In the Moment
Frances X. Frei
FRANCES FREI holds an undergraduate degree in math, a master’s degree in industrial engineering, and a Ph.D. in operations and information management, the latter from the Wharton School of Business. As an academic, she studies the drivers of customer satisfaction, operating efficiency, and company profit within services firms—from multibillion-dollar financial services conglomerates to luxury lodging concerns. She has created a second-year elective course, Managing Service Operations, and published in journals such as the Harvard Business Review and Management Science.
Students appreciate her toughness and clarity ...
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