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Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter
Collier, Joel E.; Barnes, Donald C.; Abney, Alexandra K.; … - In: Journal of business research : JBR 84 (2018), pp. 150-161
Persistent link: https://www.econbiz.de/10011802860
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The role of delight in driving repurchase intentions
Meyer, Tracy; Barnes, Donald C.; Friend, Scott B. - In: The journal of personal selling & sales management : JPSSM 37 (2017) 1, pp. 61-71
Persistent link: https://www.econbiz.de/10011690136
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Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.; Barnes, Donald C.; Gouthier, Matthias - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
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It's not whether you win or lose, it's how you play : customer delight in unpredictable experiential encounters
Barnes, Donald C.; Pelletier, Mark J.; Collier, Joel E.; … - In: European journal of marketing 56 (2022) 8, pp. 2216-2249
Persistent link: https://www.econbiz.de/10013457336
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To delight, or not to delight? : this is the question service firms must address
Barnes, Donald C.; Bednarz Beauchamp, Michelle; … - In: Journal of marketing theory and practice 18 (2010) 3, pp. 275-283
Persistent link: https://www.econbiz.de/10003997681
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Self-service delight : exploring the hedonic aspects of self-service
Collier, Joel E.; Barnes, Donald C. - In: Journal of business research : JBR 68 (2015) 5, pp. 986-993
Persistent link: https://www.econbiz.de/10010516639
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Investigating the employee's perspective of customer delight
Barnes, Donald C.; Collier, Joel E.; Ponder, Nicole; … - In: The journal of personal selling & sales management : JPSSM 33 (2013) 1, pp. 91-104
Persistent link: https://www.econbiz.de/10009716749
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The impact of perceived customer delight on the frontline employee
Barnes, Donald C.; Ponder, Nicole; Hopkins, Christopher D. - In: Journal of business research : JBR 68 (2015) 2, pp. 433-441
Persistent link: https://www.econbiz.de/10010472554
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After-service gifts : evaluating how presence, context and value impact customer satisfaction and customer delight
Barnes, Donald C.; Krämer, Tobias; Gouthier, Matthias; … - In: Journal of marketing theory and practice : JMTP 29 (2021) 3, pp. 343-357
Persistent link: https://www.econbiz.de/10012607658
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Delight and the grateful customer : beyond joy and surprise
Ball, Joan; Barnes, Donald C. - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 250-269
Persistent link: https://www.econbiz.de/10011603069