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    • Faculty Publications  (23)

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    • All HBS Web  (1,927)
      • Faculty Publications  (23)

      Operational Transparency Remove Operational Transparency →

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      Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees
      Creating Reciprocal Value Through Operational Transparency
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      • 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...  View Details
      Keywords: Behavioral Operations; Queues; Reference Effects; Last Place Aversion; Transparency; Customers; Behavior; Satisfaction; Service Operations
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      Buell, Ryan W. "Last Place Aversion in Queues." Management Science 67, no. 3 (March 2021): 1430–1452.
      • 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
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      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.
      • May 8, 2020
      • Article

      Lead Your Team Into a Post-Pandemic World

      By: Hubert Joly
      The unprecedented COVID-19 pandemic has tested leaders, especially as it relates to how they lead their workers. As the crisis goes on, many that the author has spoken with have begun to frame it around three distinct phases: The Shelter-in-Place Phase, the Re-opening...  View Details
      Keywords: Covid-19; Re-opening; Health Pandemics; Leadership; Employees; Communication; Human Needs
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      Joly, Hubert. "Lead Your Team Into a Post-Pandemic World." Harvard Business Review Digital Articles (May 8, 2020).
      • 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
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      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.
      • Fall 2018
      • Article

      What Problems Will You Solve with Blockchain?: Before Jumping on the Bandwagon, Companies Need to Carefully Consider how Ledger Technologies Fit into their Overall Strategy

      By: Teppo Felin and Karim R. Lakhani
      Distributed ledger technologies — collectively known as blockchain — have burst onto the business scene, accompanied by a significant amount of hype.They are widely expected to disrupt existing industries and lead to the creation of new types of companies. Some of the...  View Details
      Keywords: Blockchain; Technology Adoption; Strategy; Business Processes; Innovation Strategy
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      Felin, Teppo, and Karim R. Lakhani. "What Problems Will You Solve with Blockchain? Before Jumping on the Bandwagon, Companies Need to Carefully Consider how Ledger Technologies Fit into their Overall Strategy." Reprint 60115. MIT Sloan Management Review 60, no. 1 (Fall 2018).
      • April 2018 (Revised July 2018)
      • Case

      Maersk: Betting on Blockchain

      By: Rajiv Lal and Scott Johnson
      In March 2018, international shipping giant Maersk is getting ready to debut a trade digitization platform. Maersk hopes the platform will help streamline global trade since shipping goods internationally is an extraordinarily complicated and inefficient process....  View Details
      Keywords: Maersk; Ibm; Blockchain; Shipping; Shipping Line; Trade; Bitcoin; Digitization; Container Shipping; Joint Ventures; Ship Transportation; Transportation Networks; Technology Platform; Information Technology; Technology Adoption; Software; Shipping Industry; Technology Industry
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      Lal, Rajiv, and Scott Johnson. "Maersk: Betting on Blockchain." Harvard Business School Case 518-089, April 2018. (Revised July 2018.)
      • September 2017 (Revised June 2019)
      • Case

      Dianrong: Marketplace Lending, Blockchain, and 'The New Finance' in China

      By: Christopher J. Malloy, Lauren H. Cohen and Anthony K. Woo
      This case examines the strategic positioning of Dianrong, one of the largest online peer-to-peer (P2P) lending platforms in China, in its attempt to become a foundational player in the expansion of the FinTech sector in Asia. Dianrong had recently announced the...  View Details
      Keywords: Financing and Loans; Online Technology; Supply Chain; Finance; Innovation and Invention; Competition; Product Positioning; Strategy; Financial Services Industry; China
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      Malloy, Christopher J., Lauren H. Cohen, and Anthony K. Woo. "Dianrong: Marketplace Lending, Blockchain, and 'The New Finance' in China." Harvard Business School Case 218-043, September 2017. (Revised June 2019.)
      • June 2017
      • Article

