Publications
Publications
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- All HBS Web
(444)
- Faculty Publications (134)
- July 2008 (Revised October 2012)
- Case
Affinity Plus (A)
By: Dennis Campbell and Peter Tufano
The executive team at Affinity Plus Federal Credit Union has pushed the concept of members first deeply throughout the organization, empowering employees to put member-owners' interests ahead of either the organization's interests or their own interests. As a result of... View Details
- May 2008 (Revised September 2014)
- Teaching Note
TD Canada Trust (A), (B), and (C)
By: Dennis Campbell
- April 2008
- Teaching Note
China Resources Corporation (TN) (A) and (B)
By: Dennis Campbell
Teaching Note for [107013] and [107015]. View Details
- 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
- April 2008 (Revised October 2008)
- Supplement
TD Canada Trust (B): Linking the Service Model to the P&L
By: Dennis Campbell and Brent Kazan
- April 2008 (Revised October 2008)
- Supplement
TD Canada Trust (C): Translating the Service Model to Service Operations
By: Dennis Campbell and Brent Kazan
- 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
- April 2008
- Teaching Note
Managing Service Operations: The Managerial Research Design Process
By: Frances X. Frei and Dennis Campbell
- 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
- 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
- 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
- February 2008
- Article
Attracting Skeptical Buyers: Negotiating for Intellectual Property Rights
By: James J. Anton and Dennis A. Yao
Expropriable disclosures of knowledge to prospective buyers may be necessary to facilitate the sale of intellectual property (IP). In principle, confidentiality agreements can protect disclosures by granting the seller rights to sue for unauthorized use. In practice,... View Details
- January 2008 (Revised October 2010)
- Case
Sara Campbell Ltd. (A)
By: Romana Autrey, V.G. Narayanan and Julia Rozovsky
Describes a situation in which Sara Campbell, the CEO of a women's apparel company, must decide how to resolve the tense relationship with her Financial Controller and ex-brother-in-law, Stephen Holt. Holt was employed by Campbell for 10 years, took on the majority of... View Details
- January 2008 (Revised October 2010)
- Supplement
Sara Campbell Ltd. (B)
By: Romana Autrey, V.G. Narayanan and Julia Rozovsky
Supplements the Sara Campbell Ltd. (A) case by introducing additional concerns with Holt. In January of 1999, Campbell received a certified letter written by Holt. The letter described Holt's own frustration in working for Campbell. Students are given context to... View Details
- 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
- 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
- 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
- 2008
- Working Paper
Embracing Commitment and Performance: CEOs and Practices Used to Manage Paradox
By: Tobias Fredberg, Michael Beer, Russell Eisenstat, Nathaniel Foote and Flemming Norrgren
We tend to assume that great leaders must make difficult choices between two or more conflicting outcomes. In an interview study with 26 CEOs of top American and European companies (incl. IKEA, Campbell Soups, Nokia, H&M), we find that instead of choosing between... View Details
- 2008
- Working Paper
Performance and Control across Multiple Markets
By: Tatiana Sandino, Dennis Campbell and Shelby Yu
Chain organizations typically operate units across different types of markets, with significantly diverging customer bases. Such market-type dispersion potentially influences performance through two channels: it makes performance a noisier indicator of store manager... View Details