... and places the articles in context. Findings The customer has not been coming first for decades, but a new pressure to create customer delight is changing the service industry. This review looks at how customer delight can benefit employees as well as customers. Originality/value The briefing saves...

... by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format. © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Customer experience strategy Co-creation Competitive advantage Customer delight...