William B. Martin

William B. Martin, Ph.D., é professor de Gestão em Hotelaria, Restaurante e agência de Viagens na Universidade Politécnica da Califórnia. Além de ensinar, o Dr. Martin tem uma grande experiência em formação e consultadoria. São seus clientes a Singapura Airlines, a cadeia de hotéis Holiday Inn e a Sizzler Restaurants International. O Dr. Martin escreveu numerosos artigos para jornais académicos e ligados à indústria e publicou vários livros sobreo o serviço ao cliente, incluindo MANAGING QUALITY CUSTOMER SERVICE e QUALITY SERVICE: THE RESTAURANT MANAGER’S BIBLE. É doutorado em administração educativa pela Universidade do Ohio.

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