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Publications

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  • January 2015 (Revised October 2015)
  • Case

Trouble at Tessei

By: Ethan Bernstein and Ryan W. Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
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  • 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
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  • Web

Technology & Operations Management Awards & Honors - Faculty & Research

Disintermediation: Evidence from an Online Freelance Marketplace with Grace Gu (HBS Working Paper 18-103). 2016 Ryan W. Buell : Received the 2016 Charles M. Williams Award for... View Details
  • Web

MBA Experience - Leadership

Corporate Governance & Boards of Directors Professor Jay W. Lorsch and Professor and Senior Associate Dean Lynn S. Paine Spring Leadership Execution & Action Planning Senior Lecturer David G. Fubini and Associate Professor View Details
  • Web

Online Business Courses & Certifications | HBS Online

Wheeler Master negotiation techniques to secure maximum value for yourself and your organization. 8 weeks, 4-5 hrs/week Pay by September 11 $1,850 Certificate New Transforming Customer Experiences Professor View Details
  • Web

Faculty - Creating Emerging Markets

Seema Aziz Syed Babar Ali Ratan Naval Tata Dr. Prathap C. Reddy Sir Fazle Hasan Abed Keshub Mahindra Adi Godrej Dr. Yusuf Hamied Suresh Krishna Hakeem I. Belo-Osagie Senior Lecturer of Business Administration Interviews Omobola Johnson Uche Orji Okechukwu (Okey)... 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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  • 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
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  • August 2016 (Revised January 2020)
  • Case

Breakfast at the Paramount

By: Ryan W. Buell
The Paramount is a 44-seat diner on Charles Street in the Beacon Hill neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch... View Details
Keywords: Food; Management Practices and Processes; Service Delivery; Service Industry; Food and Beverage Industry; Boston
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  • Jan 23 2017
  • Interview

Rethinking Service Design and Delivery

  • 27 Dec 2017
  • News

Why shoppers who switch queues wait the longest

  • Web

Online Leadership and Management Courses | HBS Online

Negotiation Mastery Professor Michael Wheeler Master negotiation techniques to secure maximum value for yourself and your organization. 8 weeks, 4-5 hrs/week Pay by September 11 $1,850 Certificate New Transforming Customer Experiences... View Details
  • 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
  • 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
  • December 2014 (Revised February 2020)
  • Case

Compass Group: The Ascension Health Decision

By: Ryan W. Buell
In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Strategy; Customer Focus and Relationships; Service Industry; Health Industry; United States
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  • Web

HBS - The year in Review

Class Day speaker Robert L. Ryan (MBA 1970). Reunions and commencements were also held for those in the Classes of 2020 and 2021, whose celebrations were virtual during the pandemic. Saturday saw receptions and reunion activities,... View Details
  • 19 Feb 2018
  • News

The Parts of Customer Service That Should Never Be Automated

  • 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 Paper published in the field of Operations Management from the Decision Sciences Institute for... View Details
  • 31 Mar 2015
  • News

Let's Be Real: Why Transparency in Business Should Be the Norm

  • 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