University of North Carolina—Chapel Hill
VALARIE ZEITHAML received her MBA and PhD in marketing from the University of Maryland. She is the co-author of Delivering Quality Service: Balancing Customer Perceptions and Expectations (Free Press, 1990); and Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy (with Roland Rust and Katherine Lemon, Free Press, 2000). In 2002, Driving Customer Equity won the first Berry—AMA Book Prize for the best marketing book of the past three years.
Professor Zeithaml has won five teaching awards and is also the recipient of numerous research awards, including awards from the Journal of Consumer Research, the Journal of Marketing, the Journal of the Academy of Marketing Science, and the Journal of Marketing Research. She has consulted with more than 50 service and product companies.

Arizona State University
MARY JO BITNER serves as Academic Director for the Center for Services Leadership at ASU. Dr. Bitner was a founding faculty member of the Center for Services Leadership created for the study of services marketing and management. Dr. Bitner has published more than 50 articles and has received a number of awards for her research in leading journals, including the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Business Research, Journal of Retailing, International Journal of Service Industry Management, and Academy of Management Executive. She has consulted with and presented seminars and workshops for numerous businesses. In 2003, Dr. Bitner was honoured with the Career Contributions to the Services Discipline award by the American Marketing Association’s Services Special Interest Group.

Bowling Green State University
DWAYNE D. GREMLER received his MBA and PhD degrees from Arizona State University. He is a passionate advocate for the research and instruction of services marketing issues. He has served as Chair of the American Marketing Association’s Services Marketing Special Interest Group and has helped organize services marketing conferences in Australia, the Netherlands, France, and the United States. He has been the recipient of several research awards, and while a professor at the University of Idaho, Dr. Gremler received the First Interstate Bank Student Excellence in Award for teaching, an award determined by students in the College of Business and Economics.

Saint Francis Xavier University
TOM MAHAFFEY has degrees from St. Francis Xavier University, the University of Alberta, the Ivey Business School at the University of Western Ontario, and Queen’s University. While studying at Queen’s, he was first introduced to the seminal work of Valarie Zeithaml, A. Parasuraman and Leonard Berry, and relied heavily on the SERVQUAL scale for his dissertation. He immediately adopted the first U.S. edition of Services Marketing. Besides his teaching, he is engaged in research and consulting activities related to retailing and the marketing of services, and is the president of Xavier Consulting Group, Inc.

Saint Francis Xavier University
BOBBI HILTZ has degrees from the University of Prince Edward Island and Dalhousie University. She began her career with a national retailer before joining the faculty of St. Francis Xavier. She is involved in business education through both her teaching and her consulting activities. Besides her work in retailing, she is actively engaged in a research program related to customer relationship management.