Publications
Publications
- November 2001 (Revised October 2017)
- HBS Case Collection
GuestFirst Hotel (A): Customer Loyalty
By: Frances X. Frei and Dennis Campbell
Abstract
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.
Keywords
Motivation and Incentives; Mathematical Methods; Finance; Performance; Relationships; Customer Focus and Relationships; Data and Data Sets; Accommodations Industry
Citation
Frei, Frances X., and Dennis Campbell. "GuestFirst Hotel (A): Customer Loyalty." Harvard Business School Case 602-099, November 2001. (Revised October 2017.)