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All HBS Web
(115,842)
- Faculty Publications (169)
- July 2000 (Revised May 2002)
- Case
Gateway: Moving Beyond the Box
By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
Gateway has opened retail stores to differentiate itself from its competitors (e.g., Dell). Describes how the company has created an excellent service experience, but has struggled financially as a result.
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Keywords:
Transition;
Change Management;
Valuation;
Service Operations;
Service Delivery;
Distribution Channels;
Computer Industry;
Electronics Industry;
United States
Frei, Frances X., Youngme E. Moon, and Hanna Rodriguez-Farrar. "Gateway: Moving Beyond the Box." Harvard Business School Case 601-038, July 2000. (Revised May 2002.)
- May 26, 2000
- Article
Web Self-Service Can Be Self-Defeating
By: Frances X. Frei and Y. Moon
Keywords:
Internet and the Web
Frei, Frances X., and Y. Moon. "Web Self-Service Can Be Self-Defeating." American Banker (May 26, 2000).
- May–June 2000
- Article
Exploding the Self-Service Myth
Moon, Y., and F. Frei. "Exploding the Self-Service Myth." Harvard Business Review 78, no. 3 (May–June 2000): 26–27.
- September 1999
- Article
Process Variation as a Determinant of Bank Performance: Evidence from the Retail Banking Study
By: F. Frei, R. Kalakota, A. Leone and L. Marx
Frei, F., R. Kalakota, A. Leone, and L. Marx. "Process Variation as a Determinant of Bank Performance: Evidence from the Retail Banking Study." Management Science 45, no. 9 (September 1999): 1210–1220.
- August 1999
- Article
Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking
By: F. Frei and P. Harker
Frei, F., and P. Harker. "Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking." Journal of Service Research 1, no. 4 (August 1999): 300–312.
- 16 July 1999
- Article
Measuring Aggregate Process Performance Using AHP
By: Frances X. Frei and Patrick T. Harker
Frei, Frances X., and Patrick T. Harker. "Measuring Aggregate Process Performance Using AHP." European Journal of Operational Research 116, no. 2 (16 July 1999): 436–442.
- 1999
- Chapter
How Financial Firms Decide on Technology
By: Lorin M. Hitt, Frances X. Frei and Patrick T. Harker
- June 1999
- Article
Projections onto Efficient Frontiers: Theoretical and Computational Extensions to DEA
By: F. Frei and P. Harker
Frei, F., and P. Harker. "Projections onto Efficient Frontiers: Theoretical and Computational Extensions to DEA." Journal of Productivity Analysis 11, no. 3 (June 1999): 275–300.
- 1999
- Working Paper
Effective Call Center Management: Evidence from Financial Services
By: Ann Evensen, Patrick T. Harker and Frances X. Frei
Evensen, Ann, Patrick T. Harker, and Frances X. Frei. "Effective Call Center Management: Evidence from Financial Services." Harvard Business School Working Paper, No. 99-110, March 1999.
- 1999
- Working Paper
How Financial Firms Decide on Technology
By: Lorin M. Hitt, Frances X. Frei and Patrick T. Harker
Hitt, Lorin M., Frances X. Frei, and Patrick T. Harker. "How Financial Firms Decide on Technology." Harvard Business School Working Paper, No. 99-112, March 1999.
- 1999
- Working Paper
Value Creation and Process Management: Evidence from Retail Banking
By: Frances X. Frei and Patrick T. Harker
Frei, Frances X., and Patrick T. Harker. "Value Creation and Process Management: Evidence from Retail Banking." Harvard Business School Working Paper, No. 99-109, March 1999.
- Article
Measurement of Multiple Sites in Service Firms with Data Envelopment Analysis
By: R. Metters, F. Frei and V. Vargas
Metters, R., F. Frei, and V. Vargas. "Measurement of Multiple Sites in Service Firms with Data Envelopment Analysis." Production and Operations Management 8, no. 3 (Fall 1999): 264–281.
- 1997
- Chapter
Frontiers of Online Financial Services
By: R. Kalakota and F. Frei
- Teaching Interest
Field Immersion Experiences in Leadership Development
By: Frances X. Frei
HBS students have traditionally been immersed in a case-study method that has encouraged them to think like leaders. As a part of the school’s recent curriculum innovation, Field Immersion Experiences for Leadership Development (FIELD) gives students meaningful...
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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. ...
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- 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 individauls and organizations have the opportunity to vastly enhance individual effectiveness.
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- Teaching Interest
Leading Difference
By: Frances X. Frei
Leading Difference fundamentally challenges our view of the type of leadership that is needed in a world that is increasingly divided and in organizations that are increasingly diverse. Inclusion, in such a world, is an organizational advantage that is fundamental... 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...
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