TY  - BOOK
AU  - Carlzon, Jan
AU  - Moments of truth : new strategies for today's customer-driven economy
TI  - Moments of truth : new strategies for today's customer-driven economy 
SN  - 0060915803
PY  - 1987///
CY  - New York 
PB  - Harper & Row 
KW  - Scandinavian airlines system - Management
ER  -