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Show Results For
-
All HBS Web
(433)
- News (113)
- Research (270)
- Events (1)
- Multimedia (1)
- Faculty Publications (169)
- 24 Apr 2012
- First Look
First Look: April 24
mitigate these frictions. Read the paper: http://www.hbs.edu/research/pdf/09-116.pdf Sustainable Cities: Oxymoron or the Shape of the Future? Authors:Robert G. Eccles, Annissa Alusi, Amy C. Edmondson, and Tiona Zuzul Publication:Chap. 18 in Infrastructure...
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Carmen Nobel
- 07 May 2013
- First Look
First Look: May 7
Quality Competition? By: Buell, Ryan W., Dennis Campbell, and Frances X. Frei Abstract—When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of...
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Carmen Nobel
- 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.)
- 2010
- Chapter
Cost Structure Patterns in the Asset Management Industry
By: Dennis Campbell and Frances X. Frei
This chapter examines patterns in the cost structure of asset management firms and establishes two important trends in cost behavior. First, when revenues are growing, "indirect" costs related to sales, distribution, marketing, personnel, technology, and occupancy are...
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- March 2006 (Revised April 2008)
- Teaching Note
Store24 (TN) (A) and (B)
By: Frances X. Frei and Dennis Campbell
Keywords:
Retail Industry
- April 2002 (Revised March 2006)
- Background Note
Economics of Retail Banking Note
By: Frances X. Frei and Dennis Campbell
Explains the financial operations of retail banking, highlighting profitability challenges facing the industry. For U.S. banks, it is quite common for more than half of the customer base to be unprofitable and to have relatively few customers make up the vast majority...
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Keywords:
Customers;
Economics;
Cost;
Banks and Banking;
Profit;
Revenue;
Service Operations;
Banking Industry;
United States
Frei, Frances X., and Dennis Campbell. "Economics of Retail Banking Note." Harvard Business School Background Note 602-153, April 2002. (Revised March 2006.)
- 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).
- August 2005 (Revised March 2006)
- Case
Moneyball (A): What Are You Paying For?
By: Frances X. Frei, Dennis Campbell and Eliot Sherman
Explores the contextual elements of Major League Baseball and presents data to allow for an analytic examination of alleged market inefficiencies within the sport.
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Keywords:
Market Design;
Performance;
Sports;
Compensation and Benefits;
Sports Industry;
United States
Frei, Frances X., Dennis Campbell, and Eliot Sherman. "Moneyball (A): What Are You Paying For?" Harvard Business School Case 606-025, August 2005. (Revised March 2006.)
- August 2005
- Supplement
Moneyball (B): Do You Get What You Pay For?
By: Frances X. Frei, Dennis Campbell and Eliot Sherman
Frei, Frances X., Dennis Campbell, and Eliot Sherman. "Moneyball (B): Do You Get What You Pay For?" Harvard Business School Supplement 606-026, August 2005.
- 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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- 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
- April 2008
- Teaching Note
Central Bank: The ChexSystemsSM QualiFile® Decision (TN)
By: Dennis Campbell and Francisco de Asis Martinez-Jerez
Teaching Note for [208029].
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