Creating Reciprocal Value Through Operational Transparency
[working paper full text read; published version NOT READ, 2026-10-19] Buell, R. W., Kim, T., & Tsay, C.-J. (2017). 'Creating Reciprocal Value Through Operational Transparency.' Management Science, 63(6), 1673-1695. doi:10.1287/mnsc.2015.2411. Headline from the published abstract: the introduction of reciprocal operational transparency 'contributed to a 22.2% increase in customer-reported quality and reduced throughput times by 19.2%'. Field experiment 1: a grill station in a university dining hall in the north-eastern United States over two weeks, iPads used to open or close sight lines in a 2 (customers observe the chefs or not) by 2 (chefs observe the customers or not) staggered treatment
[working paper full text read; published version NOT READ, 2026-10-19] Buell, R. W., Kim, T., & Tsay, C.-J. (2017). 'Creating Reciprocal Value Through Operational Transparency.' Management Science, 63(6), 1673-1695. doi:10.1287/mnsc.2015.2411. Headline from the published abstract: the introduction of reciprocal operational transparency 'contributed to a 22.2% increase in customer-reported quality and reduced throughput times by 19.2%'. Field experiment 1: a grill station in a university dining hall in the north-eastern United States over two weeks, iPads used to open or close sight lines in a 2 (customers observe the chefs or not) by 2 (chefs observe the customers or not) staggered treatment
Written from the working paper full text read; published version NOT READ, 2026-10-19.
What our sources record
Recorded when this source was checked, figures included, with page references and quotation marks removed.
Buell, R. W., Kim, T., & Tsay, C.-J. (2017). Creating Reciprocal Value Through Operational Transparency. Management Science, 63(6), 1673-1695. doi:10.1287/mnsc.2015.2411.