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Publications

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  • All HBS Web  (120,055)
    • Faculty Publications  (105)

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    • All HBS Web  (120,055)
      • Faculty Publications  (105)

      Campbell, DennisRemove Campbell, Dennis →

      ← Page 4 of 105 Results →
      • April 2008
      • Teaching Note

      China Resources Corporation (TN) (A) and (B)

      By: Dennis Campbell
      Teaching Note for [107013] and [107015]. View Details
      Keywords: Balanced Scorecard; Governance Controls; Performance Productivity; Problems and Challenges; State Ownership; Strategy; China
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      Campbell, Dennis. "China Resources Corporation (TN) (A) and (B)." Harvard Business School Teaching Note 108-074, April 2008.
      • April 2008 (Revised October 2008)
      • Case

      TD Canada Trust (A): The Green and the Red

      By: Dennis Campbell and Brent Kazan
      The case series illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers... View Details
      Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Commercial Banking; Profit; Balanced Scorecard; Organizational Change and Adaptation; Banking Industry; Canada
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      Campbell, Dennis, and Brent Kazan. "TD Canada Trust (A): The Green and the Red." Harvard Business School Case 108-005, April 2008. (Revised October 2008.)
      • April 2008 (Revised October 2008)
      • Supplement

      TD Canada Trust (B): Linking the Service Model to the P&L

      By: Dennis Campbell and Brent Kazan
      Keywords: Profit; Banks and Banking; Banking Industry
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      Campbell, Dennis, and Brent Kazan. "TD Canada Trust (B): Linking the Service Model to the P&L." Harvard Business School Supplement 108-043, April 2008. (Revised October 2008.)
      • April 2008 (Revised October 2008)
      • Supplement

      TD Canada Trust (C): Translating the Service Model to Service Operations

      By: Dennis Campbell and Brent Kazan
      Keywords: Banks and Banking; Business Model; Service Operations; Banking Industry; Canada
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      Campbell, Dennis, and Brent Kazan. "TD Canada Trust (C): Translating the Service Model to Service Operations." Harvard Business School Supplement 108-055, April 2008. (Revised October 2008.)
      • April 2008
      • Teaching Note

      Central Bank: The ChexSystemsSM QualiFile® Decision (TN)

      By: Dennis Campbell and Francisco de Asis Martinez-Jerez
      Teaching Note for [208029]. View Details
      Keywords: Banks and Banking; Banking Industry
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      Campbell, Dennis, and Francisco de Asis Martinez-Jerez. "Central Bank: The ChexSystemsSM QualiFile® Decision (TN)." Harvard Business School Teaching Note 208-038, April 2008.
      • April 2008
      • Teaching Note

      Managing Service Operations: The Managerial Research Design Process

      By: Frances X. Frei and Dennis Campbell
      Keywords: Service Operations; Management
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      Frei, Frances X., and Dennis Campbell. "Managing Service Operations: The Managerial Research Design Process." Harvard Business School Teaching Note 608-155, April 2008.
      • April 2008
      • Module Note

      Improvement with Customer-Operators

      By: Frances X. Frei and Dennis Campbell
      Taught as the third module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Explores how firms can systematically leverage their customer-operators in the organizational improvement process is... View Details
      Keywords: Service Operations; Performance Improvement; Customer Focus and Relationships; Framework; Employees; Business Model; Management Practices and Processes; Organizational Design
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      Frei, Frances X., and Dennis Campbell. "Improvement with Customer-Operators." Harvard Business School Module Note 608-135, April 2008.
      • 2008
      • Working Paper

      Organizational Design and Control across Multiple Markets: The Case of Franchising in the Convenience Store Industry

      By: Dennis Campbell
      Many companies operate units which are dispersed across different types of markets, and thus serve significantly diverging customer bases. Such market-type dispersion is likely to compromise the headquarters' ability to control its local managers' behavior and... View Details
      Keywords: Business Headquarters; Customer Focus and Relationships; Geographic Location; Governance Controls; Organizational Design; Franchise Ownership; Retail Industry
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      Campbell, Dennis. "Organizational Design and Control across Multiple Markets: The Case of Franchising in the Convenience Store Industry." Harvard Business School Working Paper, No. 08-091, April 2008.
      • March 2008
      • Case

      Shangri-La Hotels

      By: Dennis Campbell and Brent Kazan
      In November 2006, Symon Bridle, the newly appointed chief operating officer of Shangri-La Hotels and Resorts, was thinking about a number of organizational issues that presented challenges to Shangri-La's rapid expansion strategy. There were three major issues at hand:... View Details
      Keywords: Employees; Growth and Development Strategy; Standards; Service Delivery; Organizational Culture; Accommodations Industry; China; Europe; North America
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      Campbell, Dennis, and Brent Kazan. "Shangri-La Hotels." Harvard Business School Case 108-006, March 2008.
      • January 2008 (Revised April 2008)
      • Teaching Note

      Pilgrim Bank (A): Customer Profitability (TN)

      By: Frances X. Frei and Dennis Campbell
      Teaching Note for 602104. View Details
      Keywords: Customers; Profit; Banks and Banking; Banking Industry
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      Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (A): Customer Profitability (TN)." Harvard Business School Teaching Note 608-115, January 2008. (Revised April 2008.)
      • January 2008 (Revised April 2008)
      • Teaching Note

      Pilgrim Bank (B): Customer Retention (TN)

