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(1,029)
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- Faculty Publications (534)
Show Results For
- All HBS Web
(1,029)
- People (2)
- News (290)
- Research (629)
- Events (2)
- Multimedia (32)
- Faculty Publications (534)
- 09 Oct 2023
- News
Accelerating Excellence With Trust
- 01 Jun 2003
- News
Portraits from the Class of 2003
Laurent Chenot “I want to raise my kids for whoever they are, not for what I want them to be.” First Novel: Angel, written, looking for publisher Born: Sainte-Adresse, France First Trip to United States: summer 1994, intern at Michelin in... View Details
- 01 Mar 2014
- News
Book Review: The Old West
Pinto says Western business leaders have shown "extraordinary complacency in the face of upheavals." The numbers don't look good for the West. The United States, Great Britain, and France have each seen their average GDP growth hover... View Details
Keywords: Maureen Harmon
- 06 May 2024
- News
Who’s Happiest at Work? Hint: It’s Not Women
- 03 Oct 2023
- News
10 Pitfalls That Destroy Organizational Trust
- 01 Jun 2008
- News
The Prophet of Start-Ups
development during World War II, spearheaded the construction of an HBS-like business school in France (INSEAD), and, perhaps most notably, launched the modern venture capital industry. His remarkable life is the subject of a new... View Details
- 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
- 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
- March 2008
- Supplement
GuestFirst Hotel (A) and (B) (CW)
By: Frances X. Frei
Keywords: Accommodations Industry
- January 2008 (Revised April 2008)
- Teaching Note
First Union Corporation (A): Future Bank (TN)
By: Frances X. Frei
Teaching Note for [602013]. View Details
- 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
Innovation at Progressive (TN) (A) & (B)
By: Frances X. Frei
- March 2006 (Revised April 2008)
- Teaching Note
Celebrity Cruises, Inc.: A Taste of Luxury (TN)
By: Frances X. Frei
Keywords: Tourism Industry
- March 2006
- Background Note
Customer-Introduced Variability in Service Operations
By: Frances X. Frei
Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or... View Details
Frei, Frances X. "Customer-Introduced Variability in Service Operations." Harvard Business School Background Note 606-063, March 2006.
- August 2005 (Revised April 2008)
- Teaching Note
GuestFirst Hotel (A): Statistics Review with Data Desk (TN)
By: Frances X. Frei
Presents an overview of the statistical analysis covered in the case discussion. View Details
Keywords: Mathematical Methods
- Article
Beyond the Carrot and the Stick: New Alternatives for Influencing Customer Behavior
By: Frances X. Frei
Frei, Frances X. "Beyond the Carrot and the Stick: New Alternatives for Influencing Customer Behavior." Harvard Management Update 8, no. 3 (March 2003).