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- Faculty Publications (329)
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- All HBS Web (1,792)
- Faculty Publications (329)
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- January 2014
- Other Article
The Answer is 9,142: Understanding the Influence of Disruption Risk on Inventory Decision Making
By: Mark Cotteleer, Maria Ibanez and Geri Gibbons
The question was how many units of inventory a manager should order when faced with a possible disruption in supply. The correct answer is not guesswork, but based on 150 years of theory and practice. We examine individual choices made in this critical situation—and...
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Cotteleer, Mark, Maria Ibanez, and Geri Gibbons. "The Answer is 9,142: Understanding the Influence of Disruption Risk on Inventory Decision Making." Deloitte Review 14 (January 2014).
- 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.)
- Teaching Interest
Harvard Business Analytics Program: Operations and Supply Chain Management
By: Dennis Campbell
Digital technologies and data analytics are radically changing the operating model of an organization and how it connects to its broader supply chain and ecosystem. This course emphasizes managing product availability, especially in a context of rapid product...
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- September 2011
- Article
The Labor Illusion: How Operational Transparency Increases Perceived Value
By: Ryan W. Buell and Michael I. Norton
A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when...
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Keywords:
Internet and the Web;
Perception;
Valuation;
Service Delivery;
Consumer Behavior;
Performance Effectiveness;
Customer Satisfaction;
Service Industry
Buell, Ryan W., and Michael I. Norton. "The Labor Illusion: How Operational Transparency Increases Perceived Value." Management Science 57, no. 9 (September 2011): 1564–1579.
- Research Summary
Overview
By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening...
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Keywords:
Service Operations;
Customer Satisfaction;
Customer Retention;
Customer Behavior;
Operational Transparency;
Customer Compatibility;
Engagement;
Customers;
Decision Making;
Design;
Management;
Operations;
Quality;
Relationships;
Social Psychology;
Technology;
Value;
Banking Industry;
Service Industry;
Travel Industry;
Web Services Industry;
Retail Industry;
Food and Beverage Industry
- Research Summary
Overview
My research uses a combination of lab experiments and empirical methods to understand how organizations can design their operations in order to inspire trust.
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- 2023
- Working Paper
Operational Consequences of Customer Interaction Design: Evidence From Last-Mile Delivery Services
By: Natalie Epstein, Santiago Gallino and Antonio Moreno
Problem definition: Communication and customer interaction design have been used as elements to improve customer satisfaction and future purchasing behavior, but little is known about how they can be used as levers to improve operational...
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Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "Operational Consequences of Customer Interaction Design: Evidence From Last-Mile Delivery Services." Working Paper, May 2023.
- March 2021
- Article
Last Place Aversion in Queues
By: Ryan W. Buell
This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which...
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Keywords:
Behavioral Operations;
Queues;
Reference Effects;
Last Place Aversion;
Transparency;
Customers;
Behavior;
Satisfaction;
Service Operations
Buell, Ryan W. "Last Place Aversion in Queues." Management Science 67, no. 3 (March 2021): 1430–1452.
- Article
Discouraging Opportunistic Behavior in Collaborative R&D: A New Role for Government
The traditional role attributed to government in collaborative R&D has been one of funding. This paper explores a new role for government in facilitating collaborative R&D, one of discouraging opportunistic behavior. Given the nature of R&D, concerns about...
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Keywords:
Behavior;
Government and Politics;
Managerial Roles;
Research and Development;
Framework;
Collaborative Innovation and Invention;
Opportunities;
Italy
Tripsas, M., S. Schrader, and M. Sobrero. "Discouraging Opportunistic Behavior in Collaborative R&D: A New Role for Government." Research Policy 24, no. 3 (May 1995): 367–389.
- Summer 2017
- Article
Measuring Consumer Preferences for Video Content Provision via Cord-Cutting Behavior
By: Jeffrey Prince and Shane Greenstein
The television industry is undergoing a generational shift in structure; however, many demand-side determinants are still not well understood. We model how consumers choose video content provision among over-the-air (OTA), paid subscription to cable or satellite, and...
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Keywords:
Information Technology;
Service Delivery;
Consumer Behavior;
Television Entertainment;
Service Industry;
Media and Broadcasting Industry
Prince, Jeffrey, and Shane Greenstein. "Measuring Consumer Preferences for Video Content Provision via Cord-Cutting Behavior." Journal of Economics & Management Strategy 26, no. 2 (Summer 2017): 293–317.
- 10 Sep 2009
- Working Paper Summaries
Feeling Good about Giving: The Benefits (and Costs) of Self-Interested Charitable Behavior
- 31 Jan 2012
- Working Paper Summaries
Observation Bias: The Impact of Demand Censoring on Newsvendor Level and Adjustment Behavior
Keywords:
by David F. Drake
- December 2002
- Article
Something Old, Something New: A Longitudinal Study of Search Behavior and New Product Introduction
By: Riitta Katila and Gautam Ahuja
We examine how firms search, or solve problems, to create new products. According to organizational learning research, firms position themselves in a unidimensional search space that spans a spectrum from local to distant search. Our findings in the global robotics...
