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Recent Publications |
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You Can’t Touch This: Driving Purchase Justification for Hedonic Online Purchases
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Journal of Business Research
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2023;
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(D. Barnes, Krallman, Lastner and Collier)
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Service Amid Crisis: The Role of Supervisor Humor & Discretionary Organizational Support
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Journal of Services Marketing
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2022;
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(D. Barnes, Guidice, Magnus, Scriber)
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It's Not Whether You Win or Lose, It's How You Play: Customer Delight in Unpredictable Experiential Encounters
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European Journal of Marketing
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2022;
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(D. Barnes, Pelletier, Collier and Beatty)
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Customer Delight During A Crisis: Understanding Delight through the Lens of Transformative Service Research
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Journal of Service Management
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2021;
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(D. Barnes, Magnus, Scribner, Krallman and Guidice)
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After-Service Gifts: Evaluating How Presence, Context and Value Impact Customer Satisfaction and Customer Delight
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Journal of Marketing Theory and Practice
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2021;
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(D. Barnes, Kraemer, Gouthier, Ludwig and Giese)
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Delight Spirals: The Cause and onsequence of Employee Perceived Customer Delight
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Journal of Service Theory and Practice
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2020;
V.30 N.2 pp. 149-170 ;
(D. Barnes, Guidice and Kinard)
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Customer Delight: A Review and Agenda for Research
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Journal of Marketing Theory and Practice
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2019;
V.27 N.2 pp. 174-195 ;
(D. Barnes, 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
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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
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Journal of Service Theory and Practice
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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
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Journal of Service Theory and Practice
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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
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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
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Journal of Services Marketing
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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
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Journal of Marketing Theory and Practice
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2015;
V.32 N.3 ;
(D. Barnes, Beauchamp)
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The Impact of Perceived Customer Delight on the Frontline Employee
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Journal of Business Research
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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
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Journal of Service Research
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2014;
V.17 N.4 pp. 446-459 ;
(D. Barnes, Wilder and Collier)
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Customer Delight and Work Engagement
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Journal of Services Marketing
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2014;
V.28 N.5 pp. 380-390 ;
(D. Barnes, Collier and Robinson)
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The Antecedents and Consequences of
Work Engagement
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Journal of Services Marketing
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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
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Journal of Personal Selling and Sales Management
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2013;
V.33 N.1 pp. 93-106 ;
(D. Barnes, Collier, Ponder and Williams)
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