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Uncommon service : how to win by putting customers at the core of your business

Frei, Frances X.; Morriss, Anne - 2012

Persistent link: https://www.econbiz.de/10009512402

How do incumbents fare in the face of increased service competition?

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Vier Gewinnerprinzipien für Dienstleister

Frei, Frances X. - In: Harvard-Business-Manager : das Wissen der Besten 30 (2008) 6, pp. 60-75

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The four things a service business must get right

Frei, Frances X. - In: Harvard business review : HBR 86 (2008) 4, pp. 70-80

Persistent link: https://www.econbiz.de/10003667491

The customer may not always be right : customer compatibility and service performance

Buell, Ryan W.; Campbell, Dennis W.; Frei, Frances X. - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1468-1488

Persistent link: https://www.econbiz.de/10012505994

The service productivity and quality challenge

Harker, Patrick T. (contributor) - 1995

Persistent link: https://www.econbiz.de/10000545292

Service competition, outsourcing and co-production in a queuing game

Cachon, Gérard P.; Harker, Patrick T. - 1999

Persistent link: https://www.econbiz.de/10001427402

The Service Productivity and Quality Challenge

Harker, Patrick T. - 1995

The recent global recession has revealed the vital importance of service-sector productivity in all developed economies. The challenge for scholars and professionals in productivity management (economics and management science) in the coming decade is clearly to improve the productivity of the...

Persistent link: https://www.econbiz.de/10013519866

The service productivity and quality challenge

Harker, Patrick T. (contributor) - 1995

Persistent link: https://www.econbiz.de/10004300407