| Craig M. Froehle, PhD |
| Associate Professor of Operations Management |
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 Dr. Froehle earned his BS in Mechanical Engineering and his MBA in Operations Management from the University of Cincinnati. Prior to earning his Ph.D. from the University of North Carolina at Chapel Hill and entering academia, he worked for several years as a mechanical engineer and project manager for an international engineering consulting firm. He also founded and ran a profitable online content business from 1996 to 2001, when it was acquired by a private US software company.
Dr. Froehle's research is focused on issues that integrate three topics: service operations management, operations strategy, and information technology. Managerial and theoretical issues laying at the intersection of these three topics are of particular interest, including the following:
- The strategic benefits and risks of integrating IT into service operations, and the trade-offs associated with service automation
- Design and analysis of technology-enabled customer service operations
- The operational challenges involved in delivering efficient yet personalized healthcare
- The drivers of high-quality, value-added customer experiences, and how operational components influence customer efficiency, satisfaction, and loyalty
- The empirical measurement, through surveys and other methods, of service quality, process improvement, and customer loyalty
Dr. Froehle has lead or contributed to research presented at academic conferences around the world, including POMS, POMS International/EurOMA, INFORMS, DSI, the Academy of Management, and other meetings. His research has been published in Production and Operations Management, the Journal of Operations Management, Decision Sciences, the Journal of Service Research, and elsewhere. For a complete list of publications and presentations, his vita is available upon request. He is an active member of the Production & Operations Management Society (POMS), INFORMS, and the Decision Sciences Institute (DSI).
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| Contact Information |
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| E-mail: |
craig.froehle@uc.edu |
Phone: |
(513) 556-7174 |
| Office/Address: |
521 Carl H. Lindner Hall
PO Box
Cincinnati, Ohio 45221- |
Fax: |
(513) 556-5499 |
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| Areas of Expertise |
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| General Expertise: |
Quantitative Analysis, Technology |
| Specific Expertise: |
Data Analysis, Operations Management, Quality Management, Technology & Innovation Management, Technology Adoption and Adaptation, Technology Adoption and Adaptation |
| Research Interests: |
Operational technologies, services management, healthcare operations, process improvement |
| Teaching Interests: |
Operations management, services management, healthcare operations, operations strategy |
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| Working Papers |
- Halsted, M.J., Froehle, C.M., Yang, H., Perry, L.S., Design, Implementation, and Assessment of a Radiology Workflow System
- Froehle, C.M., Narayanaswamy, B., White, D., Halsted, M.J., Interruption and Forgetting in a Knowledge-Intensive Service Environment
- Froehle, C.M., Halsted, M.J., Automating Medical Triage Decisions: Development of an Expert System for Radiology
- Froehle, C.M. and Roth, A.V., Designing the New Back-Office: Understanding Consumer Satisfaction with Technology-Mediated Customer Support Services
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| Publications |
- Froehle, C.M., Roth, A.V. 2007. A Resource-Process Framework of New Service Development. Production and Operations Management, 16:2, 169-188.
- Sampson, S.E., Froehle, C.M. 2006. Foundations and Implications of a Proposed Unified Services Theory. Production and Operations Management, 15:2, 329-343.
- Froehle, C.M. 2006. Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction. Decision Sciences, 37:1, 5-38.
- Froehle, C.M., Roth, A.V. 2004. New Measurement Scales for Evaluating Perceptions of the Technology-Mediated Customer Service Experience. Journal of Operations Management, 22:1, 1-21.
- Hill, A.V., Collier, D.A., Froehle, C.M., Goodale, J.C., Metters, R.D., Verma, R. 2002. Research Opportunities in Service Process Design. Journal of Operations Management, 20:2, 189-202.
- Froehle, C.M., Roth, A.V., Chase, R.B., Voss, C.A. 2000. Antecedents of New Service Development Effectiveness: An Exploratory Examination of Strategic Operations Choices. Journal of Service Research, 3:1, 3-17.
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| Affiliations |
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| Honors & Achievements |
- 2006 - Winner, IBM Best Paper Award - Production and Operations Management Society (POMS) College of Service Operations Annual Conference
- 2002 - Winner, Decision Science Institute (DSI) Elwood S. Buffa Doctoral Dissertation Award
- 2001 - Finalist, Journal of Service Research Federal Express Corporation Excellence in Service Research Award
- 2000 - Winner, Best Student Paper Award, Academy of Management Annual Meeting – OM
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| Education |
- PhD, Business Administration - University of North Carolina at Chapel Hill
- MBA - University of Cincinnati
- BS, Mechanical Engineering - University of Cincinnati
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