consultant and educator to many service organizations, professional
service firms and manufacturing companies.
Martin G. Christopher BA, MSc, PhD, FCIM
Professor of Marketing and Logistics, Cranfield School of
Management
Martin is Head of the Marketing and Logistics Group and teaches
those subjects in the School of Management. He has lectured widely
in Europe, North America and Australasia and has had appoint-
ments as Visiting Professor at the University of British Columbia,
University of South Florida and the University of New South Wales.
Professor Christopher is currently a Deputy Director of the School
and Chairman of Continuing Studies in the School of Management.
He has written many books and articles on marketing and logistics
and is Joint Editor of the International Journal of Logistics
Management. He is non-executive Director of a number of compa-
nies and is an active consultant on Marketing and Logistics. He is a
Fellow of the Chartered Institute of Marketing and a member of the
Council of the Institute of Logistics and Distribution Management.
Moira Clark BA(Hons), MBA, DIPMM, DIPM, MCIM, MBIM
Lecturer in Services Marketing, Cranfield School of Management
Moira Clark is a Lecturer in Marketing at Cranfield School of
Management. She also serves as a consultant to a number of leading
UK and European companies. Her major area of research and con-
sulting is in Relationship Marketing, Customer Retention and
International Marketing in the service sector. She has done particu-
lar work on culture and climate, its impact on retention and loyalty
and the critical linkages between employee behaviour and customer
retention. She has published widely on this subject and is co-author
of Relationship Marketing for Competitive Advantage, Winning and
Keeping Customers. Moira is also a judge for the prestigious
Management Today/Unisys Customer Service Excellence Awards.
Prior to joining Cranfield, Moira was an international marketing
consultant based in Munich, where she was involved with a wide
range of industries including construction and related fields, engi-
neering, local radio, consumer and industrial goods manufacturers
and service industries. She has also worked for the toiletries sub-
sidiary of Dunhill International and as a Marketing Co-ordinator for
an international health food manufacturer. Moira is a graduate in
Business Studies and Marketing and has an Executive MBA from
Cranfield.
xiv Biographies