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Moments of Truth - Carlzon, Jan
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Traces the author's spectacular turnaround successes with three major corporations and spells out his trendsetting approach on meeting the demands of today's service economy.

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Moments of Truth 1989, Harper Business, New York, NY

ISBN-13: 9780060915803

Revised edition

Trade paperback

Moments of Truth 1987, Ballinger Publishing Company

ISBN-13: 9780887302008

Hardcover