Bios of A. Parasuraman and Charles L. Colby

A. Parasuraman is the James W. McLamore Professor of Marketing at the University of Miami. His expertise is in the areas of service-quality measurement and improvement and the role of technology in marketing to and serving customers. He consults to major corporations and is the co-author of Delivering Quality Service and Services Marketing, both published by The Free Press.

Charles L. Colby is President of Rockbridge Associates, Inc., a market research and consulting firm specializing in technology issues. He has provided strategic consulting and research to marketers for over 25 years, working with many Fortune 500 companies, midsize growth firms, and nonprofits. Both authors are senior fellows at the Center for Excellence in Service at the University of Maryland’s Robert H. Smith School of Business. They collaborate on the National Technology Readiness Survey, an annual survey that determines trends in technology beliefs.