experience - Publications - Faculty & Research

26 Jun 2023
Research & Ideas

Want to Leave a Lasting Impression on Customers? Don't Forget the (Proverbial) Fireworks

marketers think of the customer experience like a play in three acts—pre-purchase, purchase, and post-purchase. However, research by De Freitas and fellow researchers looked more holistically at the customer journey and found that most... View Details

Keywords: by Michael Blanding; Entertainment & Recreation

03 Oct 2022
Research & Ideas

Why a Failed Startup Might Be Good for Your Career After All

charismatic but controversial cofounder of WeWork, who quit as CEO in 2019 after a bungled initial public offering amid questions about his business practices. “The market values the experience they have and rewards them in terms of high... View Details

Keywords: by Sean Silverthorne

26 Sep 2023
Research & Ideas

Unpacking That Icky Feeling of 'Shopping' for Diverse Job Candidates

When companies try to hire employees from specific ethnic or racial backgrounds to meet their diversity, equity, and inclusion goals, an uncomfortable feeling often creeps into the process. Particularly among well-intentioned white advocates, there can be a sense that... View Details

Keywords: by Kristen Senz

05 Dec 2023
Research & Ideas

Are Virtual Tours Still Worth It in Real Estate? Evidence from 75,000 Home Sales

processing. They examined each home’s sale price, number of days on the market, and initial price. Then, they screened for 3D virtual tours, which combine images and interactive features to simulate the experience of walking through a... View Details

Keywords: by Rachel Layne; Real Estate

16 Jul 2020
Research & Ideas

Restaurant Revolution: How the Industry Is Fighting to Stay Alive

dine-in locations, operators are identifying new staff positions, including “concierges” to manage entry and employees assigned to sanitize tables, chairs, and restrooms. Anecdotally, early experiences from states opening up show some... View Details

Keywords: by Michael S. Kaufman, Lena G. Goldberg, and Jill Avery; Food & Beverage

December 2022
Article

'Just Letting You Know…': Underestimating Others' Desire for Constructive Feedback

By: Nicole Abi-Esber, Jennifer E. Abel, Juliana Schroeder and Francesca Gino

People often avoid giving feedback to others even when it would help fix a problem immediately. Indeed, in a pilot field study (N=155), only 2.6% of individuals provided feedback to survey administrators that the administrators had food or marker on their faces.... View Details

Keywords: Feedback; Helping; Prosocial Behavior; Misprediction; Relationships; Interpersonal Communication; Perspective

Citation

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April 2022 (Revised May 2022)
Case

Mastercard Labs (A)

By: Linda A. Hill, Sunil Gupta, Emily Tedards and Julia Kelley

When Ajaypal (Ajay) Banga became the CEO of Mastercard in 2010, he shifted the company’s competitive focus from card networks to cash itself. Mastercard’s new vision of a “World Beyond Cash” distilled into a three-pronged framework: Grow the core business, Diversify... View Details

Citation

Educators

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26 Oct 2021
News

What Companies Want Most in a CEO: A Good Listener

07 Mar 2023
HBS Case

ChatGPT: Did Big Tech Set Up the World for an AI Bias Disaster?

ChatGPT’s buzzy debut has made for a rough few months for Google. Close watchers of the tech giant say: It didn’t have to go this way. Essentially scooped by a competitor on its home turf, Google has scrambled to release its own artificial intelligence (AI) mega-system... View Details

Keywords: by Scott Van Voorhis; Technology

04 Oct 2023
News

Harvard Business School Announces 2023-2024 Cohort of Executive Fellows

04 Apr 2016
HBS Seminar

Ariel Stern, Harvard Business School

Jan 07 2021
Testimonial

Benefitting from Time in a Virtual World

Jan 29 2024
Testimonial

Driving Positive Change on Corporate Boards

06 Mar 2024
News

Harvard Business School Announces Spring 2024 Cohort of Executive Fellows

Oct 08 2019
Testimonial

Adding New Skills to a Successful Career

09 Nov 2023
Blog Post

The No. 1 Character Trait You Will Need to Succeed in Business

If you choose to pursue a career in business, I can guarantee that you will experience moments that will test you as never before. At times like those, what quality will you need more than any other? I believe that quality is courage.... View Details

14 Aug 2023
Blog Post

Crossing the Bridge: A Reflection on the HKS/HBS Joint Degree Program

facilitate positive social impact. Thus, I pursued a program that allowed me to learn expansively and ultimately identify a career path that would allow me to combine my passions and purpose. How have you leveraged your unique educational View Details

20 Feb 2024
News

Honoring the History of Black Americans in the Military

11 Mar 2024
Blog Post

A Day in the Life: Ben Hsieh

6:30 AM: I wake up – grateful that I’m naturally a morning person and our classes start at 9:30. The morning is my favorite time of day, and I begin my daily routine by reading with my coffee (my current fantasy binge is the Red Rising series), playing the NYT Word... View Details

10 Jan 2023
Op-Ed

Time to Move On? Career Advice for Entrepreneurs Preparing for the Next Stage

lowlights What are 1-2 highlights from your experience? This could be a memory of your first big product launch, closing a hard funding round or even just that night that all hell broke loose and you fixed a hairy bug at 2 a.m. What made these View Details

Keywords: by Julia Austin

Publications