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Eminent Scholar Chairs and Professorships
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Phone:
Not Available
Office:
519 RBA
Email:
mbrady@fsu.edu
Education: Ph.D., Florida State University
Curriculum Vitae:
Professor Brady's resume is available as an Adobe Acrobat PDF document.
Specialty
Customer Reactions to Frontline Service Experiences
Research Interests
Customer Perceptions of Service Delivery
Strategic Ramifications of Branding for Service Firms
International Services Marketing
Managing the Service Recovery Process
Service Employee Deviance
Current Projects
Altruistic Service Theft
The Role of Brand Equity in Service Evaluations
Strategic Use of Humor in Service Encounters
Selected Published Research
- "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing (2009) forthcoming (with J.M. Kennedy, P.G. Patterson, and A.K. Smith)
- "Strategies to Offset Performance Failures: The Role of Brand Equity," Journal of Retailing (2008) 84 (June) 151-164 (with J.J. Cronin, G.L. Fox, and M.L. Roehm)
- "Consumer Responses to Performance Failures by High-Equity Brands," Journal of Consumer Research (2007) 34 (December), 537-545 (with M.L. Roehm)
- "A Voice From the Silent Masses: An Exploratory and Comparative Analysis of Noncomplainers," Journal of the Academy of Marketing Science (2006) 34 (4), 514-527 (with C. M. Voorhees and D. M. Horowitz)
- "Some New Thoughts on Perceived Service Quality: A Hierarchical Approach, Journal of Marketing 65, (July 2001), pp. 34-49 (with J.J. Cronin).
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Location & Hours
850/644-3090