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- All HBS Web (66)
- Faculty Publications (22)
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- 05 Jun 2019
- Working Paper Summaries
How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice
Keywords: by Ryan W. Buell and Basak Kalkanci
- 02 Feb 2018
- Working Paper Summaries
Last Place Aversion in Queues
- 21 Aug 2019
- Working Paper Summaries
Improving Customer Compatibility with Operational Transparency
- 11 Aug 2014
- Working Paper Summaries
Decision Making Under Information Asymmetry: Experimental Evidence on Belief Refinements
Keywords: by William Schmidt & Ryan W. Buell
- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- 07 Oct 2014
- Working Paper Summaries
Lifting the Veil: The Benefits of Cost Transparency
- 30 Jan 2020
- Research & Ideas
The Upside of Highlighting a Product's Downsides
their products and downplay risks, fearing that any negative sentiment might hurt demand. But research led by Ryan W. Buell, a professor in the... View Details
Keywords: by Danielle Kost
- 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... View Details
- 09 Jan 2018
- First Look
First Look at New Research and Ideas, January 9, 2018
Aversion in Queues By: Buell, Ryan W. Abstract—This paper investigates whether people exhibit last place aversion in queues and its implications for their experiences View Details
Keywords: Sean Silverthorne
- 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... View Details
Keywords: by Michael Blanding
- 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. View Details
Keywords: by Julia Hanna
- 15 Dec 2014
- Research & Ideas
Deconstructing the Price Tag
consumers tend to value the product more." Mohan is an author of the paper Lifting the Veil: The Benefits of Cost Transparency, written with HBS assistant professors Ryan W. View Details
- 15 Jul 2014
- First Look
First Look: July 15
Working Papers Decision Making Under Information Asymmetry: Experimental Evidence on Belief Refinements By: Schmidt, William, and Ryan W. Buell... View Details
Keywords: Carmen Nobel
- 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
- February 2021
- Article
How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice
By: Ryan W. Buell and Basak Kalkanci
Amid growing calls for transparency and social and environmental responsibility, companies are employing different strategies to improve consumer perceptions of their brands. Some pursue internal initiatives that reduce their negative social or environmental impacts... View Details
Keywords: Sustainable Operations; Corporate Social Responsibility; Operational Transparency; Corporate Social Responsibility and Impact; Operations; Environmental Sustainability; Consumer Behavior; Perception
Buell, Ryan W., and Basak Kalkanci. "How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice." Management Science 67, no. 2 (February 2021): 932–950.
- 19 Nov 2013
- First Look
First Look: November 19
paper analyzes the effect of a woman's electoral victory on women's subsequent political participation. Using the regression discontinuity afforded by close elections between women and men in India's state... View Details
Keywords: Sean Silverthorne
- March–April 2019
- Article
Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees
By: Ryan W. Buell
Conventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the... View Details
Keywords: Operational Transparency; Customers; Services; Operations; Customer Focus and Relationships; Employees; Customer Satisfaction; Behavior; Service Industry
Buell, Ryan W. "Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees." R1902H. Harvard Business Review 97, no. 4 (March–April 2019): 102–113.
- 2025
- Working Paper
The Hidden Costs of Working Multiple Jobs: Implications for Spending Behavior and Wellbeing
By: Paige Tsai and Ryan W. Buell
Problem definition: Amidst inflation, rising costs of living, an explosion in remote and gig working opportunities, and an increase in the part-time labor mix in economies around the world, it is becoming evermore commonplace for
people to earn labor income... View Details
Keywords: Behavioral Operations; Employee Behavior; Job Design and Levels; Personal Finance; Well-being; Happiness; Satisfaction; Wages
Tsai, Paige, and Ryan W. Buell. "The Hidden Costs of Working Multiple Jobs: Implications for Spending Behavior and Wellbeing." Harvard Business School Working Paper, No. 25-036, January 2025. (Revised March 2025.)
- 16 Mar 2020
- Research & Ideas
How the Coronavirus Is Already Rewriting the Future of Business
clear instructions about what they can do, and designing transparency into why their partnership will make a positive difference for everyone involved, business leaders can improve interactions among their customers View Details
Keywords: by Dina Gerdeman
- 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