Ming-Hui Huang is Distinguished Professor, Department of Information Management, College of Management, National Taiwan University, fellow of European Marketing Academy (EMAC), International Research Fellow of the Centre for Corporate Reputation, University of Oxford, UK, and Distinguished Research Fellow of the Center for Excellence in Service, University of Maryland, USA. She is also the incoming Editor-in-Chief of the Journal of Service Research (JSR).

Roland T. Rust is Distinguished University Professor, David Bruce Smith Chair in Marketing, and founder and Executive Director of the Center for Excellence in Service at the Robert H. Smith School of Business, University of Maryland. An award-winning writer and editor, he has edited several major journals and consulted with American Airlines, AT&T, Dupont, Eli Lilly, FedEx, Lockheed Martin, Microsoft, NASA, and Sony, among many companies worldwide.