About the Author
Robert C. Ford (Ph.D., Arizona State University) is professor emeritus of management in the College of Business Administration (COBA) of the University of Central Florida (UCF) where he has taught management of service organizations. He joined UCF as the chair of its hospitality department. He was also the COBA Associate Dean for Graduate and External Programs. Bob has authored or coauthored numerous publications in both top research and practitioner journals. He has served on several editorial boards including Cornell Hospitality Quarterly, British Journal of Management, Journal of Leadership and Organizational Studies, Journal of Convention and Event Tourism, and Journal of Service Management. He has also published several books including Managing the Guest Experience in Hospitality, Achieving Service Excellence: Strategies for Health Care, Managing Destination Marketing Organizations, and The Fun Minute Manager. Bob has been an active participant in many professional organizations. He has served the Academy of Management (AOM) as editor of The Academy of Management Executive, Director of Placement, board member of the HRM and Careers divisions, Division Chair for both its Management History and Management Education and Development divisions, a member and chair of its Ethics Adjudication Committee, and a co-founder of the Community of Academy Senior Scholars. Bob has served the Southern Management Association (SMA) in every elective office including president. He was a founding member and Chair of the Accreditation Commission for Programs in Hospitality Administration and served on the Destination Marketing Accreditation Program. Bob has been recognized for his service by many organizations. He received the Distinguished Service Award from AOM's MED, the Richar Hodgett's Distinguished Career Award from Management History, SMA's Distinguished Service Award, and was elected to SMA Fellows. In recognition of his service to hospitality education, he was given the Paul Brown Award by the Florida Hotel and Lodging Association. He was also twice awarded a W. James Whyte Reserch Fellow by the University of Queensland. Michael C. Sturman (Ph.D., Cornell University) is the Kenneth and Marjorie Blanchard Professor of Human Resources at Cornell University's School of Hotel Administration. Since 2000, he has studied the practice of human resources in the hospitality industry, with a particular focus on the hiring and compensation of line-level employees. He has served as the Associate Dean for Faculty Development of the Hotel School, and has been a visiting professor at the Ecole hoteliere de Lausanne. Over his career, Michael has taught undergraduate, graduate, and executive-level courses on human resource management and compensation. His current research focuses on the prediction of individual job performance over time, the influence of compensation systems, and human resource analytics. He has published research articles in journals such as the Journal of Applied Psychology, Academy of Management Journal, Personnel Psychology, and Journal of Management. He has also published hospitality-focused papers in the Cornell Hospitality Quarterly, International Journal of Hospitality Management, Lodging Magazine, Lodging HR, A.A.H.O.A. Hospitality, HR.Com, and the American Compensation Association Journal. Michael holds a Ph.D., M.S., and B.S. from Cornell University's School of Industrial and Labor Relations, and is a Senior Professional of Human Resources as certified by the Society for Human Resource Management.