Barnes, Donald Clay

Barnes, Donald Clay
Professor

Professor, Marketing , Cameron School of Business

Selected Publications

Academic Article

Year	Title	Altmetric
2023-01-01	Service Amid Crisis: The Role of Supervisor Humor & Discretionary Organizational Support. Journal of Services Marketing. 2023-01-01
2023-01-01	You Can't Touch This: Driving Purchase Justification for Hedonic Online Purchases. Journal of Business Research. 155, Part B. 2023-01-01
2022-01-01	Winning Isn’t Everything: How to Create Customer Delight Even if the Outcome is Unsuccessful. European Journal of Marketing. 2022-01-01
2021-01-01	After-Service Gifts: Evaluating How Presence, Context and Value Impact Customer Satisfaction and Customer Delight. Journal of Marketing Theory and Practice. 2021-01-01
2021-01-01	Customer delight during a crisis: Understanding delight through the lens of transformative service research. Journal of Service Management. 32:129-141. 2021-01-01
2020-01-01	Delight spirals: The causes and consequences of customer delight. Journal of Service Theory & Practice. 30:149-170. 2020-01-01
2019-01-01	Customer Delight: A Review and Agenda for Research. Journal of marketing theory and practice. 27:174-195. 2019-01-01
2018-01-01	Idiosyncratic Service Experiences: When Customers Desire the Extraordinary in a Service Encounter. Journal of Business Research. 84:150-161. 2018-01-01
2018-01-01	Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter. Journal of Business Research. 150-161. 2018-01-01
2017-01-01	Delight and the Grateful Customer: Beyond Joy and Surprise. Journal of Service Theory and Practice. 27:250-269. 2017-01-01
2017-01-01	Observing Delightful Experiences of Other Customers: The Double-Edged Sword of Jealousy and Joy. Journal of Service Theory and Practice. 27:145-163. 2017-01-01
2017-01-01	The Role of Delight in Driving Repurchase Intentions. Journal of Personal Selling and Sales Management. 37:61-71. 2017-01-01
2016-01-01	Implementing a Delight Strategy: The Power of Unsolicited Recommendations. Cornell Hospitality Quarterly. 57:329-342. 2016-01-01
2015-01-01	Delighting Baby Boomers and Millennials: Factors that Matter Most. Journal of Marketing Theory and Practice. 32:338-350. 2015-01-01
2015-01-01	Self-Service Delight: Exploring the Hedonic Aspects of Self-Service. Journal of Business Research. 68:986-993. 2015-01-01
2015-01-01	The Impact of Perceived Customer Delight on the Frontline Employee. Journal of Business Research. 28:433-441. 2015-01-01
2014-04-01	Customer Delight and Work Engagement (with Joel Collier and Stacy Robinson). Journal of Services Marketing. 28:380-390. 2014-04-01
2013-01-01	Investigating Work Engagement in the Service Environment (with Joel Collier). Journal of Services Marketing. 27:485-499. 2013-01-01
2013-01-01	Investigating the Employee’s Perspective of Customer Delight. Journal of Personal Selling and Sales Management. 33:93-106. 2013-01-01
2011-09-01	Investigating the Key Routes to Customer Delight. Journal of Marketing Theory and Practice. 19:359-375. 2011-09-01
	Tailoring to Customers' Needs: Understanding How to Promote an Adaptive Service Experience with Frontline Employees (with Kelly Wilder and Joel Collier). Journal of Service Research. 17:446-459.

Presentations

Choice Certainty and Customer Emotions, Association for Marketing Theory and Practice 2023-03-01
Customer Delight and Insurance, Wells Insurance 2023-02-01
Customer Delight and Swain, Swain Center Advisory Board 2022-11-01
Customer Delight and Covid, Cameron Executive Board 2021-05-01
Get it Before it’s Gone: Understanding Scarcity Perceptions in Online Retail, Academy of Marketing Science World Congress 2019-07-01
The Joy of Giving: Customer Satisfaction and Delight in the Retail Setting, Society for Marketing Advances 2018-11-01
Expanding routes to customer delight, Frontiers in Service 2018-09-01
Evaluating Satisfaction vs. Delight in Predicting Customer Behavior in a Retail Service Encounter, Society for Marketing Advances Conference 2016-11-01
A Review of Customer Delight Research, Camerson Executive Board 2016-01-01
The Intersection of Sports and Services Marketing, Southern Marketing Association 2016-01-01
Delight and the Grateful Consumer, Frontiers in Service 2015-01-01
Win-Win: Increasing Frontline Employee Work Engagement by Increasing Customer Loyalty, Frontiers in Service 2015-01-01
That Class was Delightful! Student Perceptions of Satisfaction and Delight, Society for Marketing Advances 2014-11-01
The No Lose Proposition of Unsolicited Server Recommendations, Society for Marketing Advances 2014-11-01
The Ties That Bind: Building Brand Advocacy Through Regional Identification, Society for Marketing Advances 2014-11-01
Key Antecedents to Customer Delight in the Self Service Environment (with Collier), Society for Marketing Advances 2013-11-01
Price Signals in Online Auctions: Examining Explicit Price Floors and Left Digit Processing Effects, Society for Marketing Advances 2013-11-01
Role Conflict, Customer Delight and Work Engagement in the Service Environment (with Collier and Robinson), Society for Marketing Advances 2013-11-01
Investigating the Impact of Customer Emotions on Work Engagement through the Development of Personal Resources within the Job-Demands Resources Model, Frontiers in Service 2012-06-01

Investigator On

Superstreets Project - 2022-01-01

Data Analytics Research Grant II 2016-06-01 - 2016-08-01

2018 CSB Collaborative Research Grant 2018-05-01 -

Full Name

Donald Clay Barnes

Barnes, Donald Clay Professor

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Selected Publications

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Full Name

Barnes, Donald Clay
Professor