Profiles

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Tom Brown Noble Foundation Chair in Marketing Strategy and Professor of Marketing Department of Marketing 424 Business Building Stillwater Campus 405-744-5113 (Phone) 405-744-5180 (Fax)

Tom J. Brown (Ph.D., University of Wisconsin - Madison) is Noble Foundation Chair in Marketing Strategy and Professor of Marketing in the Spears School of Business at Oklahoma State University. In addition, he serves as Director for the Center for Customer Interface Excellence. His current research interests include the customer orientation of service workers and other factors that influence interactions between customers and frontline employees, as well as the causes and effects of corporate reputation. His research has been published in the Journal of Marketing Research, the Journal of Marketing, the Journal of Consumer Research, Journal of Applied Psychology, Journal of the Academy of Marketing Science, and other scholarly journals. He has received the Regents Distinguished Research Award for the Spears School of Business and has been recognized as one of the top 50 MBA graduates from Oklahoma State University. Tom teaches marketing theory (Ph.D. program), services marketing (executive Ph.D. program; undergraduate), and marketing research (undergraduate). He is co-founder of the Corporate Identity / Associations Research Group. He is coauthor (with Gilbert A. Churchill, Jr., and Tracy A. Suter) of Basic Marketing Research (8th edition) and (with Tracy A. Suter) of MR2.

Education

Ph D, University of Wisconsin-Madison1994
MS, University of Wisconsin-MadisonMarketing1992
MBA, Oklahoma State UniversityMarketing1988
BS, Oklahoma State UniversityMarketing1983

Publications

Jin Ho Jung, Tom J. Brown & Alex Zablah. (2017). "The Effect of Customer-Initiated Justice on Customer-Oriented Behaviors". Journal of Business Research. 71, 38-46.

Jagdip Singh, Michael Brady, Todd Arnold & Tom J. Brown. (2017). "The Emergent Field of Organizational Frontlines". Journal of Service Research. 20, 3-11.

Tom J. Brown. (2016). "“Corporate Associations,” entry in The SAGE Encyclopedia of Corporate Reputation, edited by Craig Carroll". Craig Carroll, ed.:

Yushan Huang & Tom J. Brown. (2016). "How Does Customer Orientation Influence Authentic Frontline Display?". Journal of Services Marketing. 30 (3)

Alex Zablah, D. Todd Donavan, Brad Carlson, James Maxham III & Tom J. Brown. (2016). "A Cross-Lagged Test of the Relationship between Customer Satisfaction and Employee Job Satisfaction in a Relational Context". Journal of Applied Psychology, 101, 743-755.

Tom J. Brown, Tracy Suter & Gilbert Churchill. (2014). "Basic Marketing Research". Cengage. (8th ed.)

Eric Harris, Tom J. Brown, John Mowen & Andrew Artis. (2014). "Exploring the role of productivity propensity in frontline employee performance: Its relationship with customer orientation and important outcomes". Psychology & Marketing. 31 (March), 171-183.

Mignon van Halderen, Cees van Riel, M. Bhatt, G. Berens & Tom J. Brown. "Managing Impressions in the Face of Rising Pressures from Stakeholders: A Comparative Case Study Analysis". Journal of Business Ethics, (Forthcoming).

Tom J. Brown & Tracy Suter. (2014). "MR2". Mason, OH: Cengage.

Jin Ho Jung, Tom J. Brown & Alex Zablah. (2013). "The Effect of Customer-Initiated Justice on Customer-Oriented Behaviors". AMA Summer Educator's Conference Proceedings.

Tom J. Brown & Tracy Suter. (2012). "MR". Mason, OH: Cengage.

Alex Zablah, George R. Franke, Tom J. Brown & Darrell E Bartholomew. (2012). "How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A Meta-Analytic Evaluation". Journal of Marketing, 76, 21-40.

Mignon D. van Halderen, Tom J. Brown & Cees B.M. van Riel. (2011). "Balancing between Legitimacy and Distinctiveness in Corporate Messaging: A Case Study in the Oil Industry". Corporate Reputation Review. 14, 273-299.

G.A. Churchill & Tom J. Brown. (2010). "Basic Marketing Research". Mason, OH: Thomson/South-Western. (7)

Tom J. Brown, P.A. Dacin & L.F. Pitt. (2010). "Corporate Image and Reputation in B2B Markets: Insights from CI/ARG 2008". Industrial Marketing Management. 39 (July), 709-711.

Karen Flaherty, John Mowen, Tom J. Brown & G.W. Marshall. (2009). "Leadership Propensity and Sales Performance among Sales Personnel and Managers in a Specialty Retail Store Setting". Journal of Personal Selling and Sales Management. 29 (Winter), 43-59.

J. Grizzle, Alex Zablah, Tom J. Brown, John Mowen & J.M. Lee. (2009). "Employee Customer Orientation in Context: How the Environment Moderates the Influence of Customer Orientation on Performance Outcomes ". Journal of Applied Psychology, 94 (5), 1227-1242.

B.V. Larson, Karen Flaherty, Alex Zablah, Tom J. Brown & Josh Wiener. (2008). "Linking Cause-Related Marketing to Sales Force Responses and Behavioral Performance". Journal of the Academy of Marketing Science. 36 (2), 271-277.

