Write a Reflection Paper on the book MOMENTS OF TRUTH by JAN CARLZON.
1) What current organizations (domestic or international) come to mind for you when you think of Jan Carlson style service? Give examples of their “moments of truth.”
2) How does a Corporate workplace compare to the culture at SAS (the SAS after it was successful, not when it was a disaster)? What are the strengths and weaknesses of a Corporate workplace in terms of a service culture?
3) What chapter or section of the book impacted you the most and why? (Please cite any direct quotes accordingly.)
4) List for me TWO moments of truth you have experienced within the past two weeks of writing your paper. Be specific and detailed. (This question will measure your ability to determine a moment of truth as described in the book.)
5) What was your main, overarching takeaway from Moments of Truth? Explain in detail why you feel this way.
