Frances X. Frei

Harvard Business School

Associate Professor

Soldiers Field Road

Morgan Hall 411

Boston, MA 02163

United States

SCHOLARLY PAPERS

11

DOWNLOADS
Rank 48,435

SSRN RANKINGS

Top 48,435

in Total Papers Downloads

1,112

SSRN CITATIONS

5

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 773 (39,118)
Citation 10

Abstract:

Loading...

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 339 (108,362)
Citation 4

Abstract:

Loading...

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:

Loading...

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:

Loading...

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:

Loading...

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

Abstract:

Loading...

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

Abstract:

Loading...

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

Abstract:

Loading...

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

Abstract:

Loading...

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

Abstract:

Loading...

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

Abstract:

Loading...