<strong><span>David Solnet, Ph.D., </span></strong><span>is
an associate professor of service management and hospitality at The University
of Queensland’s Business School in Brisbane, Australia. He is also the managing
director of Shift Directions, a management consulting firm specializing in business
improvement programs, financial analysis, service quality improvement and
management development programs. David comes from a restaurant management
background, with 18 years of experience including senior management roles in
the USA and Australia. His research, teaching and consulting all focus on managing
and leading service organizations, with particular emphasis on managing the
employee-customer interface through various organizational psychology lenses.
He has published widely in leading academic journals, book chapters and trade
publications in the areas of service management, managing and motivating
service employees and organizational service climate.</span>

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