About the Authors

David L. Kurtz is currently the R.A. and Vivian Young Chair of Business Administration at the University of Arkansas. Kurtz has previously held appointments at Seattle University, Eastern Michigan University, Davis & Elkins College, and Monash University (Australia). He is the author of 30 books and over 100 articles and papers. Two of Dr. Kurtz’s books are the leading texts in their respective fields. One of these texts won the prestigious William Holmes McGuffey Award for Textbook Excellence and Longevity. Some 4 million college students have studied from Dr. Kurtz’s textbooks.

Kenneth E. Clow is currently an associate professor of marketing at Pittsburg State University. He has written over 60 journal and proceedings articles, most of which are in the services marketing field. His research has appeared in such journals as the Journal of Business Research, Journal of Services Marketing, Journal of Restaurant and Foodservices Marketing, Journal of Hospitality and Leisure Marketing, Journal of Health Care Marketing, Health Marketing Quarterly, Journal of Customer Service Marketing, and Contemporary Business Issues. In addition, he owned and operated a service business for eight years. This blend of the theoretical knowledge coupled with the practical experience allows him to see services marketing from a managerial perspective.

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