Publications

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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August 2024
Teaching Note

Haidilao: Changing Your Future with Your Own Hands

By: Yuan Zou and Dennis Campbell

Teaching Note for HBS Case No. 122-031. View Details

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

January 2020 (Revised June 2020)
Case

Handelsbanken: Going Digital

By: Dennis W. Campbell and Kerry Herman

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

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

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... View Details

Keywords: Balanced Scorecard; Strategic Planning; Arts; Growth and Development Strategy; Governing and Advisory Boards; Fine Arts Industry; Massachusetts

September 2015 (Revised July 2016)
Case

Handelsbanken: May 2002

By: Amar Bhide, Dennis Campbell and Kristin Stack

Keywords: Banking Industry

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)

By: Frances X. Frei and Dennis Campbell

Keywords: Accommodations Industry

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... View Details

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. View Details

Keywords: Analytics and Data Science; Games, Gaming, and Gambling; Las Vegas

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

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... View Details

Keywords: Carmen Nobel

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... View Details

Keywords: Health Care Costs; Administrative Costs; Cost; Health Care and Treatment; Health Industry

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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... View Details

Keywords: Accounting; Management