For Nada Sanders, the most important breakthroughs have rarely come from perfect data or elegant models. They have come from friction — from the moment when theory fails, when numbers resist, and when human behavior refuses to fit neatly into equations. It is in that tension that she has built her career, not by forcing the world to match the model, but by reshaping the model to reflect the world as it is.
Technology now lets firms detect service failures and issue instant apologies at scale. But across five studies, including a large field experiment with a food delivery company, researchers found that apologizing when customers are unaware of a failure can backfire—reducing satisfaction, trust, recommendations, repeat purchases, and revenue. The research finds that this is because apologies increase customers' awareness that something went wrong and label it as a “failure,” often overshadowing any warmth or honesty they signal. By contrast, when customers already recognize a problem or complain, apologies help. Leaders must design policies that consider timing, customer awareness, complaints, and legal or ethical obligations in order to maintain customer satisfaction and loyalty.
As social media platforms increasingly lean on artificial intelligence to spot misinformation, new research suggests those tools don't work equally well for everyone.
The chip industry is increasingly central to aspects of the current administration's foreign policy.
On Tuesday, April 7, D'Amore-McKim School of Business professors Valentina Marano, Ravi Ramamurti, and Gary Young convened academic and industry leaders for a panel discussion on the partnership models driving innovation across the global life-sciences ecosystem.
Most executives admit they leave money on the table. Edward Wertheim has spent decades teaching them why.
Debates on corporate taxation hinge crucially on how firms respond to changing tax incentives. This column uses administrative tax data from 16 countries and a unified empirical framework to estimate corporate taxable income elasticities. It shows that the responsiveness of corporate taxable income varies widely across economies, and there are large differences in efficiency costs of corporate taxation as well. The differences are linked to tax system design, firm characteristics, and economic fundamentals. The results imply that identical tax reforms can produce very different revenue and efficiency outcomes.
The position comes after years of excellence in scholarship and service to the preeminent group for accounting academics.
Bhatia will be joining Morgan Stanley as an investment banker after graduation.
Inspired by a D'Amore-McKim professor, Asprelli started a non-profit to donate beauty products to women in need.
Fossil fuel companies want you to think they're leaders in renewables — researchers say their communication strategy suggests otherwise.
Recent market fluctuations beg questions about whether the market is entering another cycle of volatility driven by geopolitical shocks.