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(227)
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Show Results For
- All HBS Web
(227)
- News (83)
- Research (81)
- Events (1)
- Multimedia (11)
- Faculty Publications (27)
- May 2014
- Article
I'm Sorry About the Rain! Superfluous Apologies Demonstrate Empathic Concern and Increase Trust
By: A.W. Brooks, H. Dai and M.E. Schweitzer
Existing apology research has conceptualized apologies as a device to rebuild relationships following a transgression. As a result, apology research has failed to investigate the use of apologies for outcomes for which individuals are obviously not culpable (e.g.,... View Details
Keywords: Superfluous Apology; Apology; Benevolence-based Trust; Empathy; Stochastic Trust Game; Trust; Emotions; Societal Protocols
Brooks, A.W., H. Dai, and M.E. Schweitzer. "I'm Sorry About the Rain! Superfluous Apologies Demonstrate Empathic Concern and Increase Trust." Social Psychological & Personality Science 5, no. 4 (May 2014): 467–474.
- 19 May 2011
- Research & Ideas
Empathy: The Brand Equity of Retail
Harvard Business School, professor Ananth Raman discussed the importance of empathy in customer-facing business. "As we're talking about things like retail efficiency and profitability, this is a topic that I think needs more attention,"... View Details
- 28 Aug 2018
- News
The Digital Human: Confidante
- September 2011 (Revised February 2013)
- Case
Cleveland Clinic: Improving the Patient Experience
By: Ananth Raman and Anita L. Tucker
Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Performance Improvement; Service Delivery; Value Creation; Personal Characteristics; Human Needs
Raman, Ananth, and Anita L. Tucker. "Cleveland Clinic: Improving the Patient Experience." Harvard Business School Case 612-031, September 2011. (Revised February 2013.)
- May 2002 (Revised June 2002)
- Exercise
Negotiation Self-Assessment
This exercise helps students evaluate their negotiating style on traditional measures of creating versus claiming, and empathy and assertiveness. In just a few minutes, they can see where their natural style lies on a matrix. View Details
Wheeler, Michael A. "Negotiation Self-Assessment." Harvard Business School Exercise 902-218, May 2002. (Revised June 2002.)
- 19 Jan 2023
- Video
What is the Harvard MBA experience really like?
- 24 Feb 2016
- News
Why Do the British say 'sorry' so much?
- 06 Mar 2018
- News
United Airlines is sending employees to compassion training
- 01 Jul 2020
- Blog Post
How SVMP Helped Me Take My Next Steps (2+2) and Find Myself
grateful for was the opportunity to understand and live through a wide variety of circumstances. It built my empathy towards others and instilled in me a sense of gratitude for the small things in life. I went to MIT undergrad and studied... View Details
- October 2010
- Case
The Cleveland Clinic: Improving the Patient Experience (Abridged)
By: Ananth Raman, Anita L. Tucker and Rachel Gordon
Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen though if healthcare also considered question of "How does the patient feel?" This case looks at the... View Details
Keywords: Customer Satisfaction; Ethics; Health Care and Treatment; Six Sigma; Performance Improvement; Safety; Value Creation
Raman, Ananth, Anita L. Tucker, and Rachel Gordon. "The Cleveland Clinic: Improving the Patient Experience (Abridged)." Harvard Business School Case 611-015, October 2010.
- 12 Feb 2013
- News
Abraham Lincoln: A Man of Humility, Not Destiny
- 12 Jul 2021
- News
The Art of Constructing Apologies, with Sandra Sucher
- 03 Apr 2019
- News
Jacinda Ardern: A New Kind Of Leadership
- 09 Jul 2020
- News
5 Tips for Communicating with Employees During a Crisis
- 02 Jun 2020
- News
Great Leaders Use Tough Love to Improve Performance
- September 2012
- Article
The Bedside Manner of Homo Economicus: How and Why Priming an Economic Schema Reduces Compassion
By: Andrew Molinsky, Adam M. Grant and Joshua D. Margolis
We investigate how, why and when activating economic schemas reduces the compassion that individuals extend to others in need when delivering bad news. Across three experiments, we show that unobtrusively priming economic schemas decreases the compassion that... View Details
Molinsky, Andrew, Adam M. Grant, and Joshua D. Margolis. "The Bedside Manner of Homo Economicus: How and Why Priming an Economic Schema Reduces Compassion." Organizational Behavior and Human Decision Processes 119, no. 1 (September 2012): 27–37.