| Do better customers utilize electronic distribution channels? The case of PC banking LM Hitt, FX Frei Management Science 48 (6), 732-748, 2002 | 437 | 2002 |
| Breaking the trade-off between efficiency and service FX Frei Harvard business review 84 (11), 92, 2006 | 422 | 2006 |
| The four things a service business must get right FX Frei Harvard business review 86 (4), 70-80, 2008 | 340 | 2008 |
| Cost structure, customer profitability, and retention implications of self-service distribution channels: Evidence from customer behavior in an online banking channel D Campbell, F Frei Management Science 56 (1), 4-24, 2010 | 326 | 2010 |
| Process variation as a determinant of bank performance: evidence from the retail banking study FX Frei, R Kalakota, AJ Leone, LM Marx Management Science 45 (9), 1210-1220, 1999 | 201 | 1999 |
| Projections onto efficient frontiers: theoretical and computational extensions to DEA FX Frei, PT Harker Journal of Productivity analysis 11, 275-300, 1999 | 172 | 1999 |
| Measuring aggregate process performance using AHP FX Frei, PT Harker European Journal of Operational Research 116 (2), 436-442, 1999 | 146 | 1999 |
| Are self‐service customers satisfied or stuck? RW Buell, D Campbell, FX Frei Production and Operations Management 19 (6), 679-697, 2010 | 138 | 2010 |
| Measuring the efficiency of service delivery processes: an application to retail banking FX Frei, PT Harker Journal of service research 1 (4), 300-312, 1999 | 127 | 1999 |
| Exploding the self-service myth Y Moon, FX Frei Harvard Business Review 78 (3), 26-26, 2000 | 126 | 2000 |
| Innovation in retail banking FX Frei, PT Harker, LW Hunter SSRN, 2014 | 123 | 2014 |
| Inside the black box: what makes a bank efficient? FX Frei, PT Harker, LW Hunter Performance of Financial Institutions: Efficiency, Innovation, Regulation …, 2000 | 105 | 2000 |
| Uncommon service: How to win by putting customers at the core of your business FX Frei, F Frei, A Morriss Harvard Business Press, 2012 | 100 | 2012 |
| Begin with trust FX Frei, A Morriss Harvard Business Review 98 (3), 112-121, 2020 | 95 | 2020 |
| The persistence of customer profitability: Empirical evidence and implications from a financial services firm D Campbell, F Frei Journal of Service Research 7 (2), 107-123, 2004 | 84 | 2004 |
| Measurement of multiple sites in service firms with data envelopment analysis RD Metters, FX Frei, VA Vargas Production and Operations Management 8 (3), 264-281, 1999 | 84 | 1999 |
| How do customers respond to increased service quality competition? RW Buell, D Campbell, FX Frei Manufacturing & Service Operations Management 18 (4), 585-607, 2016 | 83 | 2016 |
| How financial firms decide on technology LM Hitt, FX Frei, PT Harker Brookings-Wharton Papers on Financial Services 1999, 93-136, 1999 | 62 | 1999 |
| Market heterogeneity and local capacity decisions in services D Campbell, F Frei Manufacturing & Service Operations Management 13 (1), 2-19, 2011 | 58 | 2011 |
| Effective call center management: Evidence from financial services A Evensen, FX Frei, PT Harker Division of Research, Harvard Business School, 1999 | 57 | 1999 |
Patrick T. HarkerFederal Reserve Bank of Philadelphia在 phil.frb.org 的电子邮件经过验证
