empathy - Publications - Faculty & Research

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

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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

Keywords: by Carmen Nobel; Health

22 Jul 2018
News

Harvard Study Reveals One Word Is the Secret to Being Likable and Emotionally Intelligent

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

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18 May 2023
Video

McKenzie Preston presents "Let's (Not) Talk About It: Why and When Leader Input Solicitation On DEI Issues Yields Employee Silence

May 2002 (Revised June 2002)
Exercise

Negotiation Self-Assessment

By: Michael A. Wheeler

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

Keywords: Negotiation; Attitudes

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19 Jan 2023
Video

What is the Harvard MBA experience really like?

24 Feb 2016
News

Why Do the British say 'sorry' so much?

07 Sep 2021
News

5 Tips To Successfully Make A Hybrid Setup Work For You And Your Boss

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

12 Feb 2013
News

Abraham Lincoln: A Man of Humility, Not Destiny

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

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