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  • Student-Faculty-Profile

Michelle Shell & Ryan Buell

them. Ryan: At HBS, research literally meets practice. The questions we tackle arise from a deep understanding of both the extant theory and the real problems managers face. Michelle entered the doctoral... View Details
  • 26 Mar 2019
  • Working Paper Summaries

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

Keywords: by Michelle A. Shell and Ryan W. Buell; Health
  • 15 Apr 2019
  • News

Infographic: Can I Please Speak to an Actual Person?

  • 19 Aug 2013
  • Research & Ideas

Studying How Income Inequality Shapes Behavior

avoid tumbling down any further. They call the behavior "last-place aversion." To test this theory in the lab, the pair teamed up with HBS Assistant Professor Ryan W. View Details
Keywords: by Michael Blanding
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

identity-holders away from options they would have preferred in the absence of that appeal. Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact By: Shell, Michelle A., and... View Details
Keywords: Sean Silverthorne
  • 19 Jul 2011
  • First Look

First Look: July 19

claims about the benefits of broader operational scope. The performance benefits of focus are typically attributed to reduced complexity, lower uncertainty, and the development of specialized expertise, while the benefits of greater... View Details
Keywords: Sean Silverthorne
  • 03 May 2011
  • First Look

First Look: May 3

next-generation product. Read the article: http://hbr.org/2011/05/the-best-way-to-name-your-product-20/ar/1 Think Customers Hate Waiting? Not So Fast... Authors:Ryan W. Buell View Details
Keywords: Sean Silverthorne
  • Web

Technology & Operations Management - Doctoral

Operations Management Kala Viswanathan Technology & Operations Management Michelle Shell Technology & Operations Management “ My professors are incredibly generous with their time, View Details
  • 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
  • Web

Technology & Operations Management Faculty - Faculty & Research

Management Iavor I. Bojinov Assistant Professor of Business Administration Richard Hodgson Fellow Ryan W. Buell C. D. Spangler Professor of Business Administration Amitabh... View Details
  • Web

Placement - Doctoral

University, Schulich School of Business Dissertation: Essays on Emergency Department Physician Performance Advisors: Ananth Raman , Ryan W. Buell , View Details
  • 22 Sep 2023
  • News

Skydeck Voices: The Most Important Person I Met at HBS

Photo provided by Harvard University Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Who was the most important person you met at HBS? And why? This is Dan Morrell, host of Skydeck, and when my colleagues set up on Spangler Lawn during Spring Reunions... View Details
  • Web

Students on the Job Market - Doctoral

FCs, which can reduce the effective coverage area size over time. We discuss the broader implications of these findings for other settings where customer location influences service quality, a scenario that is increasingly prevalent. Faculty Advisor(s): Antonio Moreno... View Details
  • Web

Alumni - Global

Xydi (MBA 2022); Kyriakos Mitsotakis (MBA 1995); Andreas Stavropoulos (MBA 1997); Antonis Samaras (MBA 1976); By: Jen McFarland Flint; illustration by Pete Ryan 11 Mar 2024 Skydeck In Harmony Born in Korea,... View Details
  • 2022
  • Working Paper

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Customers; Emotions; Service Delivery; Interpersonal Communication; Customer Satisfaction; Trust
Related
  • Web

Named Fellowship Funds - Alumni

medical services at Stanford. Duncan (MBA 1986) Family Doctoral Fellowship The Duncan Family Doctoral Fellowship was established by Charles W. Duncan Jr. and Charles View Details
  • Web

Technology & Operations Management Awards & Honors - Faculty & Research

Nominated in 2012 by the Strategic Management Society (SMS) for Best Conference Paper at the SMS 32nd Annual International Conference for “Competition and Illicit Quality” (Bennett, Pierce, Snyder, Toffel,... View Details
  • Web

Accounting & Management Awards & Honors - Faculty & Research

Harvard Business School in 2011. Dennis Campbell : Won the 2011 Stan Hardy Award for Outstanding Paper published in the field of Operations Management from the Decision Sciences Institute for his paper with Ryan View Details
  • April 15, 2019
  • Article

Why Anxious Customers Prefer Human Customer Service

By: Michelle A. Shell and Ryan W. Buell
Related
  • Web

2022 Reunion Presentations - Alumni

architecture in their own organizations. Slides Improving Performance with Operational Transparency Professor Ryan W. Buell (MBA 2007, DBA 2012) + More Info – Less Info... View Details