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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
This article presents research... View Details
- October 2021
- Background Note
A Framework for Understanding Racial Disadvantage within Organizations
- October 2021
- Case
Allison Andersen and Kent Wade at Trilling Foods
By: Alexandra C. Feldberg and Jeff Polzer
- May 2021
- Background Note
Brief Note on Portraying HBS Case Protagonists
By: Alexandra C. Feldberg and Anthony J. Mayo
- May 28, 2018
- Article
How Companies Can Identify Racial and Gender Bias in Their Customer Service
By: Alexandra C. Feldberg and Tami Kim
Research shows that minority customers — blacks and Asians — regularly receive worse customer service than whites in ways that are not immediately obvious to onlookers (or even managers). These results prompt a couple of questions for executives and managers. One, does...
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- 2018
- Chapter
Organizational Remedies for Discrimination
By: R. Ely and A. Feldberg
Laws now exist to protect employees from blatant forms of discrimination in hiring and promotion, but workplace discrimination persists in latent forms. These “second-generation” forms of bias arise in workplace structures, practices, and patterns of interaction that...
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- 2017
- Working Paper
Are You a Guest Here? Field Experiments on Racial Discrimination in Customer Service
By: Alexandra C. Feldberg and Tami Kim
- Research Summary
Overview
Allie's research focuses on diversity, gender, and knowledge within organizations.
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