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Identifying the Biases Behind Your Bad Decisions

Harvard Business Review

OCTOBER 31, 2014

In a recent paper , scholars Ryan Buell and Mike Norton (both at Harvard Business School) studied ways in which service organizations could improve customer satisfaction. In one of their studies, Buell and Norton created a fictitious travel website and asked people to search for a flight from Boston to Los Angeles. Here’s how it works.

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Norton Operations Ryan Airlines 11
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How Self-Service Kiosks Are Changing Customer Behavior

Harvard Business Review

MARCH 11, 2015

I talked with Ryan Buell , an assistant professor at the Harvard Business School, who studies the intersection of operations and customer behavior. After you enter your preferred travel details and click submit, you see the different websites that it’s searching and a running tally of the best rates found so far.

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Banking Technology Norton Ryan 8
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