Carlzon′s Moments of Truth – A Critical Appraisal

Abstract

Reviews Jan Carlzon′s Moments of Truth, identifying those features which are distinctive, those which have received academic attention and those which appear worthy of further academic study. Whether highly trained specialists or general managers, managers must develop the expertise of seeing the firm as an integrated system serving the customer. Both types therefore must become customer‐oriented expert generalists. Also, if academics wish to continue to educate businessmen, they too have to develop a customer orientation and must also become expert generalists.

Citation

Blois, K.J. (1992), "Carlzon′s Moments of Truth – A Critical Appraisal", International Journal of Service Industry Management, Vol. 3 No. 3, pp. 5-17. https://doi.org/10.1108/09564239210015139