Publications

Article

The Magic That Makes Customer Experiences Stick

By: Stefan Thomke

Why do some customer experiences have that magical "wow" factor, making them all destined for success, while others get few, if any, enthusiastic customer responses? How would we "design" a great customer experience? These are some of the questions that the article... View Details

Keywords: Customer Experience; Emotion; Innovation; Experimentation; Storytelling; Customer Satisfaction; Emotions; Design; Innovation and Invention

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April 2015
Article

Anxious and Egocentric: How Specific Emotions Influence Perspective Taking

By: Andrew R. Todd, Matthias Forstmann, Pascal Burgmer, Alison Wood Brooks and Adam D. Galinsky

People frequently feel anxious. Although prior research has extensively studied how feeling anxious shapes intrapsychic aspects of cognition, much less is known about how anxiety affects interpersonal aspects of cognition. Here, we examine the influence of incidental... View Details

Keywords: Anxiety; Egocentrism; Emotion; Perspective Taking; Risk and Uncertainty; Perspective; Emotions

April 2020
Article

Collective Emotions

By: Amit Goldenberg, David Garcia, Eran Halperin and James J. Gross

When analyzing situations in which multiple people are experiencing emotions together—whether the emotions are positive or negative and whether the situations are online or offline—we are intuitively drawn to the emotions of each individual in the situation. However,... View Details

Keywords: Emotions; Social Psychology

30 Jun 2014
Lessons from the Classroom

The Role of Emotions in Effective Negotiations

soon as the checkbook comes out a flood of emotions comes out with it—fear, anxiety, competiveness, anger, annoyance—all of which can influence what either side is willing to... View Details

Keywords: by Michael Blanding; Entertainment & Recreation; Sports

Article

The Emotional Tightrope of Downsizing: Hidden Challenges for Leaders and Their Organizations

By: Andrew Molinsky and Joshua D. Margolis

Keywords: Job Cuts and Outsourcing; Problems and Challenges; Emotions; Leadership; Organizations

March 2024
Article

What Makes Groups Emotional

By: Amit Goldenberg

When people experience emotions in a group, their emotions tend to have stronger intensity and to last longer. Why is that? This question has occupied thinkers throughout history, and with the use of digital media it is even more pressing today. Historically, attention... View Details

Keywords: Groups and Teams; Emotions; Cognition and Thinking; Interpersonal Communication

April 2018
Article

Scope versus Speed: Team Diversity, Leader Experience, and Patenting Outcomes for Firms

By: Prithwiraj Choudhury and Martine R. Haas

How does the organization of patenting activity affect a firm’s patenting outcomes? We investigate how the composition of patenting teams relates to both the scope of their patent applications and the speed of their patent approvals by examining the main effects of... View Details

Keywords: Leader Experience; Micro-foundations Of Innovation; Scope; Speed; Team Diversity; Within-firm Data; Groups and Teams; Diversity; Patents; Leadership; Experience and Expertise; Outcome or Result

August 11, 2023
Article

How CEOs Can Navigate the Emotional Labor of Leadership

By: Nitin Nohria

Although the CEO role comes with power, pay, and privilege, it also involves emotional labor, as leaders feel the toll of making divisive and unpopular decisions. This aspect of the job has become more challenging the last few years. This article offers leaders four... View Details

Keywords: Leadership Style; Work-Life Balance; Emotions

Research Summary

Emotional Experience, Expression, and Regulation

By: Alison Wood Brooks

Once considered irrational, emotions often exert a more profound influence on decision-making and workplace outcomes than logic or reason. Professor Brooks studies emotional experience, emotional expression, and how individuals can regulate their emotions... View Details

January 10, 2023
Editorial

Managing Your Team’s Emotional Dynamic

By: Amit Goldenberg

Collective emotion, when a group of people shares an emotion, is often stronger than a single individual feeling that same emotion alone. So, how can leaders manage emotions, particularly negative ones, from taking over a team? Four strategies from psychology—situation... View Details

Keywords: Emotions; Leadership; Groups and Teams

1992
Book

The Challenge of Organizational Change: How Companies Experience It and Leaders Guide It