      Creating Reciprocal Value Through Operational Transparency

      By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay
      We investigate whether organizations can create value by introducing visual transparency between consumers and producers. Although operational transparency has been shown to improve consumer perceptions of service value, existing theory posits that increased contact...  View Details
      Keywords: Operational Transparency; Service Management; Production Management; Organizational Performance; Behavioral Operations; Service Operations; Service Delivery; Consumer Behavior; Labor; Organizational Design; Operations; Service Industry; United States; Kenya
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      Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Creating Reciprocal Value Through Operational Transparency." Management Science 63, no. 6 (June 2017): 1673–1695.
      • March 2016
      • Supplement

      Trouble at Tessei

      By: Ethan Bernstein and Ryan W. Buell
      In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the...  View Details
      Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
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      Bernstein, Ethan, and Ryan W. Buell. "Trouble at Tessei." Harvard Business School Multimedia/Video Supplement 616-706, March 2016.
      • March 2016
      • Article

      An Analysis of Firms' Self-reported Anticorruption Efforts

      By: Paul M. Healy and George Serafeim
      We use Transparency International's ratings of self-reported anticorruption efforts for 480 corporations to analyze factors underlying the ratings. Our tests examine whether these forms of disclosure reflect firms' real efforts to combat corruption or are cheap talk....  View Details
      Keywords: Corruption; Corporate Performance; Growth; Disclosure; Disclosure Strategy; Sustainability; Crime and Corruption; Corporate Disclosure; Performance; Sales
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      Healy, Paul M., and George Serafeim. "An Analysis of Firms' Self-reported Anticorruption Efforts." Accounting Review 91, no. 2 (March 2016): 489–511.
      • October 2015 (Revised February 2020)
      • Teaching Note

      Trouble at Tessei

      By: Ethan Bernstein and Ryan Buell
      In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the...  View Details
      Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
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      Bernstein, Ethan, and Ryan Buell. "Trouble at Tessei." Harvard Business School Teaching Note 616-031, October 2015. (Revised February 2020.)
      • January 2015 (Revised October 2015)
      • Case

      Trouble at Tessei

      By: Ethan Bernstein and Ryan W. Buell
      In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the...  View Details
      Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
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      Bernstein, Ethan, and Ryan W. Buell. "Trouble at Tessei." Harvard Business School Case 615-044, January 2015. (Revised October 2015.)
      • Article

      On Derivatives Markets and Social Welfare: A Theory of Empty Voting and Hidden Ownership

      By: Jordan M. Barry, John William Hatfield and Scott Duke Kominers
      In the past twenty-five years, derivatives markets have grown exponentially. Large, modern derivatives markets increasingly enable investors to hold economic interests in corporations without owning voting rights, and vice versa. This leads to both empty...  View Details
      Keywords: Voting; Corporate Disclosure; Financial Markets; Ownership
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      Barry, Jordan M., John William Hatfield, and Scott Duke Kominers. "On Derivatives Markets and Social Welfare: A Theory of Empty Voting and Hidden Ownership." Virginia Law Review 99, no. 6 (October 2013): 1103–1168.
      • September 2012 (Revised September 2014)
      • Case

      Doing Business in Brazil

      By: Aldo Musacchio, Gustavo A. Herrero, Ricardo Reisen de Pinho, Cintra Scott and Jill Avery
      This case examines the challenges and opportunities of doing business in Brazil. It highlights Brazil's ongoing economic transformation in the decades leading up to 2014 in the context of its historical, political, and cultural background. The case summarizes some of...  View Details
      Keywords: Emerging Market Finance; Emergent Countries; Business History; Economic History; Emerging Markets; Business Ventures; Strategy; Brazil
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      Musacchio, Aldo, Gustavo A. Herrero, Ricardo Reisen de Pinho, Cintra Scott, and Jill Avery. "Doing Business in Brazil." Harvard Business School Case 713-426, September 2012. (Revised September 2014.)
      • June 2012
      • Article

