Mary Jo Bitner is Professor of Marketing and PetSmart Chair in Services Leadership in the W. P. Carey School of Business at Arizona State University. She also serves as Academic Director for the Center for Services Leadership (CSL) where she was one of its founding faculty members and a leader in its emergence a university-based center for the study of services. Her research is published in leading marketing and business management journals including Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Service Research, Academy of Management Executive and others. Her research focuses on managing customer experiences, service encounters, and customer adoption and usage of self-service technologies. Dr. Bitner is co-author of Services Marketing: Integrating Customer Focus Across the Firm, 4th edition, 2006, a leading text in services marketing used worldwide. In 2003 she received the American Marketing Association’s Career Contributions to the Service Discipline Award.

Robert B. Cialdini is currently Regents' Professor of Psychology and Marketing at Arizona State University, where he has also been named W. P. Carey Distinguished Professor of Marketing.  He has been elected president of the Society of Personality and Social Psychology.  He is the recipient of the Distinguished Scientific Achievement Award of the Society for Consumer Psychology, the Donald T. Campbell Award for Distinguished Contributions to Social Psychology, and the Peitho Award for Distinguished Contributions to the Science of Social Influence.

He has published widely, with articles appearing in Personality and Social Psychology Bulletin 25, Social influences on ethical behavior in organizations , Scientific American, Social Psychology: Unraveling the Mystery, Group Dynamics: Theory, Research and Practice, as well as other journals. Professor Cialdini’s book INFLUENCE, which was the result of a three-year program of study into the reasons that people comply with requests in business settings, has appeared in numerous editions and twenty-one languages.

Michael Denning is Professor of Practice. His research and teaching interests center on marketing and entrepreneurship, especially in organizations undergoing transformation. Dr. Denning also coaches ASU’s MBA Business Plan Competition Team which competes nationally. He is an angel investor in small business enterprises that show significant potential in technology fields. He serves on the Boards of Directors of many of these investments and has served as interim President in several. Dr. Denning has been Chairman of three groups of The Executive Committee (a CEO development organization) and an executive consultant in turn-around situations, mergers and acquisitions, finance, global marketing and strategic planning. In addition, he serves as a Director or Trustee of several non-profit organizations. Previously he was president of several information technology firms that either were successfully sold or went public. He was Vice President of Marketing at Memorex Corporation and held a variety of senior management and executive positions at IBM in four different divisions and at the group level, mostly in marketing, strategic planning and technology roles. Most recently, he was President of !npluse Response Group, a Phoenix based global leader in direct response marketing. Currently he is President of Mortgages Ltd., Arizona’s largest and oldest mortgage banker, as well as assisting several graduates of the W. P. Carey MBA program in starting their businesses.

Michael Hutt (Ph.D., Michigan State University), is the Ford Motor Company Distinguished Professor of Marketing at the W. P. Carey School of Business, Arizona State University.  Dr. Hutt’s teaching and research interests are concentrated in the areas of business-to-business marketing and strategic marketing.  His current research centers on the characteristics of high-performing account managers.  He has contributed research to the Journal of Marketing, Journal of Marketing Research, MIT Sloan Management Review, Journal of Retailing, Journal of the Academy of Marketing Science, and other scholarly journals.  He is also the co-author of Business Marketing Management (South-Western, 2006), now in its ninth edition. Dr. Hutt is a member of the editorial review boards of the Journal of Business-to-Business Marketing, Journal of Business & Industrial Marketing, Journal of Strategic Marketing, and Industrial Marketing Management.  For his contribution to MIT Sloan Management Review, he received the Richard Beckhard Prize.  He has consulted on marketing strategy issues for firms such as IBM, Motorola, Lucent Technologies, AT&T and ADT.

Cheryl Burke Jarvis is an assistant professor of marketing in the W. P. Carey School of Business at Arizona State University in Tempe, Arizona. She has a bachelor’s and a master’s degree from Texas A&M University and a Ph.D. in marketing from Indiana University, in addition to more than 10 years professional experience in advertising, publishing, and marketing management. Her research interests focus on improving the return on marketing investments by improving marketing managers’ learning from failure, including failures in decision making, as well as failures in customer relationships such as customer defection, service failure and recovery, and CRM efforts to convert or reject low-value customers. In addition, she specializes in the application and testing of sophisticated analytical methodologies used in marketing research. Her research has been published in leading scholarly journals nationally and internationally, such as the Journal of Consumer Research, Journal of Applied Psychology, and the International Journal of Research in Marketing, as well as many conference proceedings. Her work has been recognized with awards for Overall Best Paper and for Best Paper in Marketing Strategy at the American Marketing Association Educators’ Conference.

