Marketing Services by Managing the Environment

Bernard H. Booms, a faculty member at Washington State University’s Seattle Center for Hotel and Restaurant Administration, received his Ph.D. in economics from the University o f Pittsburgh. He has taught at Pennsylvania State University, and has served as a visiting fellow at Harvard Business School. Mary J. Bitner is currently a consultant for, firms involved in marketing and tourism. She received an M.B. A. in marketing from the University of Washington, and has served as a research associate with