Frances X. Frei

Harvard Business School

Associate Professor

Soldiers Field Road

Morgan Hall 411

Boston, MA 02163

United States

SCHOLARLY PAPERS

11

DOWNLOADS

1,243

SSRN CITATIONS

6

CROSSREF CITATIONS

6

Scholarly Papers (11)

1.

How Do Customers Respond to Increased Service Quality Competition?

Harvard Business School Accounting & Management Unit Working Paper No. 11-084, Harvard Business School Technology & Operations Mgt. Unit Working Paper No. 11-084
Number of pages: 36 Posted: 12 Feb 2011 Last Revised: 02 Mar 2016
Ryan W. Buell, Dennis Campbell and Frances X. Frei
Harvard Business School, Harvard University - Accounting & Control Unit and Harvard Business School
Downloads 796 (43,639)
Citation 10

Abstract:

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empirical service operations, service quality competition, customer defection, firm performance

2.

The Customer May Not Always Be Right: Customer Compatibility and Service Performance

Harvard Business School Accounting & Management Unit Working Paper No. 16-091, Harvard Business School Technology & Operations Mgt. Unit Working Paper No. 16-091
Number of pages: 61 Posted: 23 Feb 2018 Last Revised: 30 Jan 2020
Ryan W. Buell, Dennis Campbell and Frances X. Frei
Harvard Business School, Harvard University - Accounting & Control Unit and Harvard Business School
Downloads 447 (90,577)
Citation 4

Abstract:

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Service operations, customer compatibility, satisfaction, profitability

3.

Discovering Hidden Gems: The Story of Daryl Morey, Shane Battier, and the Houston Rockets (A)

Harvard Business School Technology & Operations Mgt. Unit Case No. 610-038
Posted: 19 Mar 2012
Frances X. Frei and Matthew Perlberg
Harvard Business School and Harvard University - Business School (HBS)

Abstract:

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4.

Discovering Hidden Gems: The Story of Daryl Morey, Shane Battier, and the Houston Rockets (B)

Harvard Business School Technology & Operations Mgt. Unit Case No. 610-039
Posted: 19 Mar 2012
Frances X. Frei and Matthew Perlberg
Harvard Business School and Harvard University - Business School (HBS)

Abstract:

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5.

Zappos.com 2009: Clothing, Customer Service and Company Culture

HBS Case No. 610-015, Harvard Business School Technology & Operations Mgt. Unit
Posted: 04 Nov 2009
Frances X. Frei, Robin J. Ely and Laura Winig
Harvard Business School, Harvard Business School, Organizational Behavior Unit and Harvard Business School, Global Research Group

Abstract:

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6.

Performance in Consumer Financial Services Organizations: Framework and Results from the Pilot Study

Posted: 05 Jul 1998
Frances X. Frei, Patrick T. Harker and Larry W. Hunter
Harvard Business School, University of Pennsylvania - Operations & Information Management Department and University of Wisconsin - Madison - Department of Management and Human Resources

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7.

Process Design and Efficiency: Evidence from Retail Banking

WFIC 96-04
Posted: 03 Jul 1998
Frances X. Frei and Patrick T. Harker
Harvard Business School and University of Pennsylvania - Operations & Information Management Department

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8.

Simon Report on Online Retail Banking: A Survey of Strategy, Technology, and Management Issues

CIS 96-03
Posted: 25 May 1998
Frances X. Frei and Ravi Kalakota
Harvard Business School and affiliation not provided to SSRN

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9.

Innovation in Retail Banking

97-48
Posted: 18 May 1998
Frances X. Frei, Patrick T. Harker and Larry W. Hunter
Harvard Business School, University of Pennsylvania - Operations & Information Management Department and University of Wisconsin - Madison - Department of Management and Human Resources

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10.

Projections Onto Efficient Frontiers: Theoretical and Computational Extensions to D.E.A.

Posted: 07 May 1998
Frances X. Frei and Patrick T. Harker
Harvard Business School and University of Pennsylvania - Operations & Information Management Department

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11.

Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking

Posted: 21 Apr 1998
Frances X. Frei and Patrick T. Harker
Harvard Business School and University of Pennsylvania - Operations & Information Management Department

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