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  • Forthcoming
  • Article

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry
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  • 01 Jun 2024
  • News

Alumni Achievement Awards 2024

force for good in society—a belief that is core to our company’s values. In Guyana, we’re partnering with the Mt. Sinai Health System and the Guyanese government to modernize the country’s health care... View Details
  • 14 Jun 2016
  • First Look

June 14, 2016

patent applications in 1976 to 16% in 2008. This is partly driven by the increase in the prevalence of information and communication technology; however, even for patents unrelated to information and View Details
Keywords: Sean Silverthorne
  • Web

Redefining Productivity in the Value Chain - Institute For Strategy And Competitiveness

intensity Improving employee health and safety Enhancing the productivity and wages of lower income employees Recruiting that represents the diversity of customers and the communities where a company... View Details
  • 01 Sep 2023
  • News

Hands-on Learning About Global Markets

Global Leaders Maxwell Nii Laryea and his fellow Class of 2024 teammates Nitzan Israel, Arden Kreeger, Charlie Li, and Dylan Soukup saw the cultural differences while developing marketing concepts for Ellie Care, a technology platform based in Buenos Aires providing... View Details
Keywords: Jennifer Gillespie
  • 06 Jul 2016
  • What Do You Think?

How Do We Pay for the Costs of Globalization?

move will leave behind several hundred workers (out of the 2,100 whose jobs that will be terminated) whose skills may not be transferable, especially in today’s high tech labor market. The economic impact on their View Details
Keywords: by James L. Heskett; Manufacturing
  • 10 Oct 2023
  • Blog Post

Policy Drivers for Environmental Justice: What Businesses Need to Know

The White House released a memo with guidance surrounding Justice40 in which they define communities as “either a group of individuals living in geographic proximity to one another, or a geographically dispersed set of individuals (such... View Details
  • 25 Sep 2012
  • Working Paper Summaries

Colocation and Scientific Collaboration: Evidence from a Field Experiment

Keywords: by Kevin Boudreau, Ina Ganguli, Patrick Gaule, Eva Guinan & Karim Lakhani; Health
  • Web

Teacher Profiles - Case Method Project

Adams Caldwell High School Caldwell, ID Subjects: American Government VA Hope Adams George Washington High School (VA) Danville, VA WI Nick Adams East High School Madison, WI OR Tara Adams Reedsport Community Charter School Reedsport, OR... View Details
  • 19 May 2015
  • First Look

First Look: May 19

http://www.amazon.com/Land-Bargains-Chinese-Capitalism-Politics/dp/1107539870/ May 2015 Journal of Economic Perspectives Bitcoin: Economics, Technology, and Governance By: Böhme, Rainer, Nicolas Christin, Benjamin Edelman, and Tyler Moore Abstract—Bitcoin is an online... View Details
Keywords: Sean Silverthorne
  • Web

Interviewing - Alumni

position. Do communicate to the interviewer that you really want the position (and why) and that there is an excellent chance you would accept their offer (if this is true). Be prepared for questions you hope they won't ask. Be... View Details
  • 17 Feb 2022
  • Book

When Employees Feel a Sense of Purpose, Companies Succeed

workers to feel engaged and highly motivated, and they want those workers to muster creativity and diverse perspectives to solve problems. If workers have latitude to express... View Details
Keywords: by Ranjay Gulati
  • Blog

The Chao Center: The Heart of HBS Executive Education

as: Directions to places on or off campus, restaurant advice, or finding a taxi Package delivery Maintenance or housekeeping issues, lost keys, or other residence hall issues Laundry and dry cleaning Non-emergency health issues—from... View Details
  • May 2021
  • Article

Choice Architecture in Physician–patient Communication: A Mixed-methods Assessment of Physicians' Competency

By: J. Hart, K. Yadav, S. Szymanski, A. Summer, A. Tannenbaum, J. Zlatev, D. Daniels and S.D. Halpern
Background: Clinicians’ use of choice architecture, or how they present options, systematically influences the choices made by patients and their surrogate decision makers. However, clinicians may incompletely understand this influence.... View Details
Keywords: Choice Architecture; Health Care and Treatment; Interpersonal Communication; Decision Choices and Conditions; Competency and Skills
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  • November 2017
  • Case

The 'Wonder Drug' That Killed Babies

By: Joshua Lev Krieger, Tom Nicholas and Matthew Preble
In the early 1960s, a popular drug taken by patients worldwide for a range of maladies was found to cause severe birth defects and other health problems in babies born to mothers who had taken it during a certain stage of fetal development. As many as 10,000 children... View Details
Keywords: Regulation; Business and Government Relations; Business and Community Relations; Business and Stakeholder Relations; Product Marketing; Corporate Social Responsibility and Impact; Business History; Health; Government Legislation; Corporate Accountability; Ethics; Governing Rules, Regulations, and Reforms; Pharmaceutical Industry; Public Administration Industry; United States; United Kingdom; Australia; Germany; Europe
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  • 18 May 2010
  • First Look

First Look: May 18

suggest that the approach might be used more widely in teaching technology management, particularly with "digital natives," who have come of age in an environment crowded with engaging approaches to communication and... View Details
Keywords: Martha Lagace
  • 25 Aug 2022
  • News

Up on the Corner

housing in the next few years, and Dlodlo is currently looking to assume control of a large portfolio of vacant properties presented to her by community leaders, in which she intends to house frontline View Details
Keywords: Alexander Gelfand; photographed by Melissa Golden; Real Estate
  • 12 Aug 2014
  • First Look

First Look: August 12

continuing the event's success and momentum after its founder, Jennifer (Jen) Goodman Linn (HBS '99), passed away from MFH sarcoma. Jen and her husband, David Linn (HBS '00), had founded Cycle for Survival in 2007 as a way for Jen to give back to the View Details
Keywords: Sean Silverthorne
  • 25 Apr 2024
  • News

Origin Stories

Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Dan Morrell: Hi, this is Dan Morrell, host of Skydeck. Where we come from and how we were raised has a profound effect on who we become. The recipients of this year’s Alumni Achievement Award grew up... View Details
  • 17 Sep 2018
  • Research & Ideas

Welcome to Retirement. Who Am I Now?

friends and relatives or start small businesses as a new source of fulfillment. One woman who had been mentoring junior workers at her old firm volunteered her coaching services through a community... View Details
Keywords: by Dina Gerdeman; Entertainment & Recreation