Ryan W. Buell
 


Biography


Ryan W. Buell is an Assistant Professor of Business Administration in the Technology and Operations Management Unit at Harvard Business School. His research examines how customers interact with service businesses, and how operational choices affect customer behaviors and firm performance. His work has been published in Management Science, Production and Operations Management and Harvard Business Review.

Professor Buell received a DBA and MBA with High Distinction from Harvard Business School, as well as a BBA with High Distinction from the Ross School of Business at the University of Michigan. Prior to beginning his doctoral studies, he co-founded the Tour Now Network, an online real estate virtual tour service, which he managed for five years. He also worked in the McKinsey & Company High Technology Strategy Practice and in marketing, finance and operations at General Motors.


Ryan lives in Lexington, Massachusetts, with his wife Trisha and their daughter, Darcy, who was born in September 2009.






 
 
Please click here to download a comprehensive version of my Curriculum Vitae.



Education

  1. Harvard Business School, Boston, Massachusetts

  2. Doctor of Business Administration,Technology and Operations Management, 2012 (exp.)

  3. Harvard Business School, Boston, Massachusetts

  4. Master of Business Administration, High Distinction, 2007

  5. University of Michigan, Stephen M. Ross School of Business, Ann Arbor, Michigan

  6. Bachelor of Business Administration, High Distinction, 2000



Research and Teaching Interests

  1. Research: The effect of operational choices on service outcomes, empirical service operations, service technology, the customer operating role, behavioral operations

  2. Please click here to download a copy of my Research Statement.    



  3. Teaching: Operations Management, Service Operations Management, Integrating Marketing and Operations, Operations Strategy, Technology and Innovation

  4. Please click here to download a copy of my Teaching Statement.    



Peer-Reviewed Publications and Working Papers (abstracts hyperlinked)

Buell, Ryan W. and Michael I. Norton. 2011.  “The Labor Illusion: How Operational Transparency Increases Perceived ValueManagement Science. 57(9) 1564-1579.


Buell, Ryan W., Dennis Campbell, and Frances X. Frei. 2010. “Are Self-Service Customers Satisfied or Stuck?Production and Operations Management 12(6) 679-697. (Awarded the Decision Sciences Institute Stan Hardy Award for the Outstanding Paper Published during 2010 in the Field of Operations Management.)


Buell, Ryan W., Dennis Campbell and Frances X. Frei. "How Do Incumbents Fare in the Face of Increasing Service Competition?" Harvard Business School Working Paper, No. 11-084, February 2011. Invited for 2nd round review at Management Science.



Other Publications

Buell, Ryan W., and Michael I. Norton. "Think Customers Hate Waiting? Not So Fast..." Harvard Business Review 89, No. 5. May 2011.



Awards and Honors

  1. 2012 Harvard Business School Doctoral Programs Dean’s Award

  2. 2011 Wyss Doctoral Research Award, awarded to Harvard Business School doctoral students who have excelled at conducting outstanding academic research. 

  3. 2011 Stan Hardy Award, outstanding paper published during 2010 in the field of Operations Management, for “Are Self Service Customers Satisfied or Stuck?” Decision Sciences Institute, Midwest Region (2011)

  4. Finalist, Best Student Paper Award, for “The Labor Illusion: How Operational Transparency Increases Perceived Value” INFORMS Decision Analysis Society (2011)

  5. Finalist, Best Student Paper Award, for “The Labor Illusion: How Operational Transparency Increases Perceived Value” Academy of Management - Operations Management Division (2011)

  6. Student Poster Award for “The Labor Illusion: When Waiting Increases Liking,” Society for Personality and Social Psychology (2010)

