Filter Results:
(226)
Show Results For
- All HBS Web
(226)
- News (34)
- Research (138)
- Multimedia (3)
- Faculty Publications (92)
Show Results For
- All HBS Web
(226)
- News (34)
- Research (138)
- Multimedia (3)
- Faculty Publications (92)
- Web
Harvard Business School Online Courses & Learning Platforms
Transforming Customer Experiences Professor Ryan Buell Gain a systematic approach for delivering standout services and experiences that provide a competitive edge and build customer loyalty. 4 weeks, 5-6... View Details
- 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
Bernstein, Ethan, and Ryan W. Buell. "Trouble at Tessei." Harvard Business School Case 615-044, January 2015. (Revised October 2015.)
- 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
Boumgarden, Peter, Ryan W. Buell, Lamar Pierce, and Richard Ryffel. "Union Square Hospitality Group: Hospitality Included." Harvard Business School Case 621-047, October 2020. (Revised August 2022.)
- 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
Technology & Operations Management Awards & Honors - Faculty & Research
Technology & Operations Management Overview Faculty Curriculum Seminars & Conferences Awards & Honors Doctoral Students 2025 Himabindu Lakkaraju : Recipient of a 2025 Sloan Research Fellowship in Computer Science. 2024 Ryan View Details
- Web
Online Business Courses & Certifications | HBS Online
hrs/week Enroll by April 10 $1,850 Certificate New Transforming Customer Experiences Professor Ryan Buell Gain a systematic approach for delivering standout services and... View Details
- Web
Faculty - Creating Emerging Markets
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) Enelamah Ryan... View Details
- 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
Buell, Ryan W. "Breakfast at the Paramount." Harvard Business School Case 617-011, August 2016. (Revised January 2020.)
- Jan 23 2017
- Interview
Rethinking Service Design and Delivery
- 27 Dec 2017
- News
Why shoppers who switch queues wait the longest
- 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
Buell, Ryan W. "Elevate Employees, Don't Eliminate Them." Harvard Business Review 99, no. 5 (September–October 2021): 55–59.
- 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
Buell, Ryan W., Wei Cai, and Tatiana Sandino. "When Does Gamified Training Improve Performance? The Roles of Office and Leader Engagement." Harvard Business School Working Paper, No. 19-101, March 2019. (Revised October 2023.)
- Web
Faculty & Research - Leadership
Juan Alcacer and Manuel Franck Ualá, a fintech startup founded in Argentina in 2017 by Pierpaolo Barbieri, aimed to increase financial inclusion in Latin America through a digital platform linked to a prepaid card. After rapid success in... View Details
- 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 Enroll by April 10 $1,850 Certificate New Transforming Customer Experiences... View Details
- 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
- 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
- 31 Mar 2015
- News
Let's Be Real: Why Transparency in Business Should Be the Norm
- Web
Alumni - Global
Xydi (MBA 2022); Kyriakos Mitsotakis (MBA 1995); Andreas Stavropoulos (MBA 1997); Antonis Samaras (MBA 1976); By: Jen McFarland Flint; illustration by Pete Ryan 11 Mar 2024 Skydeck In Harmony Born in Korea,... 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
Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Case 615-026, December 2014. (Revised February 2020.)