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  • 10 Dec 2015
  • Blog Post

Working with Professors at HBS

college to intern at Broadcast Music Inc. for four summers and through EBF I got to know and learn from network and studio executives about all facets of the industry. When I arrived at HBS I was determined to enhance my knowledge of Entertainment and Media View Details
  • Web

Organizational Behavior Awards & Honors - Faculty & Research

Cognitive and Emotional Framing in Innovation Adoption by Incumbent Firms" with Mary Ann Glynn and Michael Tushman (July 2019) received a 2020 Strategic Management Journal Certificate of Achievement which is given for SMJ articles in the... View Details
  • 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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  • 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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  • 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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  • 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
  • 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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  • 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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  • 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
  • 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
  • 2025
  • Working Paper

The Hidden Costs of Flexible Labor Models: How Working Multiple Jobs Affects Employees

By: Paige Tsai and Ryan W. Buell
As operations increasingly rely upon flexible labor models—such as gig, part-time, and remote work—it has become commonplace for individuals to work multiple jobs. Across three studies, relying on a combination of transaction-level data from 90,548 customers of a... View Details
Keywords: Behavioral Operations; Employee Behavior; Job Design; Sustainable Operations; Job Design and Levels; Personal Finance; Well-being; Happiness; Satisfaction; Wages
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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
  • 12 Mar 2019
  • First Look

New Research and Ideas, March 12, 2019

By: Buell, Ryan W. Abstract—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,... View Details
Keywords: Dina Gerdeman
  • 01 Sep 2015
  • News

The Protagonist Goes Prime Time

To create a multimedia case about IDEO’s creative process, a video crew from HBS’s Educational Technology Services followed a design team through each step of a project with Peru-based movie theater chain Cineplanet. (Photos courtesy of Educational Technology Services)... View Details
Keywords: April White
  • 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
  • 2019
  • Working Paper

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Retail Industry
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  • Web

Harvard Business School

Broadcast executive and businessman W. Don Cornwell was hired by Goldman Sachs in 1971 and later promoted to chief operating officer of the investment banking division's corporate finance department. In... View Details
  • 06 Mar 2018
  • First Look

First Look at Research and Ideas, March 6, 2018

down as a result. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=54142 Mitigating Malicious Envy: Why Successful Individuals Should Reveal Their Failures By: Huang, Karen, Alison Wood Brooks, Ryan View Details
Keywords: Sean Silverthorne