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Show Results For
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All HBS Web
(446)
- News (113)
- Research (269)
- Events (1)
- Multimedia (1)
- Faculty Publications (169)
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- November 2001 (Revised October 2017)
- Case
GuestFirst Hotel (A): Customer Loyalty
By: Frances X. Frei and Dennis Campbell
Provides a hotel context in which to explore the link between customer loyalty and financial performance, using four years of hotel data. Challenges students to find the extent of the relationship between loyalty and performance.
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Keywords:
Motivation and Incentives;
Mathematical Methods;
Finance;
Performance;
Relationships;
Customer Focus and Relationships;
Data and Data Sets;
Accommodations Industry
Frei, Frances X., and Dennis Campbell. "GuestFirst Hotel (A): Customer Loyalty." Harvard Business School Case 602-099, November 2001. (Revised October 2017.)
- November 2001 (Revised August 2005)
- Case
BigEast Bank (A): Credit Card Approval
By: Frances X. Frei and Dennis Campbell
BigEast is considering adopting a relationship-centric view in its credit card approval process. This would shift the bank's current practice of analyzing applications based on the merits of a single product to one where the customer's existing relationship is...
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Keywords:
Customers;
Forecasting and Prediction;
Banks and Banking;
Analytics and Data Science;
Managerial Roles;
Relationships;
Adoption;
Banking Industry
Frei, Frances X., and Dennis Campbell. "BigEast Bank (A): Credit Card Approval." Harvard Business School Case 602-098, November 2001. (Revised August 2005.)
- October 2001 (Revised October 2017)
- Supplement
Pilgrim Bank (C): Electronic Billpay
By: Frances X. Frei and Dennis Campbell
Supplements the (A) case.
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Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (C): Electronic Billpay." Harvard Business School Supplement 602-103, October 2001. (Revised October 2017.)
- Article
The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
By: Dennis Campbell and Frances X. Frei
This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,...
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Keywords:
Cost;
Service Operations;
Distribution Channels;
Consumer Behavior;
Internet and the Web;
Banks and Banking;
Technology Adoption;
Service Delivery;
Market Transactions;
Market Participation;
Profit;
Retail Industry;
Banking Industry;
United States
Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
- November 2004
- Article
The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm
By: Dennis Campbell and Frances X. Frei
Keywords:
Customers;
Markets;
Information;
Finance;
Business Ventures;
Profit;
Financial Services Industry
Campbell, Dennis, and Frances X. Frei. "The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm." Journal of Service Research 7, no. 2 (November 2004).
- February 2003 (Revised March 2004)
- Case
Store24
By: Susan L. Kulp, V.G. Narayanan and Dennis Campbell
Illustrates how nonfinancial performance measures can be used to manage a business and evaluate the success of a strategy.
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Keywords:
Business or Company Management;
Balanced Scorecard;
Performance Evaluation;
Strategy;
Retail Industry
Kulp, Susan L., V.G. Narayanan, and Dennis Campbell. "Store24." Harvard Business School Case 103-058, February 2003. (Revised March 2004.)
- January 2020 (Revised June 2020)
- Case
Handelsbanken: Going Digital
By: Dennis W. Campbell and Kerry Herman
Campbell, Dennis W., and Kerry Herman. "Handelsbanken: Going Digital." Harvard Business School Case 120-049, January 2020. (Revised June 2020.)
- January 2008 (Revised April 2008)
- Teaching Note
Pilgrim Bank (B): Customer Retention (TN)
By: Frances X. Frei and Dennis Campbell
Teaching Note for [602095].
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- January 2008 (Revised April 2008)
- Teaching Note
Pilgrim Bank (A): Customer Profitability (TN)
By: Frances X. Frei and Dennis Campbell
Teaching Note for 602104.
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- June 2001 (Revised July 2001)
- Case
Boston Lyric Opera
By: Robert S. Kaplan and Dennis Campbell
The Boston Lyric Opera was the fastest growing opera company in North America during the 1990s. Having successfully completed a move to a larger facility in 1999, the board and general director recognize the need to develop a formal strategic planning and governance...
