TOM BROWN

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

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. "“The Positive Influence of Watching Others Receive Preferential Treatment on Rewards Program Participation: The Moderating Role of Rule Knowledge” ". Services Marketing Quarterly (Forthcoming).
• Gabriel Gazzoli, Alex R. Zablah, Nawar N Chaker, and Tom J. Brown. (2021). "Customer-Focused Voice and Rule Breaking in the Frontlines". Journal of the Academy of Marketing Science.
• Jin Ho Jung, Tom J. Brown, and Alex R. Zablah. "How Customer Requests Influence Frontline Employee Job Outcomes: The Role of Personal Appraisal Tendencies and Situational Customer Demandingness". Journal of Retailing.
• Abdullah AlJafari and Tom J. Brown. "Supplier-initiated Ingredient/Component Branding". Journal of Business and Industrial Marketing.
• Jagdip Singh, Todd Arnold, Mike Brady, and Tom J. Brown. (2019). "Synergies at the Intersection of Retailing and Organizational Frontline Research". Journal of Retailing. (95), 2, 90-93.
• 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.