00541nam a22001457a 4500 20260803163703.0 9780060915803 (pbk) 387.812 CAR Carlzon, Jan Moments of truth New York Ballinger Publishing Company 1989 xiii, 135 p. ; 20 cm. Management sciences Customer Service Organizational development Employee empowerment Organizational change Service management Airline management Customer relations Customer service RSBM BK 0 0 0 0 GGL GGL 2026-07-28 Gift 0 387.812 CAR 122769 2026-07-28 15:33:49 1 2026-07-28 BK 63311 63311