00660nam a22001577a 450000500170000002000240001708200170004110000170005824500210007526000490009630000270014565001990017294200070037195201070037899900170048520260803163703.0  a9780060915803 (pbk)  a387.812bCAR  aCarlzon, Jan  aMoments of truth  aNew YorkbBallinger Publishing Companyc1989  axiii, 135 p.c; 20 cm.  aManagement sciencesaCustomer ServicevOrganizational developmentvEmployee empowermentvOrganizational changevService managementvAirline managementvCustomer relationsvCustomer servicevRSBM  cBK  00104070aGGLbGGLd2026-07-28eGiftl0o387.812 CARp122769r2026-07-28 15:33:49t1w2026-07-28yBK  c63311d63311