John W. Newstrom received his MBA and PhD from the University of Minnesota's Carlson School of Management. He is the coauthor of the popular series of Games Trainers Play books and fifteen other books on management, leadership, organizational behavior, and supervision. Dr. Newstrom is currently a Morse-Alumni Distinguished Teaching Professor Emeritus of Management at the University of Minnesota Duluth. Robert C. Ford holds a PhD from Arizona State University. He is the coauthor of several books including Managing the Guest in Hospitality Organizations and Achieving Service Excellence: Strategies for Healthcare and over 100 articles that focus on both the theory and practice of management, especially, hospitality management. Presently, he is a Professor of Management at the University of Central Florid