Stephen W. Brown
Stephen W. Brown
Professor of Marketing
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Cited by
Cited by
Customer evaluations of service complaint experiences: implications for relationship marketing
SS Tax, SW Brown, M Chandrashekaran
Journal of marketing 62 (2), 60-76, 1998
Technology infusion in service encounters
MJ Bitner, SW Brown, ML Meuter
Journal of the Academy of marketing Science 28 (1), 138-149, 2000
A gap analysis of professional service quality
SW Brown, TA Swartz
Journal of marketing 53 (2), 92-98, 1989
Moving forward and making a difference: research priorities for the science of service
AL Ostrom, MJ Bitner, SW Brown, KA Burkhard, M Goul, V Smith-Daniels, ...
Journal of service research 13 (1), 4-36, 2010
Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies
ML Meuter, MJ Bitner, AL Ostrom, SW Brown
Journal of marketing 69 (2), 61-83, 2005
Tracking the evolution of the services marketing literature
RP Fisk, SW Brown, MJ Bitner
Journal of retailing 69 (1), 61-103, 1993
Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors
LA Bettencourt, SW Brown
Journal of retailing 73 (1), 39-61, 1997
Recovering and learning from service failure
SS Tax, SW Brown
MIT Sloan Management Review, 1998
Service loyalty: its nature, importance, and implications
DD Gremler, SW Brown
Advancing service quality: A global perspective 5 (1), 171-181, 1996
Consumer satisfaction and perceived quality: complementary or divergent constructs?
JB Gotlieb, D Grewal, SW Brown
Journal of applied psychology 79 (6), 875, 1994
Client co-production in knowledge-intensive business services
LA Bettencourt, AL Ostrom, SW Brown, RI Roundtree
California management review 44 (4), 100-128, 2002
Generating positive word‐of‐mouth communication through customer‐employee relationships
DD Gremler, KP Gwinner, SW Brown
International Journal of Service Industry Management, 2001
The loyalty ripple effect: appreciating the full value of customers
DD Gremler, SW Brown
International journal of service industry management, 1999
Forming successful business-to-business services in goods-dominant firms
WA Neu, SW Brown
Journal of service research 8 (1), 3-17, 2005
Role stressors and customer-oriented boundary-spanning behaviors in service organizations
LA Bettencourt, SW Brown
Journal of the academy of Marketing Science 31 (4), 394-408, 2003
Service customization through employee adaptiveness
KP Gwinner, MJ Bitner, SW Brown, A Kumar
Journal of Service Research 8 (2), 131-148, 2005
The development and emergence of services marketing thought
SW Brown, RP Fisk, M Jo Bitner
International journal of service industry management 5 (1), 21-48, 1994
An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic
S Michel, SW Brown, AS Gallan
Journal of the academy of marketing science 36, 54-66, 2008
Branded service encounters: Strategically aligning employee behavior with the brand positioning
NJ Sirianni, MJ Bitner, SW Brown, N Mandel
Journal of Marketing 77 (6), 108-123, 2013
Customer positivity and participation in services: an empirical test in a health care context
AS Gallan, CB Jarvis, SW Brown, MJ Bitner
Journal of the Academy of Marketing Science 41, 338-356, 2013
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