Jan Carlzon, the Former CEO of Scandinavian Airlines System, Used

question 35

Multiple Choice

Jan Carlzon, the former CEO of Scandinavian Airlines System, used the ____________ metaphor as a reference point for transforming the airline into a customer-driven business.

• A)service-perspective
• B)comparative-analysis
• C)systems-of-exchange
• D)moment-of-truth
• E)great-wall

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Definitions:

Unanimity

Complete agreement among all members or participants in a particular decision or vote.

Voting Structure

The method or system used to carry out the process of voting or making decisions within an organization or a country.

Economic Efficiency

The optimal distribution of resources in a society, minimizing waste and maximizing value.

Government Failure

A situation in which the structure of incentives is such that the political process, including democratic political decision-making, will encourage individuals to undertake actions that conflict with economic efficiency.