Frances X. Frei

Publication Activity (10 Years)

Years Active: 1999-2021
Publications (10 Years): 2

Top Topics

Incident Management

Customer Satisfaction

Service Quality

Customer Support

Top Venues

Manuf. Serv. Oper. Manag.

Publications

Ryan W. Buell, Dennis Campbell, Frances X. Frei
The Customer May Not Always Be Right: Customer Compatibility and Service Performance. Manag. Sci. 67 (3) (2021)
Ryan W. Buell, Dennis Campbell, Frances X. Frei
How Do Customers Respond to Increased Service Quality Competition? Manuf. Serv. Oper. Manag. 18 (4) (2016)
Dennis Campbell, Frances X. Frei
Market Heterogeneity and Local Capacity Decisions in Services. Manuf. Serv. Oper. Manag. 13 (1) (2011)
Dennis Campbell, Frances X. Frei
Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel. Manag. Sci. 56 (1) (2010)
Lorin M. Hitt, Frances X. Frei
Do Better Customers Utilize Electronic Distribution Channels? The Case of PC Banking. Manag. Sci. 48 (6) (2002)
Frances X. Frei, Patrick T. Harker
Measuring aggregate process performance using AHP. Eur. J. Oper. Res. 116 (2) (1999)