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Keywords:
Problem Solving;
New Products;
Organizational Learning;
Uncertainty;
Organizational Research;
Knowledge Management;
Robotics;
Organizational Behavior;
Organizational Effectiveness;
Innovation Adoption;
Strategy;
Product Design;
Business Processes;
Product Development
Katila, Riitta, and Gautam Ahuja. "Something Old, Something New: A Longitudinal Study of Search Behavior and New Product Introduction." Academy of Management Journal 45, no. 6 (December 2002): 1183–1194.
- 2009
- Working Paper
Feeling Good about Giving: The Benefits (and Costs) of Self-Interested Charitable Behavior
By: Lalin Anik, Lara B. Aknin, Michael I. Norton and Elizabeth W. Dunn
While lay intuitions and pop psychology suggest that helping others leads to higher levels of happiness, the existing evidence only weakly supports this causal claim: Research in psychology, economics, and neuroscience exploring the benefits of charitable giving has...
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Keywords:
Philanthropy and Charitable Giving;
Research;
Behavior;
Happiness;
Motivation and Incentives
Anik, Lalin, Lara B. Aknin, Michael I. Norton, and Elizabeth W. Dunn. "Feeling Good about Giving: The Benefits (and Costs) of Self-Interested Charitable Behavior." Harvard Business School Working Paper, No. 10-012, August 2009.
- 2010
- Chapter
Feeling Good about Giving: The Benefits (and Costs) of Self-interested Charitable Behavior
By: L. Anik, L. B. Aknin, M. I. Norton and E. W. Dunn
While lay intuitions and pop psychology suggest that helping others leads to higher levels of happiness, the existing evidence only weakly supports this causal claim: research in psychology, economics, and neuroscience exploring the benefits of charitable giving has...
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Keywords:
Advertising;
Cost vs Benefits;
Philanthropy and Charitable Giving;
Outcome or Result;
Relationships;
Research;
Behavior;
Happiness;
Motivation and Incentives
Anik, L., L. B. Aknin, M. I. Norton, and E. W. Dunn. "Feeling Good about Giving: The Benefits (and Costs) of Self-interested Charitable Behavior." In The Science of Giving: Experimental Approaches to the Study of Charity, edited by D. M. Oppenheimer and C. Y. Olivola. Psychology Press, 2010.
- January 2008 (Revised January 2008)
- Case
Two Brattle Center: A Mental-Health Clinic in Search of a Viable Operating Model
By: Robert G. Eccles
Two Brattle Center (TBC) is a struggling for-profit private mental health clinic based in Harvard Square. Its founder, Dr. Joan Wheelis, is a nationally recognized practicing psychiatrist who has developed outpatient treatment programs based on Dialectical Behavior...
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Keywords:
Business Model;
For-Profit Firms;
Decision Choices and Conditions;
Financial Strategy;
Health Care and Treatment;
Health Disorders;
Medical Specialties;
Nonprofit Organizations;
Emotions;
Health Industry;
United States
Eccles, Robert G. "Two Brattle Center: A Mental-Health Clinic in Search of a Viable Operating Model." Harvard Business School Case 408-103, January 2008. (Revised January 2008.)
- May 2014
- Article
Observation Bias: The Impact of Demand Censoring on Newsvendor Level and Adjustment Behavior
By: Nils Rudi and David Drake
In an experimental newsvendor setting we investigate three phenomena: level behavior—the decision-maker's average ordering tendency; adjustment behavior—the tendency to adjust period-to-period order quantities; and observation bias—the tendency to...
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Rudi, Nils, and David Drake. "Observation Bias: The Impact of Demand Censoring on Newsvendor Level and Adjustment Behavior." Management Science 60, no. 5 (May 2014): 1334–1345.
- 2015
- Working Paper
'Be Careless with That!' Availability of Product Upgrades Increases Cavalier Behavior Toward Possessions
By: Silvia Bellezza, Joshua M. Ackerman and Francesca Gino
Consumers are often faced with the opportunity to purchase a new, enhanced product (e.g., a new phone), even though the device they currently own is still fully functional. We propose that consumers act more recklessly with their current products and are less concerned...
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Keywords:
Carelessness;
Product Upgrade;
Justification;
Loss;
Consumer Behavior;
Attitudes;
Product;
Ownership
Bellezza, Silvia, Joshua M. Ackerman, and Francesca Gino. "'Be Careless with That!' Availability of Product Upgrades Increases Cavalier Behavior Toward Possessions." Harvard Business School Working Paper, No. 15-077, April 2015.
- 06 Sep 2006
- Working Paper Summaries
Cross Functional Alignment in Supply Chain Planning: A Case Study of Sales & Operations Planning
Keywords:
by Rogelio Oliva & Noel Watson
- 2017
- Working Paper
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks...
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Keywords:
Discretion;
Scheduling;
Queue;
Healthcare;
Learning;
Experience;
Decentralization;
Delegation;
Behavioral Operations;
Operations;
Service Operations;
Service Delivery;
Performance;
Performance Effectiveness;
Performance Efficiency;
Performance Improvement;
Performance Productivity;
Decisions;
Time Management;
Cost vs Benefits;
Health Industry
Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats. "Discretionary Task Ordering: Queue Management in Radiological Services." Harvard Business School Working Paper, No. 16-051, October 2015. (Revised March 2017.)