Ryan W. Buell is a Professor of Business Administration in the Technology and Operations Management Unit at Harvard Business School. He teaches Managing Service Operations in the MBA elective curriculum and teaches in numerous focused and custom Executive Education programs at the School. He is the faculty chair of the Transforming Customer Experiences Executive Education program, and has also...

Ryan Raffaelli is the Marvin Bower Associate Professor of Business Administration at Harvard Business School. He created and teaches the MBA course "Leadership: Execution and Action Planning" (LEAP) and serves on the faculty of several executive education programs, including Leading and Building a Culture of Innovation and Leading Change and Organizational Renewal.  Professor Raffaelli's research...