While many researchers have contributed to the present, the extensive literature on the quality of services, there is much less research, which is enjoying the quality of service and how organizations can please customers. Considers the difference between customer satisfaction and delight, in particular, the benefits of bringing joy, not just satisfy customers. Describes how to please customers, and describes how to implement a successful program to delight customers, and how to measure customer delight. We also discuss the potential pitfalls of doing. "Hide
by Barry Berman Source: California Management Review 24 pages. Publication Date: November 1, 2005. Prod. #: CMR328-PDF-ENG
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