About Frances Frei

About Frances | About Anne Frances Frei authory headshotFrances Frei is the Senior Associate Dean, Director of Faculty Planning and Recruiting and UPS Foundation Professor of Service Management at Harvard Business School. 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. Frances 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 boards of advisors of several private companies. Frances received her PhD in operations and information management from the Wharton School at the University of Pennsylvania. She holds an ME in industrial engineering from Pennsylvania State University, and a BA in mathematics from the University of Pennsylvania.