TY  - BOOK
AU  - Carlzon, Jan
TI  - Moments of truth
SN  - 9780060915803 (pbk)
U1  - 387.812 
PY  - 1989///
CY  - New York
PB  - Ballinger Publishing Company
KW  - Management sciences
KW  - Customer Service
KW  - Organizational development
KW  - Employee empowerment
KW  - Organizational change
KW  - Service management
KW  - Airline management
KW  - Customer relations
KW  - Customer service
KW  - RSBM
ER  -