Claes Fornell
Claes Fornell is the founder and chairman of the American Customer Satisfaction Index (ACSI) He is one of the world’s leading experts on Customer Satisfaction Measurement and Customer Asset Management and is responsible for the development and design of the ACSI, a national Economic Indicator, and for similar indices in Europe and Asia. He is also the Donald C. Cook Professor of Business Administration at the University of Michigan. Born and raised in Sweden, Claes Fornell received a Doctorate in Economics in 1976 from the University of Lund, Sweden and taught at Duke and Northwestern University after completing study as a Fulbright Scholar at the University of California at Berkeley. He was awarded an honorary doctorate of Economics from the Stockholm School of Economics in 2009, honorary University professor at Tianjin University in 2007, and honorary university professor at Renmin University in 2005. Claes Fornell has written more that 60 articles and books. He also has served on the editorial board of all the major academic journals in the field and regularly appears in both broadcast and print media as an expert on customer satisfaction and its implications on corporate performance and financial markets. According to a 2008 study by the Institute of Operations Research and Management Sciences (INFORMS), he is the most influential marketing scholar in the world in both business and academia. Claes Fornell’s most recent book – The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference was recently published in Italian and Spanish.

Ming-Hui Huang
Ming-Hui Huang is Distinguished Professor of Electronic Commerce in the Department of Information Management at National Taiwan University. She specializes in interdisciplinary research, with publications encompassing journals in Marketing and Information Systems, such as the Journal of Marketing, Harvard Business Review, Journal of Management Information Systems, Journal of the Academy of Marketing Science, and Journal of Consumer Psychology. She has served as guest editor of the Journal of Service Research, and serves on the editorial boards of the Journal of Service Research, International Journal of Electronic Commerce, and Information & Management. She is the immediate past Director of the Management Research program at the National Science Council, Taiwan, which is the major source of funding of basic research in the fields of information systems, marketing, and management science in Taiwan.

P. K. Kannan
P. K. Kannan is Professor of Marketing at the Robert H. Smith School of Business at the University of Maryland and is the Chair of the Department of Marketing. His current research stream focuses on new product/service development, design and pricing digital products and product lines, marketing and product development on the Internet, e-service, and customer relationship management (CRM) and customer loyalty.

Katherine Lemon
Katherine (Kay) Lemon holds the Accenture Professorship at Boston College’s Carroll School of Management. Lemon’s main areas of research expertise are customer management, customer equity, and the dynamics of customer-firm relationships. She has published over 50 articles in journals and books including the Journal of Marketing Research, Journal of Marketing, Marketing Science, Management Science, and the Journal of Service Research. She has received several best article awards, including the Sheth Foundation/Journal of Marketing Award (2009). She is the Editor of the Journal of Service Research, and also serves on the editorial boards of the Journal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, and the Journal of Interactive Marketing. She is an Academic Trustee for the Marketing Science Institute. Kay received her Ph.D. from University of California, Berkeley. Prior to her academic career, she held senior level marketing positions in high technology and health care. She can be reached at kay.lemon@bc.edu.

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.

Valarie Zeithaml
Dr. Valarie Zeithaml is the David S. Van Pelt Family Distinguished Professor of Marketing at UNC-Chapel Hill Kenan-Flagler Business School and an award-winning teacher and researcher. She was recently honored with the 2009 Sheth Foundation/Journal of Marketing Award for scholarship based on the benefits of time and hindsight, the 2009 AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award for lifetime leadership in marketing education and extensive contributions to the marketing discipline, and the 2008 Paul D. Converse Award for enduring contributions through a body of work. Zeithaml and her co-authors have written three books: Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy, Delivering Quality Service, and the textbook entitled Services Marketing. Her research, which has won awards in Journal of Marketing, Journal of Marketing Research, Journal of Consumer Research, and Journal of Service Research, primarily deals with the topics of service quality, customer equity, customer perceived value, and service infusion.

David Godes
Dave holds a Ph.D. and S.M. in Management from the Massachusetts Institute of Technology and a B.S. in Economics from the University of Pennsylvania. He joined the Smith School Faculty in 2009 after teaching for ten years at Harvard Business School. His academic research focuses on two areas: sales management and social networks/word of mouth. His work has appeared in top journals like Marketing Science, Management Science and Quantitative Marketing & Economics.

Rebecca Hamilton
Rebecca Hamilton is an Associate Professor of Marketing at the Robert H. Smith School of Business. Her research focuses on consumer decision-making and the effects of consumers’ information processing strategies on their attitudes and choices. Her research has been published in journals such as the Journal of Consumer Research, the Journal of Marketing Research, and the Harvard Business Review. Her dissertation received an honorable mention in the Association for Consumer Research’s Ferber Award competition, and she was recognized as an MSI Young Scholar in 2007. She currently serves on the Editorial Review Board of the Journal of Consumer Research. Professor Hamilton teaches consumer behavior, brand management and experimental research methods to undergraduate, MBA, and doctoral students.

Yogesh Joshi
Yogesh Joshi is an Assistant Professor of Marketing at the Robert H. Smith School of Business at the University of Maryland. His research focuses on competitive marketing strategies, market entry, optimal product portfolios, brand extensions, diffusion, and innovation. His research has been published in Marketing Science and Management Science, and he was recognized as an MSI Young Scholar in 2011. His prior industry experience includes work as a strategy consultant on issues related to marketing, operations, and technology. He teaches a course on customer-centric innovation in the MBA and undergraduate programs, and on mathematical models in marketing in the PhD program.

Sunil Mithas
Sunil Mithas is an Associate Professor in the Decision, Operations and Information Technology Department. His research focuses on strategic management of information technology resources and provides implications for managing such resources for improved firm performance and profitability through revenue growth, cost reduction, and intangibles such as customer satisfaction, innovation and organizational capabilities. He also investigates the types of business processes and services that are most suitable for outsourcing and offshoring. His research has appeared in journals that include Management Science, Information Systems Research, MIS Quarterly, Marketing Science, Journal of Marketing, and Production and Operations Management. Some of his work has been featured in business publications such as Harvard Business Review, MIT Sloan Management Review, Bloomberg, Computerworld, and InformationWeek.

Wendy Moe
Wendy Moe is an Associate Professor of Marketing at the Robert H. Smith School of Business at the University of Maryland. Her research interests lie in modeling online consumer shopping behavior and early sales forecasting. Professor Moe’s research has appeared in Marketing Science, Journal of Marketing Research, Management Science, Journal of Marketing, Journal of Interactive Marketing, Journal of Consumer Psychology, and Journal of Public Policy and Marketing.