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- Faculty Publications (4)
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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...
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- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- 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
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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...
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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...
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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
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Sean Silverthorne
- Web
Technology & Operations Management - Doctoral
management Ryan W. Buell Frances X. Frei Michelle A. Kinch Supply chain management Janice H. Hammond Ananth Raman...
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- Web
Technology & Operations Management Faculty - Faculty & Research
Management Iavor I. Bojinov Assistant Professor of Business AdministrationRichard Hodgson Fellow Ryan W. Buell C. D. Spangler Professor of Business Administration Amitabh...
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- 01 Dec 2015
- First Look
December 1, 2015
will have an important future impact on our understanding of consumer psychology. Publisher's link: https://pubwww.hbs.edu/faculty/Pages/item.aspx?num=50106 forthcoming Management Science Experimental Evidence of Pooling Outcomes Under Information Asymmetry By: Schmidt,...
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Sean Silverthorne
- Web
Placement - Doctoral
University, Schulich School of Business Dissertation: Essays on Emergency Department Physician Performance Advisors: Ananth Raman, Ryan W. Buell, and Soroush Saghafian View Details
- 22 Sep 2023
- News
Skydeck Voices: The Most Important Person I Met at HBS
about tax, but his parting thought for us was around who he hoped we would live into as people. I thought that was very special. Michelle Shell (MBA 2003/DBA 2020): My name is 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 HarmonyBorn in Korea,...
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- 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...
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Keywords:
Anxiety;
Self-service;
Empirical Operations;
Behavioral Operations;
Customers;
Emotions;
Service Delivery;
Interpersonal Communication;
Customer Satisfaction;
Trust
Kinch, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Harvard Business School Working Paper, No. 19-089, February 2019. (Revised November 2023.)
- Web
Student Research - Doctoral
Julie Battilana Organizational Behavior 3 results John Beshears Negotiation, Organizations & Markets 2 results Iavor I. Bojinov Technology and Operations Management 1 results Alison Wood Brooks Negotiation, Organizations & Markets 2...
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- Web
Named Fellowship Funds - Alumni
in emergency medical services at Stanford. Duncan (MBA 1986) Family Doctoral Fellowship The Duncan Family Doctoral Fellowship was established by Charles W. Duncan Jr. and...
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- Web
Accounting & Management Awards & Honors - Faculty & Research
2011 Stan Hardy Award for Outstanding Paper published in the field of Operations Management from the Decision Sciences Institute for his paper with Ryan W. Buell View Details
- April 15, 2019
- Article
Why Anxious Customers Prefer Human Customer Service
By: Michelle A. Shell and Ryan W. Buell
Shell, Michelle A., and Ryan W. Buell. "Why Anxious Customers Prefer Human Customer Service." Harvard Business Review (website) (April 15, 2019).
- 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...
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- Web
Print View - Course Catalog
Area Faculty Name Term Quarter Credits Capitalism and the State (CATS) Business, Government & the International Economy, General Management Debora L. Spar Fall2024 Q1Q2 3.0 Capitalism: Past, Present, Future Business, Government & the...
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