David A. Collier retired in 2017 as the Eminent Scholar, Alico Chair in Operations Management, at the Lutgert College of Business, Florida Gulf Coast University. Dr. Collier earned his B.S. in mechanical engineering and M.B.A. from the University of Kentucky and his Ph.D. in production and operations management from The Ohio State University. Dr. Collier previously taught at the Fuqua School of Business at Duke University, the Colgate Darden Graduate School of Business at the University of Virginia, the Fisher College of Business at The Ohio State University and the University of Warwick in England. Dr. Collier has received five awards for outstanding journal articles and has written and published eight invited book chapters. Seven of Dr. Collier's cases have been reprinted in major marketing and operations management textbooks and several of his articles have been reprinted in the Harvard Business Review 10 Must Reads series. He has more than 80 refereed publications and has published in journals such as Management Sciences, Decision Sciences, Journal of Operations Management, Production & Operations Management, International Journal of Operations and Production Management, Business Horizons, Journal of Service Science and International Journal of Service Industry Management. Dr. Collier's research has more than 32,000 reads and 4,000 citations, according to Research Gate. Dr. Collier has authored six books on service, quality and operations management, including this text, Service Management: The Automation of Services, Service Management: Operating Decisions, The Service/Quality Solution: Using Service Management to Gain Competitive Advantage, Operations Management: Goods, Services and Value Chains and OM6. After decades of authoring academic articles and textbooks, Dr. Collier has embarked on a new challenge: writing novels that make a difference.James R. Evans is a professor emeritus in the Department of Operations, Business Analytics and Information Systems in the Lindner College of Business at the University of Cincinnati. He has served as president of the Decision Sciences Institute and served for eleven years on the Board of Examiners and Panel of Judges for the Malcolm Baldrige National Quality Award. He has been editor of the Quality Management Journal, has been published by the American Society for Quality and has served on editorial boards of numerous other journals. Dr. Evans has published 100 refereed papers and more than fifty editions of leading books in operations management, quality, Six Sigma, simulation, management science and business analytics. During the annual Quality Congress in May 2004, the American Society for Quality presented Dr. Evans and co-author Dr. William Lindsay with the Philip B. Crosby Medal for THE MANAGEMENT AND CONTROL OF QUALITY, 5th Edition, also published by Cengage, and now in its 11th edition. The Crosby medal was presented "for authoring a distinguished book contributing significantly to the extension of the philosophy and application of the principles, methods and techniques of quality management." He also received the 2018 Lindner Research Excellence Award from the College of Business at the University of Cincinnati and the 2019 Baldrige Foundation Leadership Award for Excellence in Education.