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    Ryan W. Buell

    Ryan W. Buell is a Professor of Business Administration in the Technology and Operations Management Unit at Harvard Business School. He teaches View Details

    Keywords: banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking

      Paul W. Marshall

      MBA Class of 1960 Professor of Management, Paul W. Marshall, is affiliated with the Entrepreneurial Management Unit and teaches The Entrepreneurial Manager in the Turnaround Environment. This Elective Curriculum course focuses on the role of... View Details

      Keywords: banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking
      • 07 Jul 2022
      • HBS Case

      How a Multimillion-Dollar Ice Cream Startup Melted Down (and Bounced Back)

      They just can't keep up with it.” The couple turned to venture capitalists with little experience in food and beverage businesses, and with the addition of bank loans, backed by a personal guarantee, were able to raise $20 million. To... View Details
      Keywords: by Pamela Reynolds
      • Web

      Podcast - Business & Environment

      them easier to disassemble and repair, how secondhand retail pilot programs at IKEA stores are reaching new customers, and how investments like RetourMatras are developing circular solutions for end-of-life mattresses. Karen also... View Details
      • Article

      Are Self-service Customers Satisfied or Stuck?

      By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
      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... View Details
      Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
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      • Research Summary

      Overview

      By: Ryan W. Buell
      From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details
      Keywords: Service Operations; Customer Satisfaction; Customer Retention; Customer Behavior; Operational Transparency; Customer Compatibility; Engagement; Customers; Decision Making; Design; Management; Operations; Quality; Relationships; Social Psychology; Technology; Value; Banking Industry; Banking Industry; Banking Industry; Banking Industry; Banking Industry; Banking Industry
      • Web

      Finance - Faculty & Research

      debt held by the domestic banking sectors of Eurozone countries was more than twice its 2007 level. We show that this type of increasing reliance on the domestic banking sector for absorbing government bonds... View Details
      • 20 May 2014
      • First Look

      First Look: May 20

      aimed at curbing the entry of large retail stores have been introduced in many countries to protect independent retailers. Analyzing a planning reform launched in the United Kingdom in the 1990s, I show that independent View Details
      Keywords: Sean Silverthorne

        Rosabeth M. Kanter

        Rosabeth Moss Kanter holds the Ernest L. Arbuckle Professorship at Harvard Business School, specializing in strategy, innovation, and leadership for change. Her strategic and practical insights guide leaders worldwide through teaching, writing, and direct... View Details

        Keywords: banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking
        • Web

        About - Race, Gender & Equity

        relations in organizations with a focus on leadership, identity, and organizational culture change. Examples of her past research include studies of men and masculinity on offshore oil platforms; the impact of racial diversity on retail... View Details
        • Person Page

        Media

        Media

        This lists media reports covering my firm dollarDEX Investments or me (or my colleagues), or columns written by me (or my colleagues). There are all... View Details

          Peter Tufano

          Peter Tufano is a Baker Foundation Professor at Harvard Business School and Senior Advisor to the Harvard Salata Institute for Climate and Sustainability. From 2011 to 2021, he served as the Peter Moores Dean at View Details

          Keywords: banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking; banking
          • 16 Jul 2013
          • First Look

          First Look: July 16

          Alan Morrison Abstract—Existing studies suggest that systemic crises may arise because banks either hold correlated assets or are connected by interbank lending. This paper shows that common regulation is also a conduit for interbank... View Details
          Keywords: Anna Secino
          • 01 Dec 2023
          • News

          The Imposter Among Us

          thought it was crazy that they bet on me to establish this new capability, all based on the assumption I was a computer expert because I had a Mac computer. (Yes, the first 1984 Mac.) The first retail call was in three weeks, which didn’t... View Details
          Keywords: Business Schools & Computer & Management Training; Educational Services
          • 01 Dec 2023
          • News

          Rounding the Bend

          increasingly demanding more accountability and transparency. “I’m actually quite proud of how the industry is coming together.” McClay has filled myriad roles within the fashion sector: first on the European consumer and retail investment... View Details
          Keywords: Jen McFarland Flint; Miscellaneous Store Retailers; Miscellaneous Store Retailers; Miscellaneous Store Retailers; Miscellaneous Store Retailers
          • 03 Mar 2009
          • First Look

          First Look: March 3, 2009

            Working PapersAdding Bricks to Clicks: The Contingencies Driving Cannibalization and Complementarity in Multichannel Retailing (revised) Authors:Jill Avery, Thomas J. Steenburgh, John Deighton, and Mary Caravella Abstract This paper... View Details
          Keywords: Martha Lagace
          • 17 Aug 2010
          • First Look

          First Look: August 17

          analyze conditions under which these attack types are likely to succeed. Download the paper: http://www.hbs.edu/research/pdf/07-104.pdf Unstable Equity? Combining Banking with Private Equity Investing Authors:Lily Fang, Victoria Ivashina,... View Details
          Keywords: Martha Lagace
          • 02 Nov 2010
          • First Look

          First Look: November 2, 2010

          Greenwich, Connecticut, that is considering offering a wholly new line of product to retail investors, namely the ability to invest in the price phenomenon known as momentum. There is a large body of empirical evidence supporting momentum... View Details
          Keywords: Sean Silverthorne

            William A. Sahlman

            William Sahlman is a Baker Foundation Professor of Business Administration at Harvard Business School.

            Mr. Sahlman received an A.B. degree in Economics from Princeton University (1972), an M.B.A. from Harvard University (1975), and a Ph.D. in Business... View Details

            Keywords: investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry; investment banking industry
            • 11 Jun 2013
            • First Look

            First Look: June 11

            shadow banking system-are outweighed by the risks inherent in this new approach to credit delivery. 2006 Harvard Business Review In Search of a Second Act: Riding the Popularity of a Great First Product Is Easy; Finding the Next One Is... View Details
            Keywords: Carmen Nobel