  7. George F. Baker Scholar, Harvard Business School (2007)

  8. Phi Beta Kappa, University of Michigan (2000)

  9. James B. Angell Scholar, University of Michigan (2000)

  10. General Motors Global Internship Scholarship (1998)



Teaching Experience

  1. Managing Service Excellence Through Statistics, Executive Education (2011-12)

  2. Service Analytics Practicum, Executive Education (2012)

  3. Building Sustainable Service Excellence, Executive Education (2011)

  4. Teaching Fellow, First-Year TOM MBA Course, Harvard Business School (2009-10)

  5. Rating (Fall 2010): 6.94/7.00, Responses: 71 [click here to view student responses]

  6. Rating (Fall 2009): 6.94/7.00, Responses: 110 [click here to view student responses]

  7. Analytics Head Teaching Fellow, Quantitative Analysis, Harvard Business School (2009)

  8. Rating (Summer 2009): 6.33/7.00, Responses: 91

  9. Analytics Teaching Fellow, Accounting, Harvard Business School (2008)

  10. Rating (Summer 2008): 6.14/7.00, Responses: 78



Presentations and Seminars

The Impact of Customer Heterogeneity on Service Outcomes

2011 INFORMS Annual Conference. Charlotte, NC.

2011 MSOM Annual Conference. Ann Arbor, MI.

2011 POMS Annual Meeting. Reno, NV.


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

2011 INFORMS Annual Conference. Charlotte, NC.

2011 Workshop on Empirical Research in Operations Management. Philadelphia, PA.

2011 Academy of Management Annual Meeting. San Antonio, TX.

2010 INFORMS Annual Conference. Austin, TX.

2010 MSOM Annual Meeting. Haifa, Israel.

2010 POMS Annual Meeting. Vancouver, Canada.


The Labor Illusion: How Operational Transparency Increases Perceived Value

2011 Academy of Management Annual Meeting. San Antonio, TX.

2011 Harvard Program for Research in Markets and Organizations Seminar. Boston, MA.

2011 QUIS 12/POMS Service College Meeting. Ithaca, NY.

Massachusetts Institute of Technology Media Lab. Cambridge, MA.

Harvard Business School Marketing Unit Seminar. Boston, MA.

2010 INFORMS Annual Conference. Austin, TX.

2010 MSOM Service Management SIG. Haifa, Israel.

2010 SPSP Annual Meeting. Las Vegas, NV.

2009 SJDM Annual Conference. Boston, MA.


Are Self-Service Customers Satisfied or Stuck?

2009 MSOM Annual Conference. Cambridge, MA.

2009 POMS Annual Conference. Orlando, FL.



Research in Progress

Buell, Ryan W., Dennis Campbell, and Frances X. Frei, “The Impact of Customer Heterogeneity on Service Outcomes” In Progress.


Buell, Ryan W., Richard B. Chase, Frances X. Frei, and Scott E. Sampson, “Customer Contact for the 21st Century: Delivering Customized Service Efficiently.” In Progress.



Institutional Service

  1. Harvard Business School Doctoral Program Student Advisory Committee (2010-2011)

  2. Learning Management System Advisory Committee, Harvard Business School (2010-2011)

  3. Student Mentorship Lead, Harvard Business School Doctoral Program (2008-2010)

  4. Student Chairman, Harvard Business School Centennial Community Events (2008)



Referee Service

  1. Ad-Hoc Reviewer, Management Science (2012)

  2. Ad-Hoc Reviewer, Production and Operations Management Journal (2008-12)

  3. Ad-Hoc Reviewer, Manufacturing and Service Operations Management (2008-11)

  4. Reviewer, Manufacturing and Service Operations Conference (2010)

  5. Ad-Hoc Reviewer, Journal of Operations Management (2009-10)

  6. Ad-Hoc Reviewer, Research Policy (2009)


Employment

  1. McKinsey & Company, Summer Associate, High Technology Strategy Practice 2006

  2. The Tour Now Network, LLC, Founder, Business Development Manager, 2000-2005

  3. Delphi Automotive Systems, Production and Finance, 1998-1999

  4. General Motors Corporation, Sales and Marketing, 1997

 

Curriculum Vitae

Photo by Russ Campbell