Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • November 2001 (Revised October 2017)
  • Case
  • HBS Case Collection

GuestFirst Hotel (A): Customer Loyalty

By: Frances X. Frei and Dennis Campbell
  • Format:Print
  • | Language:English
  • | Pages:4
ShareBar

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.)
  • Educators
  • Purchase

About The Authors

Frances X. Frei

Technology and Operations Management
→More Publications

Dennis Campbell

Accounting and Management
→More Publications

Related Work

    • November 2001 (Revised October 2017)
    • Faculty Research

    GuestFirst Hotel (B): Taking Advantage of Panel Data

    By: Frances X. Frei and Dennis Campbell
    • November 2001 (Revised October 2017)
    • Faculty Research

    GuestFirst Hotel (A): Customer Loyalty

    By: Frances X. Frei and Dennis Campbell
Related Work
  • GuestFirst Hotel (B): Taking Advantage of Panel Data By: Frances X. Frei and Dennis Campbell
  • GuestFirst Hotel (A): Customer Loyalty By: Frances X. Frei and Dennis Campbell
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College