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Show Results For
- All HBS Web
(4,230)
- People (11)
- News (1,250)
- Research (2,573)
- Events (9)
- Multimedia (5)
- Faculty Publications (1,636)
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- 2018
- Chapter
Behavioral Empirics and Field Experiments
By: Maria Ibanez and Bradley R. Staats
As the study of behavioral operations has continued to grow, an increasing number of researchers are turning to the field (e.g., conducting observational studies or natural or field experiments) to push deeper in order to find the answers to relevant behavioral... View Details
Keywords: Behavioral Operations; Empirical Operations; Empirical Operations Management; Field Experiments; Behavior; Operations; Management; Research
Ibanez, Maria, and Bradley R. Staats. "Behavioral Empirics and Field Experiments." In The Handbook of Behavioral Operations, edited by Karen Donohue, Elena Katok, and Stephen Leider, 121–148. Hoboken, NJ: John Wiley & Sons, 2018.
- Research Summary
Empirical Operations Management
Empirical Operations Management, especially issues at the interface of finance and operations management.
Please see personal webpage.
View Details- November 2016
- Supplement
United Airlines Operations
This video is a collection of clips that highlight aspects of United Airlines' operations View Details
Keywords: Service; Service Delivery; Service Management; Service Operations; Service Quality; Operating Systems; Operational Complexity; Operational Disruptions; Operational Effectiveness; Operational Efficiency; Air Transportation; Operations; Air Transportation Industry
Buell, Ryan W., Willy C. Shih, and Michael W. Toffel. "United Airlines Operations." Harvard Business School Multimedia/Video Supplement 617-704, November 2016.
- 2017
- Working Paper
Inequality in Knowledge Repository Use in Scaling Service Operations
By: Melissa A. Valentine, Tom Fangyun Tan, Bradley R. Staats and Amy C. Edmondson
To scale service operations requires sharing knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge sharing networks may struggle to access useful knowledge at work. A knowledge repository (KR)... View Details
Keywords: Knowledge Repository; Scaling Service Operations; Fluid Teams; Groups and Teams; Knowledge Management; Performance
Valentine, Melissa A., Tom Fangyun Tan, Bradley R. Staats, and Amy C. Edmondson. "Inequality in Knowledge Repository Use in Scaling Service Operations." Harvard Business School Working Paper, No. 13-001, July 2012. (Revised August 2017.)
- November 2016
- Supplement
Irregular Operations
This video shows a dispatcher responding to an irregular operations situation caused by weather at an East Coast airport. View Details
Keywords: Service; Service Excellence; Service Quality; Operating Systems; Operational Complexity; Operational Disruptions; Operational Efficiency; Operational Focus; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry
Buell, Ryan W., Willy C. Shih, and Michael W. Toffel. "Irregular Operations." Harvard Business School Multimedia/Video Supplement 617-705, November 2016.
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
By: Ryan W. Buell
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- 04 Jan 2016
- Video
HBS Operations Administrative Services
- Research Summary
Quality in Service Operations
Rogelio Oliva is interested in understanding how the operational characteristics of service delivery processes interact with human resource and marketing policies to determine the long term productivity, quality, and profitability of a service operation. Specifically,... View Details
- 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... View Details
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.
- February 2020
- Course Overview Note
Managing Service Operations
By: Ryan W. Buell
Buell, Ryan W. "Managing Service Operations." Harvard Business School Course Overview Note 620-090, February 2020.
- March 2006
- Background Note
Customer-Introduced Variability in Service Operations
By: Frances X. Frei
Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or... View Details
Frei, Frances X. "Customer-Introduced Variability in Service Operations." Harvard Business School Background Note 606-063, March 2006.
- Research Summary
Managing Service Operations Course Development
By: Frances X. Frei
Managing Service Operations is an Elective Curriculum course taught at HBS.
Over thirty cases and exercises have been created for the course. For a list of
the cases developed for this course, please see the Publications link below.
For the most recent syllabus,... View Details
- 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
Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Creating Reciprocal Value Through Operational Transparency." Management Science 63, no. 6 (June 2017): 1673–1695.
- Teaching Interest
Empirical Technology and Operations Management Course
I taught a set of lectures on "Introduction to Machine Learning for Social Scientists" as part of this required course for first year PhD students. This module familiarizes students with all the basic concepts in machine learning, their implementations, as well as the... View Details
- 2016
- Working Paper
Cohort Turnover and Operational Performance: The July Phenomenon in Teaching Hospitals
By: Hummy Song, Robert S. Huckman and Jason R. Barro
We consider the impact of cohort turnover—the planned simultaneous exit of a large number of experienced employees and a similarly sized entry of new workers—on operational performance in the context of teaching hospitals. Specifically, we examine the impact of the... View Details
Keywords: Health Care; Health Care Operations; Hospitals; Productivity; Empirical Operations; Service Delivery; Training; Performance Productivity; Health Care and Treatment; Health Industry; United States
Song, Hummy, Robert S. Huckman, and Jason R. Barro. "Cohort Turnover and Operational Performance: The July Phenomenon in Teaching Hospitals." Harvard Business School Working Paper, No. 16-039, September 2015. (Revised September 2016. Finalist, 2015 POMS College of Healthcare Operations Management Best Paper Competition.)
- April 2006 (Revised April 2008)
- Course Overview Note
Managing Service Operations: Understanding the Customer Operating Role
By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details
Keywords: Service Operations
- Awards
Best Paper in Management Science
By: Karim R. Lakhani
Finalist for the 2013 Best Paper in Management Science from the Manufacturing and Service Operations Management Society for “Incentives and Problem Uncertainty in Innovation Contests: An Empirical Analysis” with Kevin J. Boudreau and Nicola Lacetera (May 2011). View Details
- 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
Buell, Ryan W., Ethan Porter, and Michael I. Norton. "Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government." Manufacturing & Service Operations Management 23, no. 4 (July–August 2021): 781–802.
- March 2006
- Background Note
Influencing Customer Behavior in Service Operations
By: Frances X. Frei and Amy C. Edmondson
Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior... View Details
Keywords: Customers; Governance Controls; Consumer Behavior; Service Operations; Emotions; Motivation and Incentives; Power and Influence; Service Industry
Frei, Frances X., and Amy C. Edmondson. "Influencing Customer Behavior in Service Operations." Harvard Business School Background Note 606-061, March 2006.
- fall 1991
- Article
Beefing-up Operations in Service Firms
By: R. H. Hayes and R. B. Chase
Hayes, R. H., and R. B. Chase. "Beefing-up Operations in Service Firms." MIT Sloan Management Review 33, no. 1 (fall 1991): 15–26.