Carlzon—former CEO of Scandinavian Airlines (SAS)—defines a as:
More specifically for SAS, he calculated that the airline had per year — each interaction between a passenger and an SAS employee (check-in agent, flight attendant, baggage handler, ticket agent, etc.). Moments Of Truth Jan Carlzon Pdf
Jan Carlzon's 1987 book, Moments of Truth , details his successful strategy of transforming Scandinavian Airlines (SAS) by prioritizing customer-centricity and empowering frontline employees. The core principle involves managing the numerous, daily "moments of truth" where customers form impressions, resulting in a shift toward a flattened organizational structure. You can read a review of the book at ResearchGate. etc.). Jan Carlzon's 1987 book