Citations (28)
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Read on this site (8)
Prosper Bangwayo-Skeete, Donald Barnes, Peter W. Schuhmann, Ryan Skeete & Edwin Torres. (2023) A Multisector Analysis of Tourist Delight and Positive Visitor Outcomes. Journal of Quality Assurance in Hospitality & Tourism 0:0, pages 1-32.
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Caroline Ardelet, Bénédicte De Peyrelongue & Philippe Mérigot. (2022) Within sniffing distance: impact of ambient scent and physical distancing on consumer comfort with frontline employees. Journal of Personal Selling & Sales Management 42:3, pages 265-278.
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Peter Anabila, Leeford Edem Kojo Ameyibor, Michael Mba Allan & Clemence Alomenu. (2022) Service Quality and Customer Loyalty in Ghana’s Hotel Industry: The Mediation Effects of Satisfaction and Delight. Journal of Quality Assurance in Hospitality & Tourism 23:3, pages 748-770.
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Triin Niinepuu, Heli Tooman & Melanie Kay Smith. (2022) Customer delight and implications for spa management: examples from Estonian and Finnish day spas. International Journal of Spa and Wellness 5:1, pages 101-111.
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Donald C. Barnes, Tobias Kraemer, Matthias H. J. Gouthier, Nadine Ludwig & Andreas Giese. (2021) After-service gifts: evaluating how presence, context and value impact customer satisfaction and customer delight. Journal of Marketing Theory and Practice 29:3, pages 343-357.
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Verena Hofmann, Nicola E. Stokburger-Sauer, Anna Wanisch & Heike Hebborn. (2021) Masked smiles matter – employee verbal expertise and emotion display during COVID-19. The Service Industries Journal 41:1-2, pages 107-137.
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Melanie Kay Smith, András Jancsik & László Puczkó. (2020) Customer satisfaction in post-socialist Spas: a case study of Budapest, City of Spas. International Journal of Spa and Wellness 3:2-3, pages 165-186.
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Donald C. Barnes & Alexandra Krallman. (2019) Customer Delight: A Review and Agenda for Research. Journal of Marketing Theory and Practice 27:2, pages 174-195.
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Articles from other publishers (20)
Jia-Jhou Wu, Sue-Ting Chang, Yung-Ping Lin & Tom M.Y. Lin. (2023) Examining how coolness of service robots influences customers' delight: mediating role of perceived values. Journal of Hospitality and Tourism Insights.
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Gustave Florentin Nkoulou Mvondo, Fengjie Jing & Khalid Hussain. (2023) What's in the box? Investigating the benefits and risks of the blind box selling strategy. Journal of Retailing and Consumer Services 71, pages 103189.
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Lingam Naveen & Rabi N. Subudhi. 2023. Handbook of Research on the Interplay Between Service Quality and Customer Delight. Handbook of Research on the Interplay Between Service Quality and Customer Delight
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Alexandra Krallman, Donald C. Barnes, Matthew M. Lastner & Joel E. Collier. (2023) You can’t touch this: Driving purchase justification for hedonic online purchases. Journal of Business Research 155, pages 113436.
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Mustafa ŞEHİRLİ. (2022) An Empirical Study on the Effects of Mindfulness, Embodied Cognition, Behavioral Intention and Altruism on Job Satisfaction of Employees, Customer Satisfaction and Their Repurchase IntentionsÇalışanların İş Tatmini, Müşterilerin Memnuniyeti ve Tekrar Satın Alma Niyetleri Üzerinde Farkındalık, Bedensel Biliş, Davranışsal Niyet ve Özgeciliğin Etkileri Üzerine Ampirik Bir Çalışma. Current Research in Social Sciences 8:2, pages 73-101.
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Donald C. Barnes, Mark J. Pelletier, Joel E. Collier & Sharon E. Beatty. (2022) It’s not whether you win or lose, it’s how you play: customer delight in unpredictable experiential encounters. European Journal of Marketing 56:8, pages 2216-2249.
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Gavin Northey, Vanessa Hunter, Rory Mulcahy, Kelly Choong & Michael Mehmet. (2022) Man vs machine: how artificial intelligence in banking influences consumer belief in financial advice. International Journal of Bank Marketing 40:6, pages 1182-1199.
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Rocio Rodriguez, Mornay Roberts-Lombard, Nils M. Høgevold & Göran Svensson. (2022) Organisational and environmental indicators of B2B sellers’ sales performance in services firms. European Business Review 34:4, pages 578-602.
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Etuhole Angula & Valencia Melissa Zulu. (2021) Tackling the ‘death’ of brick-and-mortar clothing retailers through store atmospherics and customer experience. Innovative Marketing 17:3, pages 157-168.
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Ala' Omar Dandis & Mohammad Badi' Al Haj Eid. (2021) Customer lifetime value: investigating the factors affecting attitudinal and behavioural brand loyalty. The TQM Journal.
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Jared Oakley, Alan J. Bush, William C. Moncrief, Daniel Sherrell & Emin Babakus. (2021) The role of customer entertainment in B2B sales strategy: Comparative insights from professional buyers and salespeople. Industrial Marketing Management 92, pages 190-201.
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Gyorgy Gonda, Eva Gorgenyi-Hegyes, Robert Jeyakumar Nathan & Maria Fekete-Farkas. (2020) Competitive Factors of Fashion Retail Sector with Special Focus on SMEs. Economies 8:4, pages 95.
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Hannele Kauppinen-Räisänen, Hans Mühlbacher & Marika Taishoff. (2020) Exploring consumers’ subjective shopping experiences in directly operated luxury brand stores. Journal of Retailing and Consumer Services 57, pages 102251.
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Olumide Jaiyeoba, Douglas T. Svotwa & Mornay Roberts-Lombard. (2020) Precursors and outcome of customer satisfaction/delight in business-to-consumer relationships in Botswana. South African Journal of Business Management 51:1.
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Prince Dubey, Naval Bajpai, Sanjay Guha & Kushagra Kulshreshtha. (2020) Mapping gender and marital roles on customer delight by value perception for mobile technology in India. Technology in Society 62, pages 101275.
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Mark J. Pelletier, Alexandra Krallman, Frank G. Adams & Tyler Hancock. (2020) One size doesn’t fit all: a uses and gratifications analysis of social media platforms. Journal of Research in Interactive Marketing 14:2, pages 269-284.
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Rebecca M. Guidice, Donald C. Barnes & Brian R. Kinard. (2020) Delight spirals: the cause and consequence of employee perceived customer delight. Journal of Service Theory and Practice 30:2, pages 149-170.
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Rodolfo Treviño, Sergio Guerra & Eloísa Treviño. (2019) La imagen de la tienda en la satisfacción del cliente a través de la comunicación de boca a boca (The store image in customer satisfaction through word to mouth communication). Revista Innovaciones de Negocios 16:32.
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Sunil Singh, Detelina Marinova, Jagdip Singh & Kenneth R. Evans. (2017) Customer query handling in sales interactions. Journal of the Academy of Marketing Science 46:5, pages 837-856.
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Joel E. Collier, Donald C. Barnes, Alexandra K. Abney & Mark J. Pelletier. (2018) Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter. Journal of Business Research 84, pages 150-161.
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