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Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Anne Morriss, Frances Frei

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About the Authors

FRANCES FREI is the UPS Foundation Professor of Service Management at Harvard Business School and the Chair of the MBA Required Curriculum at HBS. Her research investigates how organizations can more effectively design service excellence and has been published in top-tier journals such as Management Science and Harvard Business Review. In addition, she has published dozens of case studies across a variety of industries, including financial services, government, retail, software, telecommunications, and hospitality.

Many of those case studies appear in Managing Service Operations, an elective course Frances developed to examine organizations’ efforts to design, manage, and improve service experiences. She currently teaches and ...

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