Donald R. Cooper is the managing director of the Cooper Research Group (www.c-r-g.com), a customer satisfaction and market research consultancy specializing in customer satisfaction, loyalty, defection, and market segmentation research. While on a university leave of absence in Paris from 1989-1992, Cooper created IBM's customer satisfaction program for Europe, while reporting to the general manager of the Personal Systems business. He was on the team that launched IBM's first consumer brand PC in Europe. He assists senior management with customer satisfaction projects in various geographies around the world. Currently, he provides firms with brand, segmentation, and service/repair analysis. Clients are in investment banking, electronics, travel, heavy manufacturing, banking, health care, and government.

Dr. Cooper recently retired from Florida Atlantic University, where he taught research methods, statistics, and organizational behavior. A faculty member since 1976, he taught in the MBA, executive MBA, MPA, and doctoral programs in business and public administration. He also served as the associate dean of the business school, director of the public administration doctoral program, and director of a research center. Cooper's Ph.D. is from Kent State University. In addition to grants, articles, books, and monographs, he received several teaching awards.

Prior to his academic career, Cooper was responsible for executive recruitment at a Fortune 500 and served as a U.S. Air Force Captain in the 1151st SAS during four years of active duty.

Pamela S. Schindler, Professor of Business at Wittenberg University, is an educator and consultant. A winner of the prestigious Leavey Foundation Award in Free Enterprise Education, Schindler specializes in teaching marketing management, creative advertising, and supervising students on applied research-oriented business projects. Creator and long-time Director of Wittenberg's Center for Applied Management, she coordinated the Creative Advertising Partnership program, the Small Business Institute (SBI) program (winner of the 1996 National Showcase Award for innovation and excellence), as well as the WittConsultants program, in which she has guided more than 500 students doing experiential research and strategic projects for businesses, not-for-profits, and government agencies. Schindler is the winner of the Wittenberg Distinguished Teaching award, its highest teaching honor.

A management and marketing consultant, Schindler held operating responsibilities in her family's property management business. At Wittenberg since 1975, Schindler serves as one of the university's technology mentors. An active member of the Small Business Institute Directors' Association starting in 1982, and national and regional officer for 16 years, Schindler is a national Small Business Fellow. A former national chair of the Student Activities Council of the American Marketing Association, she served as faculty adviser to a 10-year-award-winning student American Marketing Association chapter, has published in various journals and conference proceedings, and has also served on the national editorial review boards for the Journal of Small Business Strategy and the Journal of Business and Entrepreneurship.

Schindler, who joined Wittenberg after working as an assistant women's sportswear buyer and an associate buyer of cosmetics for a division of Federated department stores, received her B.B.A. degree from the University of Cincinnati and her MBA from the University of Dayton.