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e two kinds of delight-one based on “magic” joy and one based on “real” joy. Magic joy is a short-lived experience when a person feels that the unexpected fulfillment of a wish or need can (or will) change his/her situation. the person experience such joy usually expects the fulfillment of the need to have come through good luck or fate and not through efforts(own or other)>the other type of joy called “real” joy, can result from any ongoing activity which brings an individual into contact, physically and or mentally, with some aspect of the world around him/her (Schacte 1959,Goldstein 1951).This kind of joy is based on the activity which triggers a feeling of relatedness between a person and stimulus e.g customer and a firm or product. Real joy may result from an event which was caused by one's own effort or by the effort of others. it is not dependent on the unexpected fulfillment of a wish. Thus, The event evoking” real” joy could be high or low in surprise, whereas the event evoking magic joy has to be surprising (and attributed to luck or circumstances ).

Creating the base for our focused group interview we distributed an open ended questionnaire. In which the customer was asked to write the situation where they felt excited or delighted by the service bank has provided them when they really required. We received many situations describe by the customer where they received the service which made them delighted. Every single response was carefully studied and put under same category where situations where same alike.

Focused Interviews:

A Total of 8 focused interviews was conducted Focused group were consist of respondents from all walks of life including House wife's, Businessman, Employees, students. Every focused interview was based on the category which responded response in the questionnaires.

Discussion regarding their response to a questionnaire provided the opportunity for the respondent to explain in details regarding its moment of excited or delight from its bank service. Questions asked by the moderator to bring the respondent to exact reason why the customer felt delighted. Every respondent provided the opportunity to elaborate there experience to reach the moment or reason of delight they felt from the service.

Insights from Exploratory Investigation

From the exploratory investigation remarkably is a complete different pattern of customer delight came out, which is totally different from normal services provided by the banks to the customers. Account holders were satisfied from the service provided by the bank as almost all the bank is providing the same type and quality of services but what made the customers delight were the occasion when they were offered or received out the way service from their bank ,which they never expected or never received before.

All the delights of the customers were situation and occasion based as what they have experienced in their daily routine. Outcomes were categorized into the related field as what customer felt delight from the service.Schactel (1959) distinguishes between two kinds of the joy “Magic” joy and “real” joy, thus raising the possibilities that their may be two kinds of delight-one based on “magic” joy and one based on “real” joy. Magic joy is a short-lived experience when a person feels that the unexpected fulfillment of a wish or need can (or will) change his/her s