Acknowledgments

I dedicate this book to all those service professionals who provide us with memorable experiences that enrich and brighten our daily lives.

I wish to thank my lovely wife Solange, whose patience and unconditional support have allowed me to pursue my professional goals and aspirations. For the past twenty-three years, Solange’s wisdom and matter-of-fact view of life have kept me grounded on Planet Earth and have provided a sounding board for my ideas and concepts. I wish also to thank my wonderful sons, Gianluca and Niccoló (and not least for sharing their unique perspective on what is cool and what is not!).

I also wish to thank Horst Schulze—my “boss,” friend, mentor, and partner—who taught me everything I needed to know about ...

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