Publications
Publications
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(117,310)
- Faculty Publications (174)
- January 2008 (Revised April 2008)
- Teaching Note
Pilgrim Bank (B): Customer Retention (TN)
By: Frances X. Frei and Dennis Campbell
Teaching Note for [602095]. View Details
- January 2008 (Revised April 2008)
- Teaching Note
Pilgrim Bank (C): Electronic Billpay (TN)
By: Frances X. Frei and Dennis Campbell
Teaching Note for [602103]. View Details
- September 2007 (Revised April 2008)
- Teaching Note
Verizon: The Introduction of DSL (TN)
By: Frances X. Frei and Amy C. Edmondson
Teaching Note for (2-602-070). View Details
- July 2007 (Revised April 2008)
- Teaching Note
Innovation at Progressive (TN) (A) & (B)
By: Frances X. Frei
- July 2007 (Revised April 2008)
- Teaching Note
Dell Computers: Field Service for Corporate Clients (A) and Transition (B) (TN)
By: Frances X. Frei
Teaching Note to (603-067) and (607-081). View Details
- July 2007 (Revised April 2008)
- Teaching Note
Rapid Rewards at Southwest Airlines (TN)
By: Frances X. Frei
- July 2007 (Revised April 2008)
- Teaching Note
Zipcar: Influencing Customer Behavior (TN)
By: Frances X. Frei
- May 2007
- Case
Westin Hotels and Resorts: Operations of a Lifestyle Experience
By: Frances X. Frei, Chekitan S. Dev and Laure Mougeot Stroock
Westin Hotels and Resorts adopted a new "lifestyle" brand strategy which provided guests with a new service experience. The dilemma Westin faced was how to operationally build a brand that delivered consistent service on intangible values. View Details
- May 2007 (Revised September 2007)
- Case
Cleveland Clinic
By: Frances X. Frei, Amy C. Edmondson, Christine van Keuren and Eliot Sherman
Cleveland Clinic is consistently ranked among the nation's most eminent hospitals, and for decades has been a leader in pioneering cardiac care. This case evaluates the methods, processes, and personnel that the hospital has cultivated over the years in order to... View Details
- March 2007 (Revised August 2007)
- Supplement
Dell Computers (B): The Transition
By: Frances X. Frei and Christine van Keuren
The case presents the outcome of the (A) case and explores challenges in the PC industry up to early 2007. Michael Dell's return as CEO is also discussed. View Details
- November 2006
- Article
Breaking the Trade-Off Between Efficiency and Service
By: Frances X. Frei
Keywords: Performance Efficiency
- April 2006
- Background Note
Informing Service Management with Customer Data
By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details
- April 2006 (Revised April 2008)
- Course Overview Note
Managing Service Operations: Understanding the Customer Operating Role
By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details
Keywords: Service Operations
- April 2006
- Background Note
Designing Sustainable Service Models
By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the... View Details
- April 2006 (Revised April 2008)
- Teaching Note
YUM! Brands, Inc: A Corporate Do-Over (TN)
By: Frances X. Frei and Amy C. Edmondson
Keywords: Food and Beverage Industry
- March 2006 (Revised April 2008)
- Teaching Note
Celebrity Cruises, Inc.: A Taste of Luxury (TN)
By: Frances X. Frei
Keywords: Tourism Industry
- March 2006 (Revised April 2008)
- Teaching Note
Store24 (TN) (A) and (B)
By: Frances X. Frei and Dennis Campbell
Keywords: Retail Industry