Frances Frei

Harvard Business School - Boston / United States

Business & Management / Business Administration

AD Scientific Index ID: 1329582

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Frances Frei's MOST POPULAR ARTICLES

1-) Do better customers utilize electronic distribution channels? The case of PC bankingLM Hitt, FX FreiManagement Science 48 (6), 732-748, 20024232002

2-) Breaking the trade-off between efficiency and serviceFX FreiHarvard business review 84 (11), 92, 20064152006

3-) The Four Things a Service Business Must Get RightXF FreiHarvard Business Review, 20083492008

4-) Cost structure, customer profitability, and retention implications of self-service distribution channels: Evidence from customer behavior in an online banking channelD Campbell, F FreiManagement Science 56 (1), 4-24, 20103392010

5-) Process variation as a determinant of bank performance: evidence from the retail banking studyFX Frei, R Kalakota, AJ Leone, LM MarxManagement Science 45 (9), 1210-1220, 19992101999

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