Selected Publications

Academic Article

Year Title Altmetric
2023-07-01 A Multisector Analysis of Tourist Delight and Positive Visitor Outcomes -- Journal of Quality Assurance in Hospitality & TourismJournal of Quality Assurance in Hospitality & Tourism.  1-32. 2023-07-01
2023-01-01 Service Amid Crisis: The Role of Supervisor Humor & Discretionary Organizational SupportJournal of Services Marketing2023-01-01
2023-01-01 You Can't Touch This: Driving Purchase Justification for Hedonic Online PurchasesJournal 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 UnsuccessfulEuropean Journal of Marketing2022-01-01
2021-01-01 After-Service Gifts: Evaluating How Presence, Context and Value Impact Customer Satisfaction and Customer DelightJournal of Marketing Theory and Practice2021-01-01
2021-01-01 Customer delight during a crisis: Understanding delight through the lens of transformative service researchJournal of Service Management.  32:129-141. 2021-01-01
2020-01-01 Delight spirals: The causes and consequences of customer delightJournal of Service Theory & Practice.  30:149-170. 2020-01-01
2019-01-01 Customer Delight: A Review and Agenda for ResearchJournal 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 EncounterJournal of Business Research.  84:150-161. 2018-01-01
2017-01-01 Delight and the Grateful Customer: Beyond Joy and SurpriseJournal 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 JoyJournal of Service Theory and Practice.  27:145-163. 2017-01-01
2017-01-01 The Role of Delight in Driving Repurchase IntentionsJournal of Personal Selling and Sales Management.  37:61-71. 2017-01-01
2016-01-01 Implementing a Delight Strategy: The Power of Unsolicited RecommendationsCornell Hospitality Quarterly.  57:329-342. 2016-01-01
2016-01-01 Multiple Paths to Customer Delight: The Impact of Effort, Expertise and Tangibles on Joy and SurpriseJournal of Services Marketing.  30:277-289. 2016-01-01
2015-01-01 Delighting Baby Boomers and Millennials: Factors that Matter MostJournal of Marketing Theory and Practice.  32:338-350. 2015-01-01
2015-01-01 Self-Service Delight: Exploring the Hedonic Aspects of Self-ServiceJournal of Business Research.  68:986-993. 2015-01-01
2015-01-01 The Impact of Perceived Customer Delight on the Frontline EmployeeJournal 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 DelightJournal of Personal Selling and Sales Management.  33:93-106. 2013-01-01
2011-09-01 Investigating the Key Routes to Customer DelightJournal 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.


Investigator On

Full Name

  • Donald Clay Barnes