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Keywords:
Balanced Scorecard;
Strategic Planning;
Arts;
Growth and Development Strategy;
Governing and Advisory Boards;
Fine Arts Industry;
Massachusetts
Kaplan, Robert S., and Dennis Campbell. "Boston Lyric Opera." Harvard Business School Case 101-111, June 2001. (Revised July 2001.)
- 05 May 2009
- First Look
First Look: May 5, 2009
Survive—Thrive: Leading Innovation in Good Times and Bad Authors:Lynda M. Applegate and Bruce Harreld Abstract Battered by contracting markets and frozen credit, many businesses today are fighting for survival. Indeed, the current global...
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Keywords:
Martha Lagace
- February 2011
- Supplement
Dataset for "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel" (CW)
By: Dennis Campbell and Francisco de Asis Martinez-Jerez
Datasets of gaming and hotel customers to perform analysis for the case.
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- April 2007 (Revised April 2011)
- Teaching Note
Slots, Tables, and All that Jazz: Managing Customer Profitability at the MGM Grand Hotel (TN)
By: Dennis Campbell and Francisco de Asis Martinez-Jerez
Teaching note to 106029.
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- September 2015 (Revised July 2016)
- Case
Handelsbanken: May 2002
By: Amar Bhide, Dennis Campbell and Kristin Stack
Keywords:
Banking Industry
Bhide, Amar, Dennis Campbell, and Kristin Stack. "Handelsbanken: May 2002." Harvard Business School Case 116-019, September 2015. (Revised July 2016.)
- April 2014 (Revised June 2014)
- Case
Wawa Inc.
By: Blythe J. McGarvie, Dennis Campbell and Kristin Stack
Retailing requires attention to detail and customer and employee loyalty. Wawa is a 50-year old food retailer with almost a cult-like following. With $9 billion in revenues, Wawa is the 50th largest privately-held company in the US. Learn how they have accomplished...
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McGarvie, Blythe J., Dennis Campbell, and Kristin Stack. "Wawa Inc." Harvard Business School Case 114-086, April 2014. (Revised June 2014.)
- August, 2022
- Article
Billing and Insurance-Related Administrative Costs: A Cross-National Analysis
By: Barak D. Richman, Robert S. Kaplan, Japees Kohli, Dennis Purcell, Mahek Shah, Igna Bonfrer, Brian Golden, Rosemary Hannam, Will Mitchell, Daniel Cehic, Garry Crispin and Kevin A. Schulman
Billing and insurance-related costs are a significant source of wasteful health care spending in Organization for Economic Cooperation and Development nations, but these administrative burdens vary across national systems. We executed a microlevel accounting of these...
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Richman, Barak D., Robert S. Kaplan, Japees Kohli, Dennis Purcell, Mahek Shah, Igna Bonfrer, Brian Golden, Rosemary Hannam, Will Mitchell, Daniel Cehic, Garry Crispin, and Kevin A. Schulman. "Billing and Insurance-Related Administrative Costs: A Cross-National Analysis." Health Affairs 41, no. 8 (August, 2022): 1098–1106.
- 21 Feb 2017
- First Look
First Look at New Research: February 21
States, Neeley argues that an organization’s lingua franca is the catalyst by which all employees become some kind of “expat”(someone detached from their mother tongue or home culture). Through her unfettered access to the inner workings...
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Keywords:
Carmen Nobel
- 29 Apr 2014
- First Look
First Look: April 29
Publications August 2013 Journal of Financial Economics X-CAPM: An Extrapolative Capital Asset Pricing Model By: Barberis, Nicholas, Robin Greenwood, Lawrence Jin, and Andrei Shleifer Abstract—Survey evidence suggests that many investors form beliefs about future...
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Keywords:
Sean Silverthorne
- 05 Nov 2007
- What Do You Think?
Why Is Succession So Badly Managed?
needs at any particular moment." She also posed the problem of finding insider "CEO material willing to wait in the sidelines." Andrew Campbell commented that "you often have to reassess your succession plan when the...
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Keywords:
Re: James L. Heskett
- 24 Nov 2009
- First Look
First Look: Nov. 24
divisions. Our two studies allow us to demonstrate that spontaneous within-game dialogue and manipulated pre-game talk lead to the same results. Download the paper: http://www.hbs.edu/research/pdf/10-039.pdf PublicationsCost Structure Patterns in the Asset Management...
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Keywords:
Martha Lagace