Investigating work engagement in the service environment D C. Barnes, J E. Collier Journal of Services Marketing 27 (6), 485-499, 2013 | 232 | 2013 |
Tailoring to customers’ needs: Understanding how to promote an adaptive service experience with frontline employees KM Wilder, JE Collier, DC Barnes Journal of Service Research 17 (4), 446-459, 2014 | 199 | 2014 |
Investigating the key routes to customer delight DC Barnes, N Ponder, K Dugar Journal of Marketing Theory and Practice 19 (4), 359-376, 2011 | 161 | 2011 |
Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise DC Barnes, JE Collier, V Howe, K Douglas Hoffman Journal of Services Marketing 30 (3), 277-289, 2016 | 151 | 2016 |
Self-service delight: Exploring the hedonic aspects of self-service JE Collier, DC Barnes Journal of business research 68 (5), 986-993, 2015 | 146 | 2015 |
Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter JE Collier, DC Barnes, AK Abney, MJ Pelletier Journal of Business Research 84, 150-161, 2018 | 137 | 2018 |
To delight, or not to delight? This is the question service firms must address DC Barnes, MB Beauchamp, C Webster Journal of Marketing Theory and Practice 18 (3), 275-284, 2010 | 134 | 2010 |
Customer Delight: A Review and Agenda for Research DC Barnes, A Krallman Journal of Marketing Theory and Practice 27 (2), 174-195, 2019 | 127 | 2019 |
The impact of perceived customer delight on the frontline employee DC Barnes, N Ponder, CD Hopkins Journal of Business Research 68 (2), 433-441, 2015 | 127 | 2015 |
Delighting baby boomers and millennials: Factors that matter most MB Beauchamp, DC Barnes Journal of Marketing Theory and Practice 23 (3), 338-350, 2015 | 111 | 2015 |
Delight and the grateful customer: Beyond joy and surprise J Ball, DC Barnes Journal of Service Theory and Practice 27 (1), 250-269, 2017 | 99 | 2017 |
Customer delight and work engagement DC Barnes, JE Collier, S Robinson Journal of Services Marketing 28 (5), 380-390, 2014 | 93 | 2014 |
Investigating the employee’s perspective of customer delight DC Barnes, JE Collier, N Ponder, Z Williams Journal of Personal Selling & Sales Management 33 (1), 91-104, 2013 | 79 | 2013 |
Customer delight during a crisis: understanding delight through the lens of transformative service research DC Barnes, J Mesmer-Magnus, LL Scribner, A Krallman, RM Guidice Journal of Service Management, 2021 | 71 | 2021 |
The role of delight in driving repurchase intentions T Meyer, DC Barnes, SB Friend Journal of Personal Selling & Sales Management 37 (1), 61-71, 2017 | 68 | 2017 |
Observing delightful experiences of other customers: the double-edged sword of jealousy and joy NL Ludwig, DC Barnes, M Gouthier Journal of Service Theory and Practice 27 (1), 145-163, 2017 | 56 | 2017 |
Implementing a delight strategy in a restaurant setting: the power of unsolicited recommendations DC Barnes, T Meyer, BR Kinard Cornell Hospitality Quarterly 57 (3), 329-342, 2016 | 53 | 2016 |
Developing a psychometrically sound measure of collegiate teaching proficiency. DC Barnes, BT Engelland, CF Matherne, WC Martin, CP Orgeron, JK Ring, ... College Student Journal 42 (1), 199-214, 2008 | 36 | 2008 |
After-Service Gifts: Evaluating How Presence, Context and Value Impact Customer Satisfaction and Customer Delight Barnes, Donald C, Tobias Kraemer, Matthias H.J. Gouthier, Nadine L. Ludwig ... Journal of Marketing Theory and Practice, 2021 | 26 | 2021 |
Delight Spirals: The Cause and Consequence of Employee Perceived Customer Delight R Guidice, DC Barnes, B Kinard Journal of Service Theory and Practice, 2020 | 23 | 2020 |