Publications

April 2016 (Revised January 2017)
Case

Bank of Taiwan

By: Dennis Campbell and Dawn H. Lau

Keywords: Taiwan

March 2006 (Revised April 2008)
Teaching Note

GuestFirst Hotel (TN) (A) and (B)

Keywords: Accommodations Industry

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... View Details

Keywords: Financial Crisis; Asset Management; Cost Management; Financial Services Industry

March 2006 (Revised April 2008)
Teaching Note

Store24 (TN) (A) and (B)

Keywords: Retail Industry

April 2002 (Revised March 2006)
Background Note

Economics of Retail Banking Note

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... View Details

Keywords: Customers; Economics; Cost; Banks and Banking; Profit; Revenue; Service Operations; Banking Industry; United States

November 2001 (Revised October 2017)
Case

GuestFirst Hotel (A): Customer Loyalty

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. View Details

Keywords: Motivation and Incentives; Mathematical Methods; Finance; Performance; Relationships; Customer Focus and Relationships; Data and Data Sets; Accommodations Industry

November 2001 (Revised August 2005)
Case

BigEast Bank (A): Credit Card Approval

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... View Details

Keywords: Customers; Forecasting and Prediction; Banks and Banking; Analytics and Data Science; Managerial Roles; Relationships; Adoption; Banking Industry

October 2001 (Revised October 2017)
Supplement

Pilgrim Bank (C): Electronic Billpay

Supplements the (A) case. View Details

Keywords: Information Technology; Product; Banking Industry

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,... View Details

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

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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

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October 2018
Article

The Operational Value of Social Media Information

By: Ruomeng Cui, Santiago Gallino, Antonio Moreno and Dennis J. Zhang

While the value of using social media information has been established in multiple business contexts, the field of operations and supply chain management have not yet explored the possibilities it offers in improving firms' operational decisions. This study attempts to... View Details

Keywords: Machine Learning; Information; Sales; Forecasting and Prediction; Social Media

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