Frances Frei

7 catalog papers. Identity-linked publications and additional name matches are distinguished below.

ORCID: 0000-0003-4423-5445

Harvard Business School, Harvard University, Boston, Massachusetts 02163

Publications

• The Customer May Not Always Be Right: Customer Compatibility and Service Performance — Management Science 2021
• How Do Customers Respond to Increased Service Quality Competition? — Manufacturing & Service Operations Management 2016
• Market Heterogeneity and Local Capacity Decisions in Services — Manufacturing & Service Operations Management 2011
• Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel — Management Science 2010
• Are Self-Service Customers Satisfied or Stuck? — Production and Operations Management 2010
• Do Better Customers Utilize Electronic Distribution Channels? The Case of PC Banking — Management Science 2002
• MEASUREMENT OF MULTIPLE SITES IN SERVICE FIRMS WITH DATA ENVELOPMENT ANALYSIS — Production and Operations Management 1999