Service Failure

Acknowledgments

I am indebted to many fantastic people who helped make Service Failure possible. At the very top of the list is my wife, Sally, whose unwavering support and encouragement continuously inspires me, while her sharp business mind makes her my most trusted colleague.

Many thanks go to a number of people who were instrumental in helping me turn a mountain of research and ideas into a book. Grace Judson, my initial editor, helped me clarify my voice as an author and used her keen eye to make my writing much more readable. My agent, Maryann Karinch, used her experience and wisdom to give me a great sense of optimism about the unknown while giving me a crash course on how to become an author. I also appreciate the kindness and patience ...