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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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  • Web

Online Business Courses & Certifications | HBS Online

Learn from and network with peers before, during, and after your course. Ask questions, collaborate, give feedback, and share experiences View Details
  • 01 Feb 2022
  • Book

Innovation Isn’t Just for Startups: How Big Companies Can Succeed

a consensus seeker who wants to remain popular with colleagues that cling to a model that the explorer is committed to breaking. Kovac and her team needed to role model a new way of working for the firm. In her case, that meant hiring... View Details
Keywords: by Lane Lambert
  • December 2020
  • Supplement

Video Interview with Pandwe Gibson

By: Rosabeth M. Kanter and Joyce J. Kim
Four diverse women entrepreneurs launched their ventures in a thriving entrepreneurial ecosystem that was part of a shift to a creative technology-driven economy for Miami. Although Miami was rated the #1 U.S. city for startups in 2017, the region contained structural... View Details
Keywords: Female Entrepreneur; Entrepreneurial Ecosystems; Sexism; Racism; Entrepreneurship; Business Startups; Diversity; Gender; Race; Prejudice and Bias; City; Culture; Miami
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  • 2022
  • Working Paper

The Limits of Decentralized Administrative Data Collection: Experimental Evidence from Colombia

By: Natalia Garbiras-Diaz and Tara Slough
States collect vast amounts of data for use in policymaking and public administration. To do so, central governments frequently solicit data from decentralized bureaucrats. Because central governments use these data in policymaking, decentralized bureaucrats may face... View Details
Keywords: Decentralization; Policy-making; Policy/economics; Policy Evaluation; Governance; Government Administration; Government and Politics; Government Legislation; Policy; Public Opinion; Analytics and Data Science; Latin America; South America; Colombia
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  • May 2018
  • Article

Advice Giving: A Subtle Pathway to Power

By: M. Schaerer, L.P. Tost, L. Huang, F. Gino and R. P. Larrick
We propose that interpersonal behaviors can activate feelings of power, and we examine this idea in the context of advice giving. Specifically, we show a) that advice giving is an interpersonal behavior that enhances individuals’ sense of power and b) that those who... View Details
Keywords: Interpersonal Communication; Behavior; Power and Influence
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  • 18 Apr 2023
  • Research & Ideas

The Best Person to Lead Your Company Doesn't Work There—Yet

the operations expertise that PE firms bring to bear. CEO selection may soon become even more critical for PE funds, which have been grappling with inflation and rising interest rates that dampened... View Details
Keywords: by Rachel Layne; Financial Services
  • April, 2023
  • Article

Reducing Information Barriers to Solar Adoption: Experimental Evidence from India

By: Meera Mahadevan, Robyn C. Meeks and Takashi Yamano
Off-grid solar technologies hold promise for unelectrified and low-quality electricity settings; however, their adoption remains low. Important barriers to adoption, such as incomplete information remain relatively unexplored in developing countries. In collaboration... View Details
Keywords: Technology Adoption; Renewable Energy; Knowledge Sharing; Developing Countries and Economies; India
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  • April 2009 (Revised October 2010)
  • Case

Golden Rule

By: Andrew Wasynczuk, Katherine Dowd and Sara del Nido
Jim Golden wants to radically change how catastrophic trucking accident lawsuit claims are handled by his trucking company. He wants to “do the right thing” for both the claimant and his company. Golden is a former litigator with 16 years of experience defending... View Details
Keywords: Business Ethics; Business Law; Law; Executives; Management Education; Management; Negotiator's Dilemma; Negotiations; Value; Moral Compass; Moral Leadership; Lawsuits and Litigation; Ethics; Moral Sensibility; Corporate Accountability; Negotiation; Conflict and Resolution; Value Creation
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  • Article

Third-Party Punishment as a Costly Signal of High Continuation Probabilities in Repeated Games

By: Jillian J. Jordan and David G. Rand
Why do individuals pay costs to punish selfish behavior, even as third-party observers? A large body of research suggests that reputation plays an important role in motivating such third-party punishment (TPP). Here we focus on a recently proposed reputation-based... View Details
Keywords: Direct Reciprocity; Evolution; Dispersal; Cooperation; Trust; Reputation; Game Theory
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  • 20 Apr 2011
  • Research & Ideas

Blind Spots: We’re Not as Ethical as We Think

predict that they would confront the harasser and more likely to predict that they would stay silent (just as those in the actual situation did) than were those who were not asked to think about the motivation they would View Details
Keywords: by Sean Silverthorne

    Retire without Regrets

    This article explores the significant transition of retirement and offers insights into creating a satisfying postcareer life. It highlights the contrasting experiences of Irene and Lawrence, two retirees who navigated this change differently. Irene embraced... View Details

    • Web

    Profiles - MBA

    an authentic desire to build the world they want to live in. ” Tech areas of interest: AI/ML, Design, Human Computer Interaction, Sustainability, Privacy, Security & Trust Formative experience at the intersection of technology View Details
    • Web

    Contact Us

    outreach turned into the start of a mutually valuable partnership. One student shares her experience designing her own summer role with fashion brand Anine Bing—and how her proactive outreach turned into the start of a mutually valuable... View Details
    • 07 Jun 2023
    • Blog Post

    My One Case: MBA Class of 2023 Looks Back

    designed to alleviate burdens for frontline workers. The model—which included elements like scheduling, cross-training, and optimal store layouts—freed up employees to create a better service experience for... View Details
    • Web

    Health Care Initiative - Health Care

    Health Care Initiative Supporting a dynamic community MBA Experience MBA students focus on health care through industry-related courses, extracurricular activities, and recruiting opportunities. Faculty &... View Details
    • 24 Jul 2012
    • First Look

    First Look: July 24

    an Experiment with Commercial Bank Loan Officers Authors:Shawn Cole, Martin Kanz, and Leora Klapper Abstract This paper uses a series of experiments with commercial bank loan... View Details
    Keywords: Sean Silverthorne
    • 24 Feb 2009
    • First Look

    First Look: February 24, 2009

    decision-making procedures were unjust. Subtly activating performers' prosocial identities reversed these reactions. Results highlight how roles and identities shape the experience View Details
    Keywords: Martha Lagace
    • 16 Jul 2012
    • Research & Ideas

    Are You a Strategist?

    just on low prices but also with a singular customer experience that no other retailer has yet managed to duplicate. "IKEA has made very clear choices about who they will be and to whom they will matter,... View Details
    Keywords: by Carmen Nobel
    • 08 Nov 2016
    • News

    The Upside of Uncertainty