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Publications

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  • All HBS Web  (104,724)
    • Faculty Publications  (12)

    Show Results For

    • All HBS Web  (104,724)
      • Faculty Publications  (12)

      Feldberg, Alexandra C. Remove Feldberg, Alexandra C. →

      Page 1 of 12 Results
      • 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
      Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation
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      Feldberg, Alexandra C., and Tami Kim. "Fighting Bias on the Front Lines." Harvard Business Review 99, no. 6 (November–December 2021): 90–98.
      • October 2021
      • Background Note

      A Framework for Understanding Racial Disadvantage within Organizations

      By: Alexandra C. Feldberg, Letian Zhang and Anthony J. Mayo
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      Feldberg, Alexandra C., Letian Zhang, and Anthony J. Mayo. "A Framework for Understanding Racial Disadvantage within Organizations." Harvard Business School Background Note 422-035, October 2021.
      • October 2021
      • Case

      Allison Andersen and Kent Wade at Trilling Foods

      By: Alexandra C. Feldberg and Jeff Polzer
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      Feldberg, Alexandra C., and Jeff Polzer. "Allison Andersen and Kent Wade at Trilling Foods." Harvard Business School Case 422-003, October 2021.
      • May 2021
      • Background Note

      Brief Note on Portraying HBS Case Protagonists

      By: Alexandra C. Feldberg and Anthony J. Mayo
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      Feldberg, Alexandra C., and Anthony J. Mayo. "Brief Note on Portraying HBS Case Protagonists." Harvard Business School Background Note 421-050, May 2021.
      • 2018
      • Working Paper

      Butchers, Bakers, and Barcharts: How Codified Knowledge Affects Gender Differences in Performance

      By: Alexandra C. Feldberg
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      Feldberg, Alexandra C. "Butchers, Bakers, and Barcharts: How Codified Knowledge Affects Gender Differences in Performance." Working Paper, June 2018.
      • 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...  View Details
      Keywords: Internal Audit; Customers; Service Delivery; Prejudice and Bias; Race; Gender; Organizational Change and Adaptation
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      Feldberg, Alexandra C., and Tami Kim. "How Companies Can Identify Racial and Gender Bias in Their Customer Service." Harvard Business Review (website) (May 28, 2018).
      • 2018
      • Working Paper

      Breaking from Tradition: Women's Labor Force Participation and Investments in Females

      By: Alexandra C. Feldberg and Kathleen L. McGinn
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      Feldberg, Alexandra C., and Kathleen L. McGinn. "Breaking from Tradition: Women's Labor Force Participation and Investments in Females." Working Paper, March 2018.
      • 2018
      • Working Paper

      Managing from the Floor or the Office: Gender Differences in Managerial Activities

      By: Alexandra C. Feldberg
      Citation
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      Feldberg, Alexandra C. "Managing from the Floor or the Office: Gender Differences in Managerial Activities." Working Paper, January 2018.
      • 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...  View Details
      Keywords: Discrimination; Prejudice and Bias; Equality and Inequality
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      Ely, R., and A. Feldberg. "Organizational Remedies for Discrimination." In The Oxford Handbook of Workplace Discrimination, edited by Adrienne J. Colella and Eden B. King, 387–410. New York: Oxford University Press, 2018.
      • 2017
      • Working Paper

      Are You a Guest Here? Field Experiments on Racial Discrimination in Customer Service

      By: Alexandra C. Feldberg and Tami Kim
      Citation
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      Feldberg, Alexandra C., and Tami Kim. "Are You a Guest Here? Field Experiments on Racial Discrimination in Customer Service." Working Paper, December 2017.
      • 2017
      • Working Paper

      Having an Opinion versus Knowing the Facts: Success Strategies among Men and Women in a Global Investment Bank

      By: Alexandra C. Feldberg
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      Feldberg, Alexandra C. "Having an Opinion versus Knowing the Facts: Success Strategies among Men and Women in a Global Investment Bank." Working Paper, August 2017. (Winner, Dorothy Harlow Best Conference Paper Award, Academy of Management GDO Division 2017.)
      • Research Summary

      Overview

      By: Alexandra C. Feldberg
      Allie's research focuses on diversity, gender, and knowledge within organizations.  View Details
      Keywords: Knowledge Transfer; Bias; Technology; Diversity; Gender; Demographics; Knowledge Dissemination; Knowledge Management; Knowledge Sharing; Banking Industry; Consumer Products Industry; Financial Services Industry; Retail Industry; Travel Industry
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