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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 – Tom Brown

Tom J. Brown

Tom J. Brown (Ph.D., University of Wisconsin – Madison) is Associate Director of the Center for Sales and Service Excellence, as well as Noble Foundation Chair in Marketing Strategy in the Spears School of Business at Oklahoma State University and an International Research Fellow in the Oxford University Centre for Corporate Reputation.

His research and teaching interests in customer-employee interactions came about naturally while growing up in the family business, a retail furniture store in a small Oklahoma town. Watching his parents succeed by working hard and by treating customers and employees fairly laid a foundation for a career in industry (Tom was a banker for a few years) and academia focused on services marketing and management.

His current research interests include factors that influence the interactions between frontline employees and their customers as well as the causes and effects of corporate reputation. His research stream on the customer orientation of frontline workers is ongoing, with research articles published in leading marketing and management journals. He received the Regents Research Award at Oklahoma State University in 2009.

Tom has taught services marketing to students at all levels ranging from undergraduate courses to Executive PhD courses. He also teaches marketing research; student groups from his courses have completed marketing research projects for dozens of organizations, ranging from small not-for-profits to Fortune 500 companies. He is coauthor (with Gilbert Churchill, Jr., and Tracy Suter) of Basic Marketing Research (8th ed.; Cengage) and (with Tracy Suter) MR2 (Cengage). Tom has advised the undergraduate winner in the statewide Donald W. Reynolds Governor’s Cup business plan competition; a second project he advised was a semi-finalist in the competition another year.

Tom is active in the American Marketing Association, serving as co-chair for two international research conferences as well as the AMA / Sheth Foundation Doctoral Consortium. In addition, he was elected to the AMA Academic Council for a five-year term, including a one-year stint as president of the council.

Tom and his wife DiAnn have four children and live in Stillwater, Oklahoma. They are active members at Sunnybrook Christian Church and with Young Life of Stillwater.

Phone: (405)744-5113 USA