by Ryan W. Buell - Publications - Faculty & Research

their products and downplay risks, fearing that any negative sentiment might hurt demand. But research led by Ryan W. Buell, a professor in the HBS Technology and Operations... View Details

Keywords: by Danielle Kost

20 Aug 2020
Working Paper Summaries

Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments

Keywords: by Ryan W. Buell, Kamalini Ramdas, and Nazlı Sönmez; Health

27 Apr 2016
Research & Ideas

How the FBI Reinvented Itself After 9/11

Investigation," co-written by HBS colleagues Ranjay Gulati, the Jaime and Josefina Chua Tiampo Professor of Business Administration and head of the Organizational Behavior unit; Ryan L. Raffaelli, an... View Details

Keywords: by Carmen Nobel

15 Apr 2019
Research & Ideas

Infographic: Can I Please Speak to an Actual Person?

Based on the Working Paper, Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact (pdf) by Michelle A. Shell and Ryan W. Buell. Shell is a doctoral student at Harvard Business... View Details

Keywords: by Katherine Vizcardo and Danielle Kost; Service

11 May 2016
Research & Ideas

Fix This! Why is it so Painful to Buy a New Car?

your smartphone and summon a driverless car to take you. And that leaves room for a new, disruptive financial model. Buell envisions the possibility that cars could be sold by the mile, like the usage model... View Details

Keywords: by Sean Silverthorne; Auto

12 Feb 2018
Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

drive the behavior. For the final experiment, Buell allowed people to quit waiting altogether in exchange for a reduced payment ranging from 5 to 45 cents. When the payment was close to the amount they would have received View Details

Keywords: by Michael Blanding; Retail; Service

13 Jan 2014
Research & Ideas

How Government Can Restore the Faith of Citizens

Congress and the streets getting fixed." “The sweet spot is where you are working hard, but also getting things done” In a new paper, Surfacing the Submerged State with Operational Transparency in Government Services, Norton worked with View Details

Keywords: by Michael Blanding

27 Feb 2024
Research & Ideas

Why Companies Should Share Their DEI Data (Even When It’s Unflattering)

workforce is, says a recent paper by Harvard Business School researchers. Even when a company’s numbers aren’t ideal, their transparency sends the message that they’re trying to change, the HBS authors write. “There’s definitely a... View Details

Keywords: by Shalene Gupta

16 May 2011
Research & Ideas

What Loyalty? High-End Customers are First to Flee

How Do Incumbents Fare in the Face of Increased Service Competition?, Campbell, fellow HBS professor Frances X. Frei and doctoral student Ryan W. Buell explore this dance... View Details

Keywords: by Julia Hanna

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Last Place Aversion in Queues

Decision Making Under Information Asymmetry: Experimental Evidence on Belief Refinements

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

Improving Customer Compatibility with Operational Transparency

How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice

Lifting the Veil: The Benefits of Cost Transparency

How Do Incumbents Fare in the Face of Increased Service Competition?

Relative Performance Transparency: Effects on Sustainable Choices

Surfacing the Submerged State with Operational Transparency in Government Services

Creating Reciprocal Value Through Operational Transparency

Learning or Playing? The Effect of Gamified Training on Performance

The Upside of Highlighting a Product's Downsides