About the Author

Dennis Reynolds is the Ivar B. Haglund Endowed Chair in Hospitality Business Management at Washington State University. Previously, he was the J. Thomas Clark Professor of Entrepreneurship and Personal Enterprise at Cornell University's School of Hotel Administration.

Kathleen W. McClusky, MS, RD, FADA, is Director of Patient Satisfaction at Morrison Management Specialists in Atlanta, Georgia. She has also served as the president of her state's Dietetic Association and as an adjunct professor at Russell Sage College.