Ajith Kumar (Ph.D., University of Massachusetts, Quantitative Methods) is Professor of Marketing. His research interests include statistical modeling & analysis of marketing data. He has published articles in the Journal of Marketing, Journal of Marketing Research, Journal of Consumer Psychology, Journal of Retailing and other journals. He is a member of the editorial board of the Journal of Marketing Research.

John L. Lastovicka is Professor of Marketing at the Arizona State University in Tempe, where he teaches courses in marketing research. He previously served on the faculties at the University of Kansas and Temple University. His research has emphasized: (1) advances in the measurement and analysis of marketing data, (2) trait and state motivations to understanding consumer behavior, and (3) mass media effects on young male drinking driving behaviors. He has conducted $500,000 of federally sponsored research investigating mass media effects on alcohol abuse. He has published in leading academic journals, including the Journal of the American Statistical Association, Journal of Consumer Research, Journal of Marketing Research, Public Opinion Quarterly and Psychometrika. A study in the 1999 Journal of Consumer Psychology named Lastovicka among the most frequently published authors in consumer research. He is also among the elite group of 109 scholars worldwide (the top 8.9 percent) contributing half of all articles in the leading consumer research journals (JCP, JCR, JM and JMR) during the last three decades of the 20th century. In addition, he has served as a marketing research consultant to a number of major organizations, including the Arizona Attorney General's Office, Capital One Bank, Campbell Soup, and Warner-Lambert Pharmaceutical.

Naomi Mandel is an Associate Professor of marketing at the W. P. Carey School of Business. She received her Ph.D. in Marketing from the Wharton School in 2000. She has published articles in the Journal of Consumer Research, Journal of Consumer Psychology, and Journal of Interactive Marketing. She serves on the editorial board of the Journal of Consumer Research. Her research interests are focused on non-conscious influences on consumer preference and consumption experiences.

Michael Mokwa (Ph.D., University of Houston) is Department Chair, Faculty Director of ASU's acclaimed MBA Sports Business Program, and the Pat Tillman Foundation Distinguished Professor in Leadership and Marketing. His research interests include Strategic Marketing, Strategic Management and Sports Business. He has published articles in the Journal of Marketing, the Journal of Business Research, Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Marketing Education, and other business journals. He is former President of the AMA Academic Division and past Chair of its largest interest group, the Marketing Strategy SIG. He is currently president of the international Sports Marketing Association, and a member of the ASU Faculty Athletic Board and ASU University Management Team.

Andrea Morales is Assistant Professor of Marketing at the W. P. Carey School of Business at Arizona State University. She received her PhD and MS in marketing from the Wharton School of Business at the University of Pennsylvania and her BA in Economics and Liberal Arts from the University of Texas at Austin.  Before joining ASU, she was Assistant Professor of Marketing at the Marshall School of Business at the University of Southern California where she received their prestigious "Golden Apple" award for teaching excellence. Her research interests include the influence of effort on decision-making and consumer responses to retail environments. For her dissertation article, she received an honorable mention for the Robert Ferber award, an award given annually to the best interdisciplinary dissertation article published in the Journal of Consumer Research. Her work has been published in the Journal of Consumer Research, Journal of Marketing Research, Journal of Marketing, Journal of Consumer Psychology, and Journal of Retailing.

Stephen M. Nowlis is the AT&T Distinguished Research Professor of Marketing in the WP Carey School of Business at Arizona State University. His research focuses on consumer decision making, choice, and consumption. He is the winner of the 2001 William F. O'Dell Award, was a finalist for the 2002 William F. O'Dell Award, and is the winner of the 2001 Early Career Contribution Award from the Society for Consumer Psychology. His work has been published in the Journal of Consumer Research, Journal of Marketing Research, Marketing Science, Marketing Letters, Journal of Consumer Psychology, and Annual Review of Psychology. He is on the editorial review boards at the Journal of Marketing Research, Journal of Marketing, and Marketing Letters, and is an Associate Editor at the Journal of Consumer Research.

Amy L. Ostrom is Associate Professor of Marketing and an Honors Program Ford Faculty Fellow in the W. P. Carey School of Business at Arizona State University.  She received her Ph.D. from Northwestern University.  Her research focuses on issues related to services marketing including customers' evaluation of services, customers' role in creating service outcomes, and customers' adoption and evaluation of self-service technologies.  Her work has appeared in a number of journals including the Journal of Marketing, the Journal of Consumer Research, the Journal of Consumer Psychology, andthe California Management Review. In 2004, she was selected as the Arizona Professor of the Year by the Carnegie Foundation for the Advancement of Teaching and the Council for Advancement and Support of Education.

Lonnie L. Ostrom (Ph.D., University of Alabama, Marketing) is Professor of Marketing, the Joan and David Lincoln Professor of Applied Business Ethics and President Emeritus, ASU Foundation.  He has published numerous articles in business journals including the Journal of the Academy of Marketing Sciences, Industrial Marketing Management, Journal of Transportation and Journal of Purchasing.  His research and interests include non-profit marketing and non-profit fund raising.  Lonnie served for 23 years as President of the Arizona State University Foundation and Vice President of Development for the university.  For the past 30 years, Lonnie has consulted with a number of non-profits nationwide.

