Richard Feinberg, Ph.D. is a consumer psychologist and Professor in the Department of Consumer Sciences and Retailing and the Director of the Center for Customer-Driven Quality at Purdue University and was Head of the Department of Consumer Sciences and Retailing (1989-1998; 2001-2002). He teaches courses in consumer behavior, retailing, "e"-retailing, customer relationship management and leadership. He has directed over 85 PhD and masters theses. He is responsible for the development and delivery of executive education programs and has been a consultant for many companies on customer service/satisfaction. He is the author of over 200 research and trade articles, and hundreds of presentations and seminars. With Ko deRuyter and Lynne Bennington he authored "Call Center Management: Great Ideas Th(at) work." With Jon Anton he is a contributing author of Customer Relationship Management (Prentice Hall) one of the first texts professionalizing and organizing customer relationship management. He is Consulting Editor and reviewer for professional journals and has been a member of the Advisory Board for OneBlue World an Internet start-up and was a member of the Board of Directors for Paul Harris Stores, the Purdue University Press, Benchmarkportal and the FightBack Foundation. He has consulted with tens of companies (some big ones) and has served as an expert witness and consultant on some extremely interesting law suits.