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Oklahoma State University

TOM BROWN

TOM BROWN

School of Marketing & International Business
Prof/Noble Fdn Ch/Dept Hd

319 BUSINESS BLDG.
STILLWATER, OK 74078
Phone: 405-744-5113

tom.brown@okstate.edu

Biography

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-Madison, 1994
  • MS, University of Wisconsin-Madison, Marketing, 1992
  • MBA, Oklahoma State University, Marketing, 1988
  • BS, Oklahoma State University, Marketing, 1983

Publications

  • Tom J. Brown, Tracy Suter, and Gilbert Churchill. (2018). "Basic Marketing Research". Mason, OH: Cengage. 9th ed.,
  • Jin Ho Jung, Tom J. Brown, and 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, and 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 and 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, and 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.
  • Mignon van Halderen, Cees van Riel, M. Bhatt, G. Berens, and Tom J. Brown. (2016). "Managing Impressions in the Face of Rising Stakeholder Pressures: Examining Oil Companies’ Shifting Stances in the Climate Change Debate". Journal of Business Ethics.
  • Tom J. Brown, Tracy Suter, and Gilbert Churchill. (2014). "Basic Marketing Research". Cengage. 8th ed.,
  • Eric Harris, Tom J. Brown, John Mowen, and 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.
  • Tom J. Brown and Tracy Suter. (2014). "MR2". Mason, OH: Cengage.
  • Jin Ho Jung, Tom J. Brown, and Alex Zablah. (2013). "The Effect of Customer-Initiated Justice on Customer-Oriented Behaviors". AMA Summer Educator's Conference Proceedings.
  • Tom J. Brown and Tracy Suter. (2012). "MR". Mason, OH: Cengage.
  • Alex Zablah, George R. Franke, Tom J. Brown, and 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, and 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 and Tom J. Brown. (2010). "Basic Marketing Research". Mason, OH: Thomson/South-Western. 7,
  • Tom J. Brown, P.A. Dacin, and 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, and 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, and 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, and 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, and 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 and Tom J. Brown. (2007). "Basic Marketing Research". Mason, OH: Thomson/South-Western. 6,
  • N. Spears, Tom J. Brown, and 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 and 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, and 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, and 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, and 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, and 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, and 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 and 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, and 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.

Editorial and Review Activities

  • Journal of Service Research
    Editorial Board Member
    January 2018
  • AMS Mary Kay Doctoral Dissertation Award
    Ad Hoc Reviewer
    2015
  • Journal of the Academy of Marketing Science
    Editorial Board Member
    July 2012
  • Corporate Reputation Review
    Editorial Board Member
    July 2003
  • Journal of Service Research, special section “Managing Frontlines in Service Organizations”
    Editor or Co-Editor
    2017
  • Organizational Frontlines Research Symposium
    2014 - 2017
  • AMA Winter Marketing Educators’ Conference
    2015
  • AMS Mary Kay Doctoral Dissertation Award
    Ad Hoc Reviewer
    2014
  • Managing Frontlines in Service Organizations, Journal of Service Research
    2014
  • Journal of Service Research, special section
    Editor or Co-Editor
    November 2014
  • European Journal of Marketing
    Ad Hoc Reviewer
    2013
  • Journal of Public Policy and Marketing
    Ad Hoc Reviewer
    2013
  •  Corporate Reputation Review
    Editorial Board Member
    2013
  •  Journal of Marketing
    Ad Hoc Reviewer
    2013
  • 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
    July 2000 - July 2006

Awards and Honors

  • Co-editor, special section on Managing Frontlines in Service Organizations (2017)
  • Academic Leadership Academy, Member of Initial Class (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)

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