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Frei, Frances X.Remove Frei, Frances X. →

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  • Article

Measurement of Multiple Sites in Service Firms with Data Envelopment Analysis

By: R. Metters, F. Frei and V. Vargas
Keywords: Measurement and Metrics; Data and Data Sets; Service Industry
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  • 1997
  • Chapter

Frontiers of Online Financial Services

By: R. Kalakota and F. Frei
Keywords: Internet and the Web; Finance; Financial Services Industry; Information Technology Industry
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  • Research Summary

How to Manage Customers for Increased Profits and Customer Satisfaction

By: Frances X. Frei
For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. ... View Details
  • Research Summary

Individual Effectiveness

By: Frances X. Frei
This research investigates how to create the conditions for individuals to thrive.  The work is guided by the observation that individuals and organizations have the opportunity to vastly enhance individual effectiveness. View Details
Keywords: Individual; Effective Leadership In Turbulent Times
  • Research Summary

Managing Customer Information

By: Frances X. Frei
After a service offering is implemented, firms routinely collect significant amounts of data, including customer, employee, and firm financial data. However, service firms are not nearly as effective as they could be in taking advantage of these data. This research... View Details
  • Research Summary

Managing Service Operations Course Development

By: Frances X. Frei
Managing Service Operations is an Elective Curriculum course taught at HBS. Over thirty cases and exercises have been created for the course. For a list of the cases developed for this course, please see the Publications link below.  For the most recent syllabus,... View Details
  • Research Summary

Managing the Operating Role of Customers

By: Frances X. Frei
Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the... View Details
  • Research Summary

Organizational Effectiveness

By: Frances X. Frei
This research studies the obstacles that systematically get in the way of organizational effectiveness.  In the past I have paid particular attention to service organizations, which account for over 70% of organizations in most developed countries.  This research... View Details
Keywords: Organizational Effectiveness; Organizations; Entrepreneurship; Service; Growth; Management
  • Research Summary

Service Excellence by Design

By: Frances X. Frei
This research addresses how to design sustainable service models that deliver ongoing value to both customers and the firm. In particular, the research reveals three principles of effective service management (see View Details