Department of
Marketing
Location Location & Hours
Address, RBA 307
M-F, 8am-5pm
Map
Contact
e-mail send e-mail
Phone 850/644-4091
Personnel personnel
Michael Brady Carl DeSantis Professor of Business Administration

Phone: Not Available

Office: 519 RBA

E-mail: 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).
Awards
2008 William R. Jones Outstanding Mentor Award
2007 Academy of Marketing Science Outstanding Teaching Award
2005-2006 University Teaching Award
2004 Outstanding Reviewer Award, Journal of Retailing