Apology - Publications - Faculty & Research

26 Mar 2012
Research & Ideas

What Neuroscience Tells Us About Consumer Desire

centers correlated with whether a song achieved eventual commercial success. The OneRepublic song Apologize performed especially well in both the brain scans and the market. "Importantly, Berns and Moore also asked their original... View Details

Keywords: by Carmen Nobel; Consumer Products

23 Jan 2012
Research & Ideas

Break Your Addiction to Service Heroes

again, no one apologizes for this-is that patients can't choose their caregivers. They will get a Mayo Clinic diagnosis, and they will get it quickly, but it may not be a diagnosis from a specific, renowned doctor X. The system has been... View Details

Keywords: by Deborah Blagg; Service

01 Sep 2012
News

What’s the Big Idea?

January. “I hope women and men will take it,” he says. —JH Spotlighting Inequality Michael Norton “It’s not only what they don’t know that gets ’em into trouble, it’s what they know for sure that just ain’t so.” This aphorism (with View Details

Keywords: Garry Emmons;Julia Hanna;Roger Thompson; Corporate Services; Colleges, Universities, and Professional Schools; Educational Services; Management

29 Oct 2000
Research & Ideas

The Entrepreneurial Venture: A Conversation

customers on Valentine's Day, so we decided to offer the best customer service ever. We called every single customer and explained that our reshipment would be late. We sent a follow-up letter of apology from me and included a discount... View Details

Keywords: by Susan Young

02 Feb 2016
First Look

February 2, 2016

relationships with customers, the Bansals immediately drafted an apology and terminated the seller's agreement with Flipkart. Purchase this case: https://cb.hbsp.harvard.edu/cbmp/product/516017-PDF-ENG Harvard Business School Case 516-049... View Details

Keywords: Sean Silverthorne

30 Jul 2024
News

Reddit’s Rise

first part was, I feel like the first year and a half was almost like an apology tour, frankly, just, recognizing that we had had a windy path and not done everything we should have done in some of those years before I was there, before... View Details

01 Sep 2016
News

The Taxi Wars of Jakarta

who are no strangers to violent protests, mocked the ruckus with the Twitter hashtag #angrybird in reference to violence meted out by drivers from the dominant taxi company, Blue Bird. The company apologized and atoned with free trips... View Details

Keywords: Jeffrey Hutton; Illustrations by Josh Cochran

06 Dec 2021
News

Rescue & Recovery

Tuesday tumbled into Wednesday, CEO Neal Keny-Guyer hosted a town hall meeting; apologies were issued. Jacobs remembers the week as “unlike anything I’ve experienced,” he says. “On Thursday, what felt like all of the employees at our... View Details

Keywords: Jen McFarland Flint; photographed by Stephen Voss; Social Assistance; Health, Social Assistance

17 Apr 2019
News

Give It to Me Straight

direction on caring personally and moving up to radical candor, we move the wrong direction on challenging directly, and we wind up in the worst place of all, manipulative insincerity. This is where the false apology creeps in. This is... View Details

Keywords: Management, Scientific, and Technical Consulting Services; Professional Services

19 Jun 2017
News

Can Neuroscience Find You the Perfect Job?

where's the clicker for the presentation slides? And I'm like, well, I'm not with the event. I'm following you as a speaker. Again, people don't realize this, and they don't-- and then they'll come and apologize to me afterwards, and... View Details

01 Dec 2012
News

From Where We Stand

Choose a career that feeds your soul and your mind. Embrace your career and proceed with passion. Build relationships with everyone, regardless of job responsibility, gender, age, race, etc. Engage with integrity at all times. Feel comfortable View Details

Publications