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All HBS Web
(220)
- News (32)
- Research (136)
- Multimedia (3)
- Faculty Publications (88)
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- March 2017
- 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...
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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 Multimedia/Video Case 617-702, March 2017.
- March 2016
- Supplement
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...
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Keywords:
Operations Strategy;
Sectorization;
Operational Focus;
Customer Compatibility;
Service Operations;
Service Delivery;
Operations;
Customer Focus and Relationships;
Service Industry;
Health Industry;
United States
Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Multimedia/Video Supplement 616-705, March 2016.
- Teaching Interest
Technology and Operations - MBA Required Curriculum
By: Ryan W. Buell
This course enables students to develop the skills and concepts needed to ensure the ongoing contribution of a firm's operations to its competitive position. It helps them to understand the complex processes underlying the development and manufacture of products as... View Details
- February 2020
- Module Note
Transforming Customer Engagement in Service Operations
By: Ryan W. Buell
Buell, Ryan W. "Transforming Customer Engagement in Service Operations." Harvard Business School Module Note 620-089, February 2020.
- April 2018
- Supplement
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
- December 2015 (Revised October 2018)
- Exercise
Customer Compatibility Exercise
By: Ryan W. Buell
Buell, Ryan W. "Customer Compatibility Exercise." Harvard Business School Exercise 616-043, December 2015. (Revised October 2018.)
- 04 Jun 2013
- First Look
First Look: June 4
Emotional Benefits of Prosocial Spending By: Aknin, Lara B., Elizabeth W. Dunn, Ashley V. Whillans, Adam M. Grant, and Michael I. Norton Abstract—When does giving lead to happiness? Here, we present two studies demonstrating that the...
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Keywords:
Sean Silverthorne
- Fall 2016
- Article
How Do Customers Respond to Increased Service Quality Competition?
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide...
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Keywords:
Service Quality Competition;
Retail Banks;
Empirical Operations;
Retention;
Service Operations;
Quality;
Competition;
Banking Industry;
United States
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "How Do Customers Respond to Increased Service Quality Competition?" Manufacturing & Service Operations Management 18, no. 4 (Fall 2016): 585–607.
- 12 Feb 2019
- First Look
New Research and Ideas, February 12, 2019
forthcoming World Happiness Report Happiness and Prosocial Behavior: An Evaluation of the Evidence By: Aknin, Lara B., A.V. Whillans, Michael I. Norton, and Elizabeth W. Dunn Abstract— Humans are an extremely prosocial species. Compared...
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Keywords:
Dina Gerdeman
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical...
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Keywords:
Service Delivery;
Information Technology;
Customer Satisfaction;
Competition;
Cost;
Banks and Banking;
Behavior;
Market Transactions;
Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- 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 of RSA Ground, the subsidiary...
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Keywords:
Sean Silverthorne
- 05 Apr 2011
- First Look
First Look: April 5
PublicationsThe Labor Illusion: How Operational Transparency Increases Perceived Value Authors:Ryan W. Buell and Michael I. Norton Publication:Management Science (forthcoming) Abstract A ubiquitous feature...
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Keywords:
Sean Silverthorne
- 07 Sep 2011
- First Look
First Look: Sept. 7
http://www.themontrealreview.com/2009/The-current-crisis-and-the-essence-of-capitalism.php Reversing the Null: Regulation, Deregulation, and the Power of Ideas Authors:David Moss Publication:Chap. 4 in Challenges to Business in the Twenty-First Century, edited 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: Schmidt, William, and View Details
Keywords:
Sean Silverthorne
- February 2016 (Revised March 2020)
- Supplement
Oberoi Hotels: Train Whistle in the Tiger Reserve
By: Ananth Raman and Ryan W. Buell
Raman, Ananth, and Ryan W. Buell. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Multimedia/Video Supplement 616-704, February 2016. (Revised March 2020.)
- February 2016 (Revised February 2020)
- Teaching Note
Oberoi Hotels: Train Whistle in the Tiger Reserve
By: Ryan W. Buell and Ananth Raman
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight...
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Keywords:
Service Quality;
Service Management;
Service Quality Competition;
Customer Management;
Customer Service Excellence;
Employee Empowerment;
Employee Engagement;
Employee Training;
Hospitality;
Hotel Industry;
Service Delivery;
Service Operations;
Customer Satisfaction;
Employees;
Training;
Quality;
Accommodations Industry;
India
- Forthcoming
- Article
Improving Customer Compatibility with Tradeoff Transparency
By: Ryan W. Buell and MoonSoo Choi
Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run...
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Keywords:
Transparency;
Customer Selection;
Customer Compatibility;
Retention;
Service Operations;
Service Delivery;
Marketing Strategy;
Marketing Communications;
Customer Focus and Relationships;
Customer Satisfaction;
Banking Industry;
Australia
Buell, Ryan W., and MoonSoo Choi. "Improving Customer Compatibility with Tradeoff Transparency." Management Science (forthcoming). (Pre-published online May 8, 2024.)
- 12 Dec 2017
- First Look
New Research and Ideas, December 12, 2017
Joy M., Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi, and Jie Zhang Abstract—The purpose of this article is to present...
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Keywords:
Sean Silverthorne
- December 2022
- Case
Canlis: Turning Toward
By: Ryan W. Buell and Jorian Hoover
Buell, Ryan W., and Jorian Hoover. "Canlis: Turning Toward." Harvard Business School Case 623-022, December 2022.