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Advisory Board
and Senior Fellows
The Advisory Board for the Center
for Excellence in Service includes
thought leaders and industry experts who
assist the Center in achieving its
mission and goals.
CURRENT ADVISORY BOARD MEMBERS
Curtis Clark
Director, Global e-Government
IBM Public Sector
Don Arnold
General Manager,
Federal Government Sector
NGRAIN Corporation
Charles Colby
President
Rockbridge Associates
John Pelligrino
Director, Customer
Satisfaction Measurement
MeadWestvaco Corporation
Mark Desautels
Vice President, Wireless
Internet Development
Cellular Telecommunications &
Internet Association (CTIA)
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SENIOR FELLOWS
 Charles
Colby
Charles Colby is the president of Rockbridge Associates, a
marketing research company headquartered
in northern Virginia. An MBA graduate of
the University of Maryland, Colby was
the 1999 Grand Winner of the Cable &
Telecommunications Association for
Marketing Research Case Study Award. He
was the founder, with A. Parasuraman, of
the National Technology Readiness
Survey.
 A.
Parasuraman
A. Parasuraman holds the James W.
McLamore Chair in Marketing at the
University of Miami. One of the creators
of the SERVQUAL service quality
measurement scale, he has won many
teaching and research awards, including
a lifetime achievement award from the
Services Special Interest Group of the
American Marketing Association.
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