Bob Hartley is a principal lecturer in the department of marketing at De Montfort University. His primary teaching and research interests are in marketing management and the management of sales and customer relations. Recent papers have focused on the theme of integrated marketing communications with particular emphasis in the area of customer contact management. He is presently chair of the Marketing Assessment Committee. Prior to joining De Montfort he worked in sales and public relations in both the public and private sector. His experience includes selling products such as industrial gases and chemicals for BOC plc and Johnson Wax Ltd.