Dr. Carol F. Surprenant is Professor Emeritus of Marketing at the University of Rhode Island. She specializes in market research, customer satisfaction, and marketing strategy development. Dr. Surprenant has taught executive programs in marketing strategy and service marketing for Boston University and for the American Management Association. She has consulted in industry primarily for technically driven companies N.V. Philips and AT&T, and service companies American Express and UNUM. Her research interests include customer service and satisfaction particularly in the B2B arena. Dr. Surprenant holds her MBA and PhD degrees from the University of Wisconsin-Madison.