摘要：At the moment customer satisfaction represent norm obliged to given by every organization. Besides,research proves that satisfaction unable to guarantee the happening of customer loyalty. Delight believed by practitioner and academician as construct,which can guarantee customer loyalty. Unhappily,till now research for searching the domain of delight still very rare. This research tries to search that domain with qualitative technique. Results of focus group yield five variables becoming delight domain that are: justice,esteem,security,trust,and variety.
关键词：satisfaction;customer loyalty;delight;focus group