By: R. M. Kanter, B. Stein and T. D. Jick

Keywords: Organizational Change and Adaptation; Problems and Challenges

2022
Article

Social Interactivity in Live Video Experiences Reduces Loneliness

By: Benjamin T. Kaveladze, Robert R. Morris, Rosa Victoria Dimitrova-Gammeltoft, Amit Goldenberg, James J. Gross, Judd Antin, Melissa Sandgren and Melissa C. Thomas-Hunt

Background: Loneliness, especially when chronic, can substantially reduce one's quality of life. However, positive social experiences might help to break cycles of loneliness by promoting more prosocial cognitions and behaviors. Internet-mediated live video... View Details

Keywords: Lonelines; Social Connection; Internet-mediated Communication; Experiment; Emotions; Well-being; Interpersonal Communication; Internet

October 2019
Case

Feeling Machines: Emotion AI at Affectiva

By: Shane Greenstein and John Masko

In 2016, Affectiva—a Boston-based emotion AI software company with a long track record of building emotion-sensing software for market research—had attempted to expand into new verticals by releasing a mobile software development kit (SDK) that downloaders could adapt... View Details

Keywords: Artificial Intelligence; Market Research; Business Model; Finance; Revenue; Decision Making; Risk and Uncertainty; Market Entry and Exit; Applications and Software; AI and Machine Learning; Information Technology Industry; Auto Industry; United States

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2019
Book

Race, Work, and Leadership: New Perspectives on the Black Experience

By: Laura Morgan Roberts, Anthony J. Mayo and David A. Thomas

Race, Work, and Leadership is a rare and important compilation of essays that examines how race matters in people’s experience of work and leadership. What does it mean to be black in corporate America today? How are racial dynamics in organizations changing?... View Details

Keywords: Race And Ethnicity; Diversity Management; Inclusion; Leader Selection; Race; Ethnicity; Diversity; Leadership; Leadership Development; Employment

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2018
Working Paper

Trust and Democracy: Leader Turnover during Economic Crises

By: Nathan Nunn, Nancy Qian and Jaya Y. Wen

We study the relationship between interpersonal trust and political stability in democratic countries. Using a six-decade-long annual country-level panel dataset, we find that recessions are more likely to cause political turnover in countries with lower levels of... View Details

Keywords: Interpersonal Trust; Recessions; Leader Turnover; Political Instability; Culture; Economic Slowdown and Stagnation; Trust; Political Elections

April 2019
Article

Rituals and Nuptials: The Emotional and Relational Consequences of Relationship Rituals

By: Ximena Garcia-Rada, Ovul Sezer and Michael I. Norton

Four studies reveal the benefits of relationship rituals: couples with relationship rituals report more positive emotions and greater relationship satisfaction and commitment than those without them. We show that rituals are crucial for understanding consumption... View Details

Keywords: Rituals; Relationship Satisfaction; Relationships; Satisfaction; Spending; Behavior; Perception; Emotions

October 17, 2023
Article

10 Emotions That Are Undervalued in the Workplace

By: Frances X. Frei and Anne Morriss

In their new book, Move Fast and Fix Things, Frances Frei and Anne Morriss outline five strategies to help leaders tackle their hardest problems and quickly make change. Their fourth strategy is about telling a compelling story about the change you need to... View Details

Keywords: Emotions; Organizational Change and Adaptation; Business or Company Management; Leading Change

April 2013
Article

Making a Difference Matters: Impact Unlocks the Emotional Benefits of Prosocial Spending

By: Lara B. Aknin, Elizabeth W. Dunn, Ashley V. Whillans, Adam M. Grant and Michael I. Norton

When does giving lead to happiness? Here, we present two studies demonstrating that the emotional benefits of spending money on others (prosocial spending) are unleashed when givers are aware of their positive impact. In Study 1, an experiment using real... View Details

Keywords: Prosocial Spending; Prosocial Impact; Subjective Well Being; Donations; Happiness; Philanthropy and Charitable Giving