Moments of Truth  - Carlzon, Jan - Paperback View full size

Moments of Truth - Carlzon, Jan - Paperback

Moments of Truth  - Carlzon, Jan - Paperback

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Moments of Truth  - Carlzon, Jan - Paperback

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Synopsis
The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customerdriven economy.The president and CEO of Scandinavia Airlines details how to restructure an organization so that customer needs take priority, how to best utilize employees who deal directly with customers, and how to increase employee motivation.