About David Solnet
David Solnet, Ph.D., is an associate professor of service management and hospitality at The University of Queensland’s Business School in Brisbane, Australia. He is also the managing director of Shift Directions, a management consulting firm specializing in business improvement programs, financial analysis, service quality improvement and management development programs. David comes from a restaurant management background, with 18 years of experience including senior management roles in the USA and Australia. His research, teaching and consulting all focus on managing and leading service organizations, with particular emphasis on managing the employee-customer interface through various organizational psychology lenses. He has published widely in leading academic journals, book chapters and trade publications in the areas of service management, managing and motivating service employees and organizational service climate.