Publications

Purchase

14 Jul 2020
Research & Ideas

Restarting Under Uncertainty: Managerial Experiences from Around the World

considered essential? How could employees’ safety be guaranteed? And, most recently, how can businesses preserve financial viability in the face of rapidly declining demand for products and services? The experiences we collected show... View Details

Keywords: by Raffaella Sadun, Andrea Bertoni, Alexia Delfino, Giovanni Fassio, and Mariapaola Testa

01 Jun 2015
News

Learning from Global Immersion Experiences

of Business Administration The wisdom of the Turkish proverb, “A tribulation is better than a hundred warnings,” was not lost on the HBS students who traveled to Istanbul this year as part of the required, yearlong FIELD (Field Immersion View Details

Article

Learning Through Noticing: Theory and Evidence from a Field Experiment

By: Rema Hanna, Sendhil Mullainathan and Joshua Schwartzstein

We consider a model of technological learning under which people "learn through noticing": they choose which input dimensions to attend to and subsequently learn about from available data. Using this model, we show how people with a great deal of experience may... View Details

Keywords: Perception; Behavior; Learning

20 Dec 2017
Lessons from the Classroom

How to Design a Better Customer Experience

workshops. He will be running the session in the Leading Product Innovation executive education program on the HBS campus in February. Creating a memorable experience When it comes to providing the type of View Details

Keywords: by Dina Gerdeman; Health; Entertainment & Recreation

08 Mar 2022
News

Gender Equity at Work Advances at 'Glacial Pace,' New Harvard Survey Shows

Keywords: gender bias

2009
Working Paper

Firsthand Experience and the Subsequent Role of Reflected Knowledge in Cultivating Trust in Global Collaboration

By: Mark Mortensen and T. B. Neeley

While scholars contend that firsthand experience—time spent onsite observing the people, places, and norms of a distant locale—is crucial in globally distributed collaboration, how such experience actually affects interpersonal dynamics is poorly understood. Based on... View Details

Keywords: Interpersonal Communication; Experience and Expertise; Globalized Firms and Management; Knowledge Acquisition; Knowledge Use and Leverage; Trust

September 2023
Article

Measuring Time Use in Rural India: Design and Validation of a Low-Cost Survey Module

By: Erica Field, Rohini Pande, Natalia Rigol, Simone Schaner, Elena Stacy and Charity Troyer Moore

Time use data can help us understand individual labor supply choices, especially for women who often provide unpaid care and home production. Although enumerator-assisted diary-based time use data collection is suitable for low-literacy populations, it is costly and... View Details

Keywords: Time Use; Measurement and Metrics; Gender; Labor

Web

Online Transforming Customer Experiences Course | HBS Online

Senior Project Coordinator, Social Performance Division at ERM Read more learner stories * Source: 2022 surveys and course data All FAQs Transforming Customer Experiences FAQs What are the learning... View Details

14 Sep 2021
News

Pandemic Has Sped Up Pace that Some Work Skills Become Obsolete by 70 Percent, Survey Finds

13 Mar 2023
Research & Ideas

The Power of Personal Connections: How Shared Experiences Boost Performance

percentage points higher in patient satisfaction surveys than specialists with whom the primary care doctor didn’t train, finds new research published in JAMA Internal Medicine. PCPs and specialists who spent their early years together... View Details

Keywords: by Rachel Layne; Health

May 2013
Article

Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-satisfaction Surveys

By: James Merlino and Ananth Raman

The Cleveland Clinic has long had a reputation for medical excellence. But in 2009 the CEO acknowledged that patients did not think much of their experience there, and he decided to act. Since then the Clinic has leaped to the top tier of patient-satisfaction surveys,... View Details

Keywords: Health Care and Treatment; Customer Satisfaction; Health Industry; Cleveland

June 2023
Article

Do Job Seekers Value Diversity Information? Evidence from a Field Experiment and Human Capital Disclosures

By: Jung Ho Choi, Joseph Pacelli, Kristina M. Rennekamp and Sorabh Tomar

We examine how information about the diversity of a potential employer's workforce affects individuals’ job-seeking behavior. We embed a field experiment in job recommendation emails from a leading career advice agency in the U.S. The experimental treatment involves... View Details

Keywords: Diversity; Job Search; Employees; Corporate Disclosure

Purchase

05 Jul 2021
What Do You Think?

Do Companies Really Need Chief Experience Officers to Know Their Customers?

in 2019 that nearly 90 percent of 401 organizations it surveyed employed a chief experience officer, a chief customer officer, or an equivalent. To achieve their goals, CXOs often have to bring together... View Details

Keywords: by James Heskett

February 2021
Article

Testing the Waters: Behavior across Participant Pools

By: Erik Snowberg and Leeat Yariv

We leverage a large-scale incentivized survey eliciting behaviors from (almost) an entire university student population, a representative sample of the U.S. population, and Amazon Mechanical Turk (MTurk) to address concerns about the external validity of experiments... View Details

Keywords: Lab Selection; External Validity; Experiments; Behavior; Surveys; Analytics and Data Science; Analysis

2014
Article

In Search of the Self at Work: Young Adults' Experiences of a Dual Identity Organization

By: Michel Anteby and Amy Wrzesniewski

Purpose: Multiple forces that shape the identities of adolescents and young adults also influence their subsequent career choices. Early work experiences are key among these forces. Recognizing this, youth service programs have emerged worldwide with the hope of... View Details

Keywords: Organizational Identity; Socialization; Youth; Youth Service Programs; Identity; Mission and Purpose; Age; Personal Development and Career; Service Industry; Europe

23 Oct 2019
News

An Experiment in Online Education Reaches 50,000 Learners in Five Years

that has educated more than 50,000 people in 170 countries. “We have brought much of what is special about the HBS experience to life online, helping the School to achieve its educational mission of educating leaders, wherever they are... View Details

Keywords: HBS Online; Educational Innovation

April 2023
Article

Performance on Patient Experience Measures of Former Chief Medical Residents as Physician Exemplars Chosen by the Profession

By: Lucy Chen and J. Michael McWilliams

OBJECTIVE To compare care for patients of primary care physicians (PCPs) who were former chiefs with care for patients of nonchief PCPs.

DESIGN, SETTING, AND PARTICIPANTS Using 2010 to 2018 Medicare Fee-For-Service Consumer Assessment of Healthcare... View Details

Keywords: Performance Evaluation; Forecasting and Prediction; Knowledge Use and Leverage; Competency and Skills; Surveys; Health Industry

Purchase

September 2015 (Revised March 2017)
Technical Note

FIELD Global Immersion: Developing Customer Empathy

By: Jill Avery

The Design Thinking process begins with empathizing with potential customers. Empathizing, being aware of, interpreting, and understanding the thoughts of others, as well as being able to vicariously experience them oneself, requires the careful and deliberate study of... View Details

Keywords: Market Research; Design Thinking; Customer Behavior; Ethnography; Interviews; Surveys; A/B Testing; Experimentation; Marketing; Customer Focus and Relationships; Consumer Behavior; Demand and Consumers