Kochi International Business School

Dr. Jim Barnes

Dr. Barnes is an internationally-recognized entrepreneur, educator, author, speaker and consultant on subjects relating to marketing and the building of customer relationships. His career, over more than 30 years, has involved lecturing at universities around the world, the establishment of a successful marketing services company, authorship of eight books, and serving as consultant to many international companies. He is a thought leader on customer loyalty and regularly advises clients in North America and Europe on building customer strategies, brand development and creating a customer focused company.

Jim works with companies to help them create more profitable relationships with their customers and clients. He regularly advises sales and management groups around the world, delivering keynote speeches and hands-on workshops. In recent years, he has spoken at conferences and delivered management workshops in Turkey, Australia, China, Portugal, Hong Kong, Ireland, Sweden, The Netherlands, Italy, Singapore, Colombia, Brazil, France, The United Kingdom, Canada, and the United States.
Jim has published more than 100 papers in international journals and at conferences around the world. One of his papers, “The Almost Customer: a missed opportunity to enhance corporate success”, (co-authored with G Breen and B King), published in Managing Service Quality, was judged one of the 50 best management articles published internationally in 2004, out of 20,000 articles reviewed.

Scholarly Interests

Relationship Marketing
Customer Loyalty
Customer Strategies
Branding

Selected Recent Publications

Barnes, J. G., King, B. and Breen, G. A. (2004), “The Almost Customer: A Missed Opportunity to Enhance Corporate Success”, Managing Service Quality, Vol. 14, No. 2/3.
Barnes, J. G. and Sommers, M. S. (2003), Marketing (10th edition), McGraw-Hill Ryerson Limited, Toronto.
Barnes, J. G. and Dunne, P. A. (2003), “Teamwork in Relationship Marketing”, in M. A. West et al (Eds.), The International Handbook of Organizational Teamwork and Cooperative Working, John Wiley & Sons, Chichester, pp. 515-532.
Barnes, J. G. (2003), “Establishing Meaningful Customer Relationships: Why Some Companies and Brands Mean More to Their Customers”, Managing Service Quality, Vol. 13, No. 3.
Barnes, J. G. and Cumby, J. A. (2002), “Establishing Customer Relationships on the Internet Requires More Than Technology”, Australasian Marketing Journal, Vol. 10, No. 1, pp. 36-46.
Barnes, J. G. (2001), Secrets of Customer Relationship Management: It’s All About How You Make Them Feel, McGraw-Hill, New York.
Barnes, J. G. (1997), “Closeness, Strength, and Satisfaction: Examining the Nature of Relationships Between Providers of Financial Services and Their Retail Customers”, Psychology and Marketing, Vol. 14, No. 8, pp. 765-780.
Barnes, J. G. (1994), “Close to the Customer: But Is It Really a Relationship?”, Journal of Marketing Management, Vol. 10, No. 7, pp. 561-70.