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Faculty and Staff Profile

Stephen Grove

Professor of Marketing

Office: 355-E Sirrine Hall
Phone: 864-656-5287
Fax: 864-656-0138

 Educational Background

Post Doctoral Work Marketing
Oklahoma State University 1983

Ph.D Sociology
Oklahoma State University 1979

M.A. Sociology
Texas Christian University 1975

B.A. Sociology
Texas Christian University 1972

 Courses Taught

Services Marketing
Principles of Marketing
Consumer Behavior
Customer Service
Markeitng Management
Marketing Research


He has published over 60 articles in scholarly journals such as the Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Public Policy and Marketing, Journal of Advertising, Journal of Advertising Research, Journal of Current Issues and Research in Advertising, Journal of Macromarketing, Journal of Business Research, Journal of Services Research, Journal of Personal Selling and Sales Management, The Service Industries Journal, European Journal of Marketing, Journal of Services Marketing, Managing Service Quality, Marketing Management and several others. He has also co-authored nearly 40 articles that appear as chapters and the like, as well over 200 conference presentations and proceedings pieces. He is co-author of the text, Interactive Services Marketing (Cengage Publishing), now in its 4th edition, and the book, Services Marketing Self- Portraits: Introspections, Reflections and Glimpses from the Experts (American Marketing Association). He has also twice served as Chair of the American Marketing Association Services Marketing Special Interest Group (SERVSIG) and as a member of the American Marketing Association Academic Council.

 Research Interests

Interactive aspects of the service encounter
Dysfunctional customer behavior
The Service Arts as a component of Service Science, Management, Engineering and Design
Service advertising

 Research Publications

Fisk, Raymond P., Stephen J. Grove and J. John (2014), Services Marketing: An Interactive Approach, 4th edition, Boston: Cengage.

Daly, A., S. Baron, M. Dorsch, R. Fisk, S. Grove, K. Cassidy and R. Harris (2014), "Bridging the Academic-Practioner Divide: The Case of Service Theater", Journal of Services Marketing, Vol. 28, No. 7 (Oct.).

Reilly, T. M., S. Cummins, L. Carlson, S.J. Grove and M. J. Dorsch, "Investigating the Portrayal and Influence of Sustainability Claims in an Environmental Advertising, Context" (2014), Journal of Macromarketing, Vol. 34, 332-348.

Grove, Stephen J., Michael J. Dorsch and Raymond P. Fisk, (2014) "A Twenty Year Retrospective of the Frontiers in Service Conference," The Services Industries Journal (forthcoming)

Grove, Stephen J. and Michael J. Dorsch (2014), "Evoking Customer Response through Aesthetics in Service Design," Touchpoint: The Journal of Service Design, Vol. 5, No. 3, 30-33.

Fisk, Raymond P. and Stephen J. Grove (2012 "A Performing Arts Perspective on Service Design," Touchpoint: Journal of Service Design. Vol 4, No. 2

Grove, Stephen J., Gregory M. Pickett, Scott Jones and Michael J. Dorsch(2012), "Spectator Rage as the Dark Side of Enganging Sport Fans: Implications for Services Marketers," Journal of Service Research, Vol. 15 (1), 3-20.

Grove, Stephen J., Michael J. Dorsch, and Christopher D. Hopkins (2012), "Assessing the Longitudinal Robustness of Spectators’ Perceptions of the Functions of Sport: Implications for Sports Marketers," Journal of Marketing Theory and Practice, Vol. 20 (1), 23-38.

Stafford, Marla Royne, Tim Reilly, Stephen J. Grove and Les Carlson, "The Evolution of Services Advertising in a Services-Driven National Economy: An Analysis of Progress and Missed Opportunities," Journal of Advertising Research, Vol. 51, No. 1 (2011) , pp. 136-152.

Cummings, Shannon, Tim Reilly, Les Carlson, Steve Grove and Mike Dorsch (2011),
"An Assessment of Sustainability Claims in Environmental Advertising," in Reading and Cases in Sustainable Marketing, C. D'Souza, M. Taghian and M. Polonsky, eds., Prahan, Austraila: Tilde,(2011), pp. 143-161

Jones, Scott, Stephen J. Grove and Gregory Pickett, "Spectator Rage: An Overview," Co- Consumer Behavior Knowledge for Effective Sports and Event Marketing, L. R. Kahle, A. Close (eds.), New York, NY Routledge Taylor and Francis Group (2011), pp. 87-97.

Fisk, Raymond, Stephen J. Grove, Lloyd Harris,, Dominique Keefe, Kate Duaunt, Rebekah Russell-Bennett, and Jochen Wirtz" Customers Behaving Badly: A State of the Art Review, Research Agenda and Implications for Practitioners," Journal of Services Marketing, Vol. 24, No 6 (2010), pp.417-429.

Grove, Stephen J. with R. P. Fisk and J. John, "The Future of Services Marketing: Predictions from the Service Experts" (reprint), in Services Marketing, S. Baron (Ed.), Beverly Hills: Sage (2010).

Fisk, R. P. and Grove, Stephen J., "The Evolution and Future of Service: Building and Broadening a Multidisciplinary Field," in Handbook of Service Science, P.P. Maglio, C. A. Kieleszewki and J. C. Spohrer (eds.), New York, NY: Springer (2010), pp. 643-664.

Hopkins, Christopher D., Stephen J. Grove, Mary Anne Raymond, Mary C. LaForge,
(2009), “Designing the E-Servicescape: Implications for Online Retailers,” Journal of Internet Commerce, vol. 8(1/2), pp. 23-43.

Daly, Aidan, Stephen J. Grove, Michael J. Dorsch, and Raymond P. Fisk (2009), “The Impact of Improvisation Training on Service Employees in a European Airline: A Case Study,” European Journal of Marketing, 43(3/4), 459-472.

Fisk, Raymond P. and Stephen J. Grove, "Broadening Services Marketing: Building a Multidisciplinary Field," in Trends and Perspectives in the Service Sector, D. Spath and W. Ganz (eds.), Hanser Verlag Publishing Co. (2008), pp.233-244.