Montrose Sommers is an author and special lecturer in marketing. He received his Bachelor of Commerce degree from the University of British Columbia, his MBA from Northwestern University, and his doctorate in marketing and sociology from the University of Colorado. Dr. Sommers has been a consultant to private and public sector organizations involved in petroleum marketing, financial services, telecommunications, various retailing specializations, marketing research, and advertising. His teaching background is extensive; he has worked with Bachelor, Master, and PhD students at the Universities of British Columbia, Texas, Hawaii, Toronto, Guelph, York, Nairobi in Kenya, Witwatersrand in South Africa, Huazhong and Tianjin in China, and the London School of Economics in Great Britain. Dr. Sommers has also served on the editorial boards of the Journal of Marketing, the Journal of International Management and Organizations, and the Journal of the Service Industries.

Jim Barnes is Professor of Marketing at Memorial University of Newfoundland. Dr. Barnes received his Bachelor of Commerce and BA degrees from Memorial, his MBA from the Harvard Business School, and his PhD from the University of Toronto. He has been a member of the faculty at Memorial University since 1968 and served as Dean from 1978 to 1988. He has been a visiting professor at Queen’s University, the University of Bath (England), University College Dublin (Ireland), Université de Reims (France), and Macquarie University (Australia). He is co-founder and executive vice-president of Bristol Group, a full-service marketing communications and information firm with four offices in Canada. He serves as consultant to many national and international companies and regularly delivers seminars and lectures on marketing-related subjects in many countries. In 1997, Dr. Barnes received the national Leaders in Management Education award from the Financial Post, and was elected a Fellow of the Professional Marketing Research Society of Canada in 1999. He serves on the editorial boards of the International Journal of Bank Marketing and The International Journal of Customer Relationship Management. His book, Secrets of Customer Relationship Management: It’s All About How You Make Them Feel, was published in 2001 by McGraw-Hill and is an international bestseller.