Publications

February 2023 (Revised July 2023)
Case

Moleskine Foundation: Can Creativity Change the World?

By: Ryan Raffaelli, Alexandra C. Feldberg and Sarah Gulick

The Italy-based Moleskine Foundation worked with young adults in Africa and Europe to inspire social change through art and creative projects. Adama Sanneh, the newly appointed CEO of the Moleskine Foundation, faced several challenges: First, he had to make his own... View Details

Keywords: Nonprofit Organizations; Social Enterprise; Leadership; Identity; Strategy; Education Industry; Italy; Africa; Europe; United States

December 2022
Article

The Task Bind: Explaining Gender Differences in Managerial Tasks and Performance

This multi-method study of managers in a grocery chain identifies a novel mechanism by which threats of gender stereotypes undermine women’s ability to be effective managers. I find that women managers face a task bind, a dilemma that managers experience as they try to... View Details

Keywords: Gender Stereotypes; Gender; Managerial Roles; Performance Expectations

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Article

Fighting Bias on the Front Lines

By: Alexandra C. Feldberg and Tami Kim

Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
This article presents research... View Details

Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation

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October 2021
Background Note

A Framework for Understanding Racial Disadvantage within Organizations

By: Alexandra C. Feldberg, Letian Zhang and Anthony J. Mayo

May 2021
Background Note

Brief Note on Portraying HBS Case Protagonists

By: Alexandra C. Feldberg and Anthony J. Mayo

2018
Working Paper

Butchers, Bakers, and Barcharts: How Codified Knowledge Affects Gender Differences in Performance

May 28, 2018
Article

How Companies Can Identify Racial and Gender Bias in Their Customer Service

By: Alexandra C. Feldberg and Tami Kim

Research shows that minority customers — blacks and Asians — regularly receive worse customer service than whites in ways that are not immediately obvious to onlookers (or even managers). These results prompt a couple of questions for executives and managers. One, does... View Details

Keywords: Internal Audit; Customers; Service Delivery; Prejudice and Bias; Race; Gender; Organizational Change and Adaptation

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2018
Working Paper

Breaking from Tradition: Women's Labor Force Participation and Investments in Females

By: Alexandra C. Feldberg and Kathleen L. McGinn

2018
Working Paper

Managing from the Floor or the Office: Gender Differences in Managerial Activities

2018
Chapter

Organizational Remedies for Discrimination

By: R. Ely and A. Feldberg

Laws now exist to protect employees from blatant forms of discrimination in hiring and promotion, but workplace discrimination persists in latent forms. These “second-generation” forms of bias arise in workplace structures, practices, and patterns of interaction that... View Details

Keywords: Discrimination; Prejudice and Bias; Equality and Inequality

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2017
Working Paper

Are You a Guest Here? Field Experiments on Racial Discrimination in Customer Service

By: Alexandra C. Feldberg and Tami Kim

2017
Working Paper

Having an Opinion versus Knowing the Facts: Success Strategies among Men and Women in a Global Investment Bank

Research Summary

Overview