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Designing Service Excellence
book

Designing Service Excellence

by Brian Hunt, Toni Ivergard
November 2014
Beginner content levelBeginner
194 pages
7h 4m
English
CRC Press
Content preview from Designing Service Excellence
35
3
Service Management, ServiceSystems,
and Service Excellence
The Moment of Truth: El Momento de Verdad
Bullghting provides the origin of the concept of moment of truth:
elmomento de verdad. The lore and spectacle of bullghting has attracted
award-winning writers such as Ernest Hemingway and James Michener.
1
According to Hemingway, the moment of truth is the climax of the bullght,
a nalization of a process of killing the bull. El momento de verdad is “the
nal sword thrust, the actual encounter between the man and the animal.”
2
The earlier parts of the spectacle of the corrida de toros (bullght) lead to the
moment of truth. Strict rules ...
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Publisher Resources

ISBN: 9781439840467