Don E. Schultz is Professor Emeritus-in-Service, Northwestern University, U.S.A. He is also president of the consulting fi rm, Agora, Inc. Professor Schultz has consulted, lectured and held seminars on integrated marketing communication, marketing, advertising, sales promotion, and communication management in Europe, South America, Asia/Pacific, Australia, and North America.

Philip Kitchen

is Professor, Marketing and Business Strategy Hull University Business School, UK. Professor Kitchen has been working in academe since 1984. Prior to joining the academy community, he was a senior> manager in the retail industry, UK. He has been managing director of his own consultancy company, and senior director in a management training group. Since then, he has carried out research and consultancy with multinational and international fi rms in the European Community, the USA , and the Pacifi c Rim. He has published several books and articles on marketing and business strategy.

Chistian Grönroos

is Professor of Service and Relationship Marketing at Hanken and chairman of the board of its research and knowledge centre CERS - Centre for Relationship Marketing and Service Management. His research interests include internal marketing, service quality, and relationship marketing or marketing based on customer relationship management. Professor Grönroos is by far the internationally most cited scholar in business administration in Finland, all fi elds of management included.

Juha Hynynen
Dr. Hynynen leads the Sulake Group’s Business Support and Company Development unit responsible globally for payment systems and partners, operational environment and employees, and development of unified business practices. Prior to joining Sulake in 2004, Mr. Hynynen has held several executive positions within the ICT and Mobile Internet industries, including Nokia Research Center, Fujitsu Services, and Netikos (subsidiary of Telecom Italia). Juha holds a Doctoral degree (with honors) in Decentralized Artificial Intelligence.