      The Transparency Paradox: A Role for Privacy in Organizational Learning and Operational Control

      By: Ethan S. Bernstein
      Using data from embedded participant-observers and a field experiment at the second largest mobile phone factory in the world, located in China, I theorize and test the implications of transparent organizational design on workers' productivity and organizational...  View Details
      Keywords: Transparency; Privacy; Organizational Learning; Operational Control; Organizational Performance; Chinese Manufacturing; Field Experiment; Rights; Interpersonal Communication; Management Practices and Processes; Ethics; Corporate Disclosure; Performance Productivity; Boundaries; Organizations; Social and Collaborative Networks; Labor and Management Relations; Power and Influence; Manufacturing Industry; China
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      Bernstein, Ethan S. "The Transparency Paradox: A Role for Privacy in Organizational Learning and Operational Control." Administrative Science Quarterly 57, no. 2 (June 2012): 181–216.
      • 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...  View Details
      Keywords: Online Technology; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
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      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.
      • May 2011
      • Case

      Oriental Fortune Capital: Building a Better Stock Exchange

      By: Josh Lerner and Keith Chi-ho Wong
      When ChiNext opened in October 2009 as the second tier market of the Shenzhen Stock Exchange (SZSE), it aimed to provide Chinese entrepreneurs with equity capital and to facilitate the exits of venture capital firms and other investors which had previously relied on...  View Details
      Keywords: Capital Markets; Stocks; Financial Markets; Venture Capital; Private Equity; International Finance; Financial Services Industry; China
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      Lerner, Josh, and Keith Chi-ho Wong. "Oriental Fortune Capital: Building a Better Stock Exchange." Harvard Business School Case 811-105, May 2011.
      • May 2011
      • Article

      Consequences and Institutional Determinants of Unregulated Corporate Financial Statements: Evidence from Embedded Value Reporting

      By: George Serafeim
      I analyze Embedded Value (EV) reporting by firms with life insurance operations to assess the impact of unregulated financial reporting on transparency and to examine the institutional characteristics that promote unregulated reporting. Under EV accounting the present...  View Details
      Keywords: Financial Statements; Mergers and Acquisitions; Financial Reporting; Cash Flow; Contracts; Equity; Profit; Value; Corporate Disclosure; Governing Rules, Regulations, and Reforms; Business and Shareholder Relations; Business Earnings
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      Serafeim, George. "Consequences and Institutional Determinants of Unregulated Corporate Financial Statements: Evidence from Embedded Value Reporting." Journal of Accounting Research 49, no. 2 (May 2011).
      • May 2004
      • Article

      Disclosure Practices of Foreign Companies Interacting with U.S. Markets

      By: Tarun Khanna, Krishna G. Palepu and Suraj Srinivasan
      We analyze the disclosure practices of companies as a function of their interaction with the U.S. markets for a group of 794 firms from 24 countries in Asia-Pacific and Europe. Our analysis uses the Transparency and Disclosure scores developed recently by Standard &...  View Details
      Keywords: Management Practices and Processes; Markets; Investment; Size; Performance; Cross-Cultural and Cross-Border Issues; Corporate Governance; Corporate Disclosure; Trade; United States; Asia; Europe
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      Khanna, Tarun, Krishna G. Palepu, and Suraj Srinivasan. "Disclosure Practices of Foreign Companies Interacting with U.S. Markets." Journal of Accounting Research 42, no. 2 (May 2004).
      • Teaching Interest

      Audit Committees in a New Era of Governance

      By: Suraj Srinivasan
      The last ten years has heightened demands on audit committees. Not only are they responsible for overseeing internal and external audits to ensure that investors receive accurate and transparent information, but they must ensure compliance with new accounting and...  View Details
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      Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees
      Creating Reciprocal Value Through Operational Transparency
      → Search All HBS Web
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