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Moments of Truth
 

Moments of Truth

by Jan Carlzon

The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer–driven economy.
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Top tags: bbb,  business,  fantastic book! i think you must read this book in,  management,  read in 2008 (all tags)

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Ron B
  • Rated 5 stars

“This was the book that influenced Karl Albrecht's books on Total Quality Service. Describing the moment of truth from the customer's perspective is an excellent way to enhance to the customer experience. This book is a TQS classic.”

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Community:
  • Rated 5 stars
Amazon:
  • Rated 4.5 stars
  

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