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About the Authors

About the Authors

Don Hackett

Don Hackett’s rich management background in business and military organizations, combined with consulting and academic experience, provides a unique resource for his readers and audiences.

After receiving his Ph.D. in marketing and management in 1973 from the University of Oklahoma, Dr. Hackett joined the faculty of the College of Business Administration at the Wichita State University in Kansas. He was Director of Graduate Studies in Business for six years and is currently the Director of the Center for Management Development in the W.Frank Barton School of Business at WSU. He also consults and teaches in the area of quality improvement.

Dr. Hackett has written extensively in marketing and management, and authored Franchising, Status, and Strategies, published by the American Marketing Association.

Charles L.Martin

After earning a Ph.D. in marketing from Texas A&M University (1986), Charles L.Martin joined the faculty at Wichita State University, where he is currently an Associate Professor. At WSU, Dr. Martin’s primary teaching duties involve courses in marketing management and services marketing. Dr. Martin has pioneered two courses at WSU focusing upon the marketing challenges faced by service organizations. His interest in service organizations has also translated into an ongoing research program examining the processes service businesses utilize to cement relationships with their customers. To date, Dr. Martin has published 9 books and more than 100 articles for both trade and academic audiences. In addition, he is currently serving as editor of The Journal of Services Marketing.

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