Jovo Ateljevic is a PhD candidate at the School of Business and Public Management, Victoria University of Wellington, New Zealand William N. Chernish, PhD, is Associate Professor at the Conrad Hilton College of Hotel and Restaurant Management, University of Houston, Texas. Bonnie J. Knutson, PhD, is Professor in the School of Hospitality Business, Michigan State University Darren Lee-Ross, PhD, is a Senior Lecturer in Management at the Business School, James Cook University, Australia. Gillian Maxwell is a Senior Lecturer in Human Resource Management at Glasgow Caledonian University in Scotland Simon Milne, PhD, is Professor of Tourism and Associate Dean at the School of Management, Auckland University of Technology, New Zealand Susan Ogden, PhD, is a Lecturer in Management in the Department of Hospitality, Tourism, and Leisure Management at Glasgow Caledonian University, Scotland Martin O'Neill is currently a Lecturer and Head of the Department of Hospitality Management at Edith Cowan University, Western Australia Yvette Reisinger, PhD, is a Senior Lecturer in Tourism and Tourism Coordinator in the Faculty of Business and Economics at Monash University, Australia Chris Roberts, PhD, is Associate Professor of Strategic Management in the Department of Hotel, Restaurant, and Travel Administration at the University of Massachusetts Victoria Russell is a Business Development Consultant working in the Moffat Centre for Travel and Tourism Business Development at Glasgow Caledonian University, Scotland Linda J. Shea, PhD, is Associate Professor of Marketing and Graduate Program Director in the Department of Hotel, Restaurant, and Travel Administration at the University of Massachusetts, Amherst Geoffrey N. Soutar, PhD, is Professor of Marketing at the Graduate School of Management, University of Western Australia. Richard Teare, PhD, DLitt, FHCIMA, is academic chairman of IMCA and Principal and Granada Professor of the Association's U.S.-based University of Action Learning Karl Titz, PhD, is Assistant Professor at the Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Texas. Beth Schlagel Wuest, PhD, is Assistant Professor in the Department of Family and Consumer Sciences, Southwest Texas State UniversityKandampully, Jay is the author of 'Service Quality Management in Hospitality, Tourism, and Leisure', published 2001 under ISBN 9780789011411 and ISBN 0789011417.