      By: Frances X. Frei and Dennis Campbell
      Teaching Note for [602095]. View Details
      Keywords: Customers; Banks and Banking; Customer Focus and Relationships; Banking Industry
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      Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (B): Customer Retention (TN)." Harvard Business School Teaching Note 608-116, January 2008. (Revised April 2008.)
      • January 2008 (Revised April 2008)
      • Teaching Note

      Pilgrim Bank (C): Electronic Billpay (TN)

      By: Frances X. Frei and Dennis Campbell
      Teaching Note for [602103]. View Details
      Keywords: Banks and Banking; Online Technology; Banking Industry
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      Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (C): Electronic Billpay (TN)." Harvard Business School Teaching Note 608-117, January 2008. (Revised April 2008.)
      • July 2007 (Revised May 2008)
      • Case

      Central Bank: The ChexSystemsSM QualiFile® Decision

      By: Dennis Campbell, Francisco de Asis Martinez-Jerez, Peter Tufano and Emily McClintock
      The "Central Bank" series analyzes the use of information and product design for managing the counterparty risk of newly acquired customers. Central Bank, a mid-sized regional U.S. bank, was attempting to grow its customer base by increasing the number of new checking... View Details
      Keywords: Central Banking; Knowledge Management; Customer Satisfaction; Risk Management; Risk and Uncertainty; Decision Making; Banking Industry; United States
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      Campbell, Dennis, Francisco de Asis Martinez-Jerez, Peter Tufano, and Emily McClintock. "Central Bank: The ChexSystemsSM QualiFile® Decision." Harvard Business School Case 208-029, July 2007. (Revised May 2008.)
      • 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. View Details
      Keywords: Games, Gaming, and Gambling; Customers; Profit; Accommodations Industry
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      Campbell, Dennis, and Francisco de Asis Martinez-Jerez. "Slots, Tables, and All that Jazz: Managing Customer Profitability at the MGM Grand Hotel (TN)." Harvard Business School Teaching Note 107-072, April 2007. (Revised April 2011.)
      • November 2006 (Revised August 2008)
      • Supplement

      China Resources Corporation (B): China Resources Microelectronics

      By: Dennis Campbell and David Lane
      Supplements the (A) case. Late in October 2006, China Resources (Holdings) Co., Ltd. (CRC) CEO Charlie Song Lin, CFO Jiang Wel, and Information Center GM Derek Cheng were traveling from Hong Kong to Wuxi, China to attend the first ever meeting of China Resources... View Details
      Keywords: Accounting; Business Conglomerates; Profit; Governance Controls; Management Systems; Business Strategy; China
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      Campbell, Dennis, and David Lane. "China Resources Corporation (B): China Resources Microelectronics." Harvard Business School Supplement 107-015, November 2006. (Revised August 2008.)
      • October 2006 (Revised July 2007)
      • Case

      China Resources Corporation (A): 6S Management

      By: Dennis Campbell and David Lane
      In 2006, Jiang Wei, CFO of China Resources Corporation, was seeking to implement a variety of new management control systems in a complex diversified corporation during a period of rapid economic expansion in mainland China. Instilling efficiency, productivity,... View Details
      Keywords: Accounting; Business Conglomerates; Governance Controls; Balanced Scorecard; Management Systems; Performance Improvement; Business Strategy; China
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      Campbell, Dennis, and David Lane. "China Resources Corporation (A): 6S Management." Harvard Business School Case 107-013, October 2006. (Revised July 2007.)
      • July 2006 (Revised March 2008)
      • Case

      Changan Automobile Co., Ltd.

      By: Dennis Campbell and Donglin Xia
      Chairman Yin Jiaxu must communicate that the company's extraordinary reported performance in 2002 reflects Changan's unique strategy within the competitive dynamics of China's automobile industry. Changan's 2002 annual report demonstrated an extraordinary level of... View Details
      Keywords: Financial Reporting; Ethics; Corporate Disclosure; Media; Business and Shareholder Relations; Auto Industry; China
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      Campbell, Dennis, and Donglin Xia. "Changan Automobile Co., Ltd." Harvard Business School Case 107-006, July 2006. (Revised March 2008.)
      • May – June 2006
      • Article

      Choose the Right Measures, Drive the Right Strategy

      By: Dennis Campbell
      Metrics overload is a common problem that can have serious consequences: Specifically, it can make it difficult for employees to see what actions they should take to execute strategic objectives. Having too many metrics dilutes the focus and invariably means many are... View Details
      Keywords: Measurement and Metrics; Strategy; Employees; Customer Satisfaction
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      Campbell, Dennis. "Choose the Right Measures, Drive the Right Strategy." Balanced Scorecard Report (May–June 2006).
      • April 2006
      • Background Note

      Informing Service Management with Customer Data

      By: Frances X. Frei and Dennis Campbell
      Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details
      Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value
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      Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
      • March 2006 (Revised September 2006)
      • Case

      Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel

      By: Dennis Campbell, Francisco de Asis Martinez-Jerez, Marc Epstein and Joshua Bellin
      The MGM Grand Hotel in Las Vegas had detailed information on loyal gaming customers, but could its information systems also be tailored to nongaming customers? As the nongaming business sectors became increasingly profitable both at the MGM Grand and in Las Vegas... View Details
      Keywords: Games, Gaming, and Gambling; Customer Relationship Management; Customer Value and Value Chain; Entertainment and Recreation Industry; Accommodations Industry; Nevada
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      Campbell, Dennis, Francisco de Asis Martinez-Jerez, Marc Epstein, and Joshua Bellin. "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel." Harvard Business School Case 106-029, March 2006. (Revised September 2006.)
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