Michael D. Hartline (Ph.D., The University of Memphis) is Associate Professor and Chair of the Marketing Department in the College of Business at Florida State University. Prior to joining the FSU faculty in 2001, Dr. Hartline taught at the University of Arkansas at Little Rock, Louisiana State University, and Samford University. His MBA and B.S. degrees are from Jacksonville State University in Alabama. Dr. Hartline has taught many different courses, but primarily teaches the MBA course in Marketing Strategy and undergraduate courses in Services Marketing and Service Operations Management. He has won many teaching and research awards and has made many presentations to industry and academic… audiences. Dr. Hartline's research focus addresses marketing implementation issues in service firms, especially issues related to managing customer-contact employees. His research appears in the Journal of Marketing, the Journal of Service Research, the Journal of Business Research, the Journal of Services Marketing, the Cornell Quarterly, the Journal of Relationship Marketing, the Journal of Strategic Marketing, the Journal of Business Ethics, and the Marketing Science Institute Working Paper Series. Dr. Hartline and his wife Marsha live in Tallahassee with their daughters, Meghan, Madison, and Mallory.