porter and Michael I. Norton
Problem definition: As trust in government reaches historic lows, frustration with government performance approaches record highs. Academic/practical relevance: We propose that in co-productive settings like government services, peoples’ trust and... View Details
Keywords: Government Services; Behavioral Operations; Operational Transparency; Government Administration; Service Operations; Programs; Perception; Attitudes; Behavior; Trust
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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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  • 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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  • 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
  • 14 Aug 2012
  • First Look

First Look: August 14

Southeast Asia and study the opportunities and challenges presented by the changing global market dynamics. Purchase this case:http://hbr.org/search/212026-PDF-ENG Keurig and Green Mountain Coffee Roasters Paul View Details
Keywords: Sean Silverthorne
  • 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
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  • 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
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  • 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. Buell... View Details
Keywords: Sean Silverthorne
  • 24 Sep 2013
  • First Look

First Look: September 24

  Publications August 2013 Financial Analysts Journal The Low Beta Anomaly: A Decomposition into Micro and Macro Effects By: Baker, Malcolm, Brendan Bradley, and Ryan Taliaferro Abstract—Low beta stocks have offered a combination of low... 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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  • 26 Mar 2019
  • First Look

New Research and Ideas, March 26, 2019

enrolled at centers with biometric monitoring are 25% less likely to interrupt their treatment than those at regular centers—an improvement driven by increased attendance and efforts by health workers and... View Details
Keywords: Dina Gerdeman
  • 08 Aug 2017
  • First Look

First Look at Research and Ideas, August 8, 2017

forthcoming Financial Analysts Journal Optimal Tilts: Combining Persistent Characteristic Portfolios By: Baker, Malcolm, Ryan Taliaferro, and Terry Burnham Abstract—We examine the optimal weighting of four tilts in U.S. equity markets... 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, and View Details
Keywords: Carmen Nobel
  • 2018
  • Article

Service Operations: What's Next?

By: Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi and Jie J. Zhang
The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel.... View Details
Keywords: Service Operations; Research; Collaborative Innovation and Invention
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  • 22 May 2012
  • First Look

First Look: May 22

capital market and regional development. Purchase this case:http://cb.hbsp.harvard.edu/cb/product/411081-PDF-ENG Carl Icahn and Clorox Jay W. Lorsch and Kathleen DuranteHarvard Business School Case 412-078 This case outlines the takeover... View Details
Keywords: Sean Silverthorne

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