B.D. Carlson, Tracy Suter & Tom J. Brown. (2008). "Social versus Psychological Brand Community: The Role of Psychological Sense of Brand Community". Journal of Business Research. 61, 284-291.

G.A. Churchill & Tom J. Brown. (2007). "Basic Marketing Research". Mason, OH: Thomson/South-Western. (6)

N. Spears, Tom J. Brown & P.A. Dacin. (2006). "Assessing the Corporate Brand: The Unique Corporate Association Valence (UCAV) Approach". Journal of Brand Management. 14 (1/2), 5-19.

P.A. Dacin & Tom J. Brown. (2006). "Corporate Branding, Identity, and Customer Response". Journal of the Academy of Marketing Science. 34 (Spring), 95-98.

Tom J. Brown, P.A. Dacin, M.G. Pratt & D.A. Whetten. (2006). "Identity, Intended Image, Construed Image, and Reputation: An Interdisciplinary Framework and Suggested Terminology". Journal of the Academy of Marketing Science. 34 (Spring), 99-105.

Tom J. Brown, T.E. Barry, P.A. Dacin & R.F. Gunst. (2005). "Spreading the Word: Investigating Antecedents of Consumers’ Positive Word-of-Mouth Intentions and Behaviors". Journal of the Academy of Marketing Science. 33 (Spring), 123-138.

E.G. Harris, John Mowen & Tom J. Brown. (2005). "Reexamining Salesperson Goal Orientations: Personality Influencers, Customer Orientation, and Work Satisfaction". Journal of the Academy of Marketing Science. 33 (Winter), 19-35.

D.T. Donavan, Tom J. Brown & John Mowen. (2004). "Internal Benefits of Service Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors". Journal of Marketing, 68

J.W. Licata, John Mowen, E.G. Harris & Tom J. Brown. (2003). "On the Trait Antecedents and Outcomes of Service Worker Job Resourcefulness: A Hierarchical Model Approach". Journal of the Academy of Marketing Science. 31 (Summer), 256-271.

P.A. Dacin & Tom J. Brown. (2002). "Corporate Identity and Corporate Associations: A Framework for Future Research". Corporate Reputation Review. 5 (Fall), 254-263.

Tom J. Brown, John Mowen, D.T. Donavan & J.W. Licata. (2002). "The Customer Orientation of Service Workers: Personality Trait Effects on Self- and Supervisor Performance Ratings". Journal of Marketing Research, 39, 110-119.

Awards and Honors

Co-editor, special section on Managing Frontlines in Service Organizations (2016)
Consortium Faculty (2016)
OSU Mortar Board Honorary Initiate (2015)
SSB Faculty of the Month (2014)
Consortium Faculty (2013)
Consortium Faculty (2012)
Consortium Faculty (2012)
Consortium Faculty (2011)
Richard W. Poole Research Excellence Award (2011)
Top 50 alumnus of OSU’s MBA program (2011)
Consortium Faculty (2010)
International Research Fellow (2010)
Richard W. Poole Research Excellence Award (2009)
Regents Distinguished Research Award (2008)
Richard W. Poole Research Excellence Award (2008)
Richard W. Poole Research Excellence Award (2006)
Best Paper Award for best article appearing in the Journal of the Academy of Marketing Science (2005)
Richard W. Poole Research Excellence Award (2005)
Dean’s Research Excellence Award (2003)
Kenneth D. and Leitner Greiner Teaching Award (2001)
Faculty of the Month (2000)
TA Mentor Award (1993)

Editorial and Review Activities

Journal of Service Research, special section on “Managing Frontlines in Service Organizations”
Editor or Co-Editor
2014

Journal of the Academy of Marketing Science
Editorial Board Member
2012

Corporate Reputation Review
Editorial Board Member
2003

Journal of Service Research, special section “Managing Frontlines in Service Organizations”
Editor or Co-Editor

Organizational Frontlines Research Symposium
2014 - 2017

AMA Winter Marketing Educators’ Conference

Managing Frontlines in Service Organizations, Journal of Service Research

 Corporate Reputation Review
Editorial Board Member

Special Issue of Journal of the Academy of Marketing Science on Corporate Branding, Identity, and Customer Response
Editor or Co-Editor
2005 - 2006

Journal of the Academy of Marketing Science
Editorial Board Member
2003 - 2006

 Journal of the Academy of Marketing Science
Editorial Board Member
2000 - 2006

Academic, Military, and Professional Positions

Department of Marketing, Oklahoma State University, Director, Center for Customer Interface Excellence, 2014
Department of Marketing, Oklahoma State University, Noble Chair in Marketing Strategy, September 2011
Department of Marketing, Oklahoma State University, Professor of Marketing, 2005
Department of Marketing, Oklahoma State University, Ardmore Professor of Business Administration, 2003 - 2011
Waterford Institute of Technology - Ireland, Visiting Scholar, - August 2010
Waterford Institute of Technology - Ireland, Visiting Scholar, - September 2007
Department of Marketing, Oklahoma State University, Associate Professor of Marketing, 2000 - 2005
Department of Marketing, Oklahoma State University, Assistant Professor of Marketing, 1997 - 2000
Southern Methodist University, Assistant Professor of Marketing, 1994 - 1997