Frances X. Frei
Associate Professor of Business Administration, Harvard Business School
Analysis Group Contact
Brian Gorin
Education:
Ph.D., operations and information management, the Wharton School, University of Pennsylvania; M.E., industrial engineering, Pennsylvania State University
Summary of Experience:
Professor Frei's research focuses on developing strategies to help firms design service excellence, with an emphasis on training and managing customers. Her academic research has been published in top-tier journals such as Management Science and Harvard Business Review. In addition, she has published dozens of case studies on companies in the financial services, government, retail, software, telecommunications, and travel and leisure sectors. She teaches and consults at firms around the world. At Harvard, Professor Frei has developed a second-year elective course, Managing Service Operations, which focuses on tools and frameworks to drive performance for service firms and service aspects of product firms.