is the UPS Foundation Professor of Service Management and Senior Associate Dean for Faculty Planning and Recruiting at Harvard Business School. She is the best-selling author of Uncommon Service: How to Win by Putting Customers at the Core of Your Business
(Harvard Business Review Press). Her research examines how organizations can build service models that reliably deliver excellence. Her work 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. These cases include Zipcar, eBay, Southwest Airlines, Tiffany’s, Houston Rockets, Commerce Bank, Progressive Insurance, Orient Express Hotels and Zappos, among others.
Many of those case studies appear in "Managing Service Operations", an elective course she developed that investigates organizations’ efforts to diagnose and improve service experiences. The course trains students on how to design operating environments that deliver on customer promises while creating value for broader stakeholders. In support of this agenda, students learn to foster and manage organizational improvement, learning, and innovation. Professor Frei has received the HBS Student Association Faculty Award for teaching excellence on multiple occasions, as well as teaching awards from the Wharton School of Business and the University of Rochester.
Professor Frei regularly advises organizations seeking to create greater value through their service experiences. Her advisory work focuses on helping companies to make strategic choices that allow them to profitably differentiate on service. She serves on the Board of Directors of Advance Auto Parts and serves on the boards of advisors of several private companies.
Professor Frei received her Ph.D. in Operations and Information Management from the Wharton School at the University of Pennsylvania. She holds an M.E. in Industrial Engineering from Pennsylvania State University, and a B.A. in Mathematics from the University of Pennsylvania.
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