It is important that I acknowledge the valued questions, discussions, advice, and inputs provided by my former students and a number of my colleagues, friends, and the staff at Business Expert Press. These individuals include:

René Reitsma, V. T. Raja, Michael Curry, Zhaohui Wu, James Moran, Bryon Marshall, Randal Smith, and Mark Van Patten in the College of Business at Oregon State University.

John Sloan, a long-time friend and colleague at both Hewlett-Packard and the College of Business at Oregon State University and current fellow culinary student.

James and Mona Fitzsimmons, who coauthored the textbook2 we used for the service process content in the integrated information and process management course described earlier. ...

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