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Oklahoma State University
Center for Sales and Service Excellence

Spears School of Business at Oklahoma State University

Meet the Center Directors – Todd Arnold

Todd Arnold

Todd J. Arnold (Ph.D., University of Missouri – Columbia) is Director of the Center for Sales and Service Excellence, as well as Raymond A. Young Chair in the Spears School of Business at Oklahoma State University. Raymond A. Young was a prominent retailer within the state of Oklahoma, and Todd is proud to serve as this chair and honor Mr. Young through the development of knowledge related to the retailing field, as well as through teaching the students at Oklahoma State University.

His research and teaching interests in customer-employee interactions are a direct result of his work experiences. Before entering academia, Todd worked in management positions for both Circuit City Stores and Eckerd Drug Corporation. In addition, he worked as a salesperson for Pitney-Bowes Corporation. He currently helps his wife, Olga, and Dr. Laura Bilbruck to manage and operate their co-owned medical spa in Broken Arrow, OK. As a result of all these experiences, Todd’s ability to understand and study the interaction between customers and employees has been greatly enhanced.

His current research interests include studying the attributes that serve employees most beneficially when interacting with customers, as well as trying to enhance our understanding of how a retail manager’s relationships with both supervisors and subordinates influence retailer performance. His research has been published in a number of different journals that focus upon the management of customer-facing employees, including the Journal of Retailing, the Journal of Service Research, and the Journal of Personal Selling and Sales Management. He has been awarded the Richard W. Poole Research Excellence award at Oklahoma State University on five different occasions, and has been twice nominated for the Regents Research Award. Todd serves on the editorial review board of the Journal of Retailing.

Todd teaches marketing strategy at both the undergraduate and graduate levels for OSU. In addition, he has taught strategy within the Executive MBA program at Zayed University in Abu Dhabi, United Arab Emirates on multiple occasions. In each instance, the importance of successfully managing the interaction between customers and employees is a focal part of his teachings related to the development of sound marketing strategy.

Todd is active in the American Marketing Association, having served as co-chair for the 2012 Summer Marketing Educators’ Conference in Chicago. In addition, he has served on multiple occasions as track chair within the retailing/pricing domain of the AMA conference.

Todd and his wife Olga live in Broken Arrow, OK. He is an avid cyclist, and a tried-and-true dog-lover.

Phone: (918) 594-8596 USA