Recent Publications |
Customer Delight: A Review and Agenda for Research
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Journal of Marketing Theory and Practice
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2019;
;
(D. Barnes, Alexandra Krallman)
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Idiosyncratic Service Experiences: When Customers Desire the Extraordinary in a Service Encounter
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Journal of Business Research
,
2018;
V.84 pp. 150-61 ;
(D. Barnes, Collier, Abney & Pelletier)
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Observing Delightful Experiences of Other Customers: The Double-Edged Sword of Jealousy and Joy
,
Journal of Service Theory and Practice
,
2017;
V.27 N.1 pp. 145-163 ;
(D. Barnes, Ludwig and Gouthier)
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Delight and the Grateful Customer: Beyond Joy and Surprise
,
Journal of Service Theory and Practice
,
2017;
V.27 N.1 pp. 250-269 ;
(D. Barnes, Ball)
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The Role of Delight in Driving Repurchase Intentions
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Journal of Personal Selling and Sales Management
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2017;
V.37 N.1 pp. 61-71 ;
(D. Barnes, Meyer and Friend)
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Implementing a Delight Strategy in a Restaurant Setting: The Power of Unsolicited Recommendations
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Cornell Hospitality Quarterly
,
2016;
V.57 N.3 pp. 329-342 ;
(D. Barnes, Meyer and Kinard)
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Multiple Paths to Customer Delight: The Impact of Effort,
Expertise and Tangibles on Joy and Surprise
,
Journal of Services Marketing
,
2016;
V.30 N.3 pp. 277-289 ;
(D. Barnes, Collier, Howe & Hoffman)
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Self-Service Delight: Exploring the Hedonic Aspects of Self-Service
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Journal of Business Research
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2015;
V.68 N.5 pp. 986-993 ;
(D. Barnes, Collier)
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Delighting Baby Boomers and Millennials: Factors that Matter Most
,
Journal of Marketing Theory and Practice
,
2015;
V.32 N.3 ;
(D. Barnes, Beauchamp)
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The Impact of Perceived Customer Delight on the Frontline Employee
,
Journal of Business Research
,
2015;
V.68 N.2 pp. 433-441 ;
(D. Barnes, Ponder and Hopkins)
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Tailoring to Customers' Needs: Understanding How to Promote an Adaptive Service Experience with Frontline Employees
,
Journal of Service Research
,
2014;
V.17 N.4 pp. 446-459 ;
(D. Barnes, Wilder and Collier)
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Customer Delight and Work Engagement
,
Journal of Services Marketing
,
2014;
V.28 N.5 pp. 380-390 ;
(D. Barnes, Collier and Robinson)
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The Antecedents and Consequences of
Work Engagement
,
Journal of Services Marketing
,
2013;
V.27 N.6 pp. 485-499 ;
(D. Barnes, Collier)
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Incorporating the Employee’s Perspective on Delight as a Strategy
,
Journal of Personal Selling and Sales Management
,
2013;
V.33 N.1 pp. 93-106 ;
(D. Barnes, Collier, Ponder and Williams)
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