Gary M. Thompson is a tenured Professor of Service Operations Management in the School of Hotel Administration at Cornell University, where he teaches undergraduate and graduate courses in Service Operations Management and Quantitative Analysis. Prior to joining Cornell in 1995, he spent eight years on the faculty of the David Eccles School of Business at the University of Utah. He holds a B.Sc. with First Class Honours from the University of New Brunswick, an M.B.A. from the University of Western Ontario, and a Ph.D. in Operations Management from The Florida State University. His research has appeared in the Cornell Hotel and Restaurant Administration Quarterly, Decision Sciences, the Journal of Operations Management, the Journal of Service Research, Management Science, Naval Research Logistics, Operations Research and other journals. He has consulted for several prominent hospitality companies and is the founder and president of Thoughtimus® Inc., a small software development firm focusing on scheduling products. From July 2003 through June 2006 he served as Executive Director of the school’s Center for Hospitality Research.