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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
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How do incumbents fare in the face of increased service competition?
Buell, Ryan W.; Campbell, Dennis W.; Frei, Frances X. - 2011
Persistent link: https://www.econbiz.de/10008906627
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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
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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
Persistent link: https://www.econbiz.de/10003709865
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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