Dr. Donald Barnes

Donald C. Barnes is an Associate Professor of Marketing. His research is focused in the service environment, with an emphasis on the impact of perceived and actual customer delight on the customer, employee and firm. His research has been published at various journals including Journal of Service Research, Journal of Services Marketing, Journal of Business Research, Cornell Hospitality Quarterly, Journal of Personal Selling and Sales Management, Journal of Service Theory and Practice and Journal of Marketing Theory and Practice. He also serves on the editorial review boards for the Journal of Business Research, Journal of Marketing Theory and Practice and the Journal of Services Marketing. His primary teaching responsibilities at the undergraduate level include marketing research and services marketing. His primary teaching responsibilities at the graduate level include strategic marketing and a course on customer delight and the service experience.

Delight Spirals: The Cause and onsequence of Employee Perceived Customer Delight , Journal of Service Theory and Practice , 2020; V.30 N.2 pp. 149-170 ; (D. Barnes, Guidice and Kinard)

Customer Delight During A Crisis: Understanding Delight through the Lens of Transformative Service Research , Journal of Service Management , 2020; ; (D. Barnes, Magnus, Scribner, Krallman and Guidice)

After-Service Gifts: Evaluating How Presence, Context and Value Impact Customer Satisfaction and Customer Delight , Journal of Marketing Theory and Practice , 2020; ; (D. Barnes, Kraemer, Gouthier, Ludwig and Giese)

Customer Delight: A Review and Agenda for Research , Journal of Marketing Theory and Practice , 2019; V.27 N.2 pp. 174-195 ; (D. Barnes, Alexandra Krallman)

Idiosyncratic Service Experiences: When Customers Desire the Extraordinary in a Service Encounter , Journal of Business Research , 2018; V.84 pp. 150-61 ; (D. Barnes, Collier, Abney & Pelletier)

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)

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)

The Role of Delight in Driving Repurchase Intentions , Journal of Personal Selling and Sales Management , 2017; V.37 N.1 pp. 61-71 ; (D. Barnes, Meyer and Friend)

Implementing a Delight Strategy in a Restaurant Setting: The Power of Unsolicited Recommendations , Cornell Hospitality Quarterly , 2016; V.57 N.3 pp. 329-342 ; (D. Barnes, Meyer and Kinard)

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)

Self-Service Delight: Exploring the Hedonic Aspects of Self-Service , Journal of Business Research , 2015; V.68 N.5 pp. 986-993 ; (D. Barnes, Collier)

Delighting Baby Boomers and Millennials: Factors that Matter Most , Journal of Marketing Theory and Practice , 2015; V.32 N.3 ; (D. Barnes, Beauchamp)

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)

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)

Customer Delight and Work Engagement , Journal of Services Marketing , 2014; V.28 N.5 pp. 380-390 ; (D. Barnes, Collier and Robinson)

The Antecedents and Consequences of Work Engagement , Journal of Services Marketing , 2013; V.27 N.6 pp. 485-499 ; (D. Barnes, Collier)

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)