Measuring aggregate process performance using AHP. - Frances X. Frei; Patrick T. Harker (Eur. J. Oper. Res., 1999)

Do Better Customers Utilize Electronic Distribution Channels? The Case of PC Banking. - Lorin M. Hitt; Frances X. Frei (Manag. Sci., 2002)

Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel. - Dennis Campbell; Frances X. Frei (Manag. Sci., 2010)

Market Heterogeneity and Local Capacity Decisions in Services. - Dennis Campbell; Frances X. Frei (Manuf. Serv. Oper. Manag., 2011)

How Do Customers Respond to Increased Service Quality Competition? - Ryan W. Buell; Dennis Campbell; Frances X. Frei (Manuf. Serv. Oper. Manag., 2016)

The Customer May Not Always Be Right: Customer Compatibility and Service Performance. - Ryan W. Buell; Dennis Campbell; Frances X. Frei (Manag. Sci., 2021)