Carlzon, Jan <br/><br/>
Moments of truth 

 - New York  Ballinger Publishing Company  1989 
 - xiii, 135 p.  ; 20 cm. 
<br/><br/><label>ISBN: </label>9780060915803 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management sciences<br/>Customer Service--Organizational development--Employee empowerment--Organizational change--Service management--Airline management--Customer relations--Customer service--RSBM
<br/><br/><label>Dewey Class. No.: </label>387.812  / CAR