Research Summary


by Ryan W. Buell


Professor Buell is advancing the understanding of customers by studying their relationship with service operations. He examines how operational choices intended to optimize firm profits may backfire if they diminish the quality of customer experiences or alter customer behavior in unintended ways. In his work, he uses large-scale econometric analysis and laboratory and online experimental methodologies.

Keywords: service operations; customer satisfaction; customer retention; customer behavior; 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;