Antony Peloso (Ph.D, Queensland University of Technology, Australia) is a Clinical Assistant Professor of Marketing. Antony's teaching interests include Marketing Management, Marketing Research, International Marketing, and Strategic Marketing. He teaches in the ASU W. P. Carey School of Business undergraduate marketing program and the Evening MBA program. His research and professional interests include strategies that drive employee and customer loyalty in service firms, and the achievement of long-term goals. Antony also works with not-for-profit organizations that focus on the development of life skills among youth.

Peter Reingen (Ph.D., University of Cincinnati) is the Davis Distinguished Research Professor of Marketing at Arizona State University. Prior to joining ASU, he served on the faculties of the University of Houston, University of South Carolina, and Iona College. Peter’s research interests center on interdisciplinary, multi-method approaches to the study of consumer behavior and marketing strategy. His work has appeared in the Journal of Marketing Research, Journal of Consumer Research, Journal of Marketing, Journal of Consumer Psychology, MIT Sloan Management Review, and the Journal of Applied Psychology. Peter is the co-author of two Ferber Award articles and of an article that received the Best Paper Award of papers published in the Journal of Consumer Research. He is also a co-recipient of the Beckhard Prize for articles published in the MIT Sloan Management Review and a recipient of the Distinguished Scholar Award by the Society for Marketing Advances. Peter served on the editorial review board of the Journal of Consumer Research and the Journal of Consumer Psychology.

John Schlacter (Ph.D., Ohio State University) has research and teaching interests in the areas of sales management, marketing strategy and consumer behavior.

Rajiv K. Sinha is an Associate Professor of Marketing at the W. P. Carey School of Business. His research has focused primarily on modeling the temporal diffusion of information technology products and services across organizations. His research has addressed questions pertaining to the adoption of new technologies and their impact on profitability. His articles have appeared in Journal of Marketing, Journal of Marketing Research, Supply Chain Management Review, International Journal of Research in Marketing and elsewhere. He is the recipient of the Faculty Research Development Award for Outstanding Research, the 1998 and 1999 Outstanding Teacher Award (W. P. Carey MBA Strategic Marketing specialization) and the 1998 Governor's Award for Excellence. The 1998 Business Week rankings of the major business schools ranked him as the Most Popular Professor in the W. P. Carey School of Business MBA program at Arizona State University. In January 2000 he was awarded the Fulbright-FLAD Distinguished Chair in New Product Development. Professor Sinha has consulted on new service and product development issues for a variety of companies such as Allied Signal, American Express, Apple Computers, AT&T, MasterCard and Raytheon.

James Spiers is a Senior Lecturer and Assistant to the Chair in the Marketing Department at Arizona State University, Tempe, AZ. He holds a Masters degree with an emphasis on Marketing and Management from the University of Northern Colorado. He also holds a Bachelor of Science in Business Administration with an Economics Minor from Weber State University.

Prof. Spiers has been teaching at ASU for 20 years, teaching Graduate and Undergraduate level classes. He currently teaches the first core class for the Business Major (MKT 300), Strategic International Marketing (MKT 591) and a class for non-business majors Marketing/Selling (MKT 394). As the International Marketing Professor, Mr. Spiers goes abroad with students to Europe with the International Business Seminar Program. Students get to see first hand major companies in a seminar setting. In addition to teaching classes, other responsibilities and honor for Prof. Spiers have included:

James Ward (Ph.D., University of Minnesota) is the Yellow Corporation Professor of Services Marketing and Management.  He is currently Coordinator of the W. P. Carey MBA Specialization in Strategic Marketing and Services Leadership.  His research interests include framing processes, consumer word-of-mouth in online environments, consumer protest, sociological processes in customer communities, and consumer identity formation.   His research stream reflects a continuing effort to deepen understanding of how cognitive and sociological processes intermingle in determining consumer behavior.  His papers have won the Journal of Consumer Research “Best Paper” Award as well as the Ferber Award.  He has published in the Journal of Consumer Research, Journal of Marketing, Journal of Marketing Research,  Journal of Consumer Psychology, Journal of Retailing, Journal of Advertising, Journal of Business Ethics, Journal of Business Research, and Journal of Marketing Education.  In addition, he is the author of a number of book chapters and numerous proceedings papers.  Professor Ward has worked with a large number of organizations on customer research projects including Yellow Roadway Corporation, Harley-Davidson, General Electric, the Mayo Clinic, Kodak, Chase Bank, UPS, Avnet, Lenscrafters, MGM Grand Casinos, and the Seattle Seahawks.