About the Author
John H. McConnell Professor of Business Administration at Michigan State University. He received his Ph.D. in marketing at Michigan State and has worked with industry throughout his career. He the author of many publication in journals and proceedings, including Harvard Business Review and journal of Marketings. Professor of Marketing and Logistics at Michigan State University. He received his Ph.D. in marketing and logistics from Michigan State. Dr/ Closs is the author or coauthor of many publication in journals and proceedings, System Editors of the Journal of Business Logistics, and coauthor of Simulated Product Sales Forecasting. Associate Professor in the Department of Marketing and Supply Chain Management at Michigan State University. He is co author of three texts on distribution and logistics, including World Class Logistics: The Challenge of Managing Continuous Change published by the Council of Logistics Management and Strategic Marketing Channel Management published by McGraw Hill. His research has focused on logistics best practices in customer service and in performance measurement. He also served for four years on the Executive Board of the International Customer Service Association as Head of the Research and Education Committee.