read the book "The Moment of Truth, Carlzon, Jan, published by Harper Paperbacks February 1989, ISBN-13: 978-0060915803" and "Principles of Operations Management, 9th ed - Heizer & Render; published by Pearson/Prentice-Hall " from this book "The Moment of Truth" please make an essay about what you have learn about this book that relate to the operation in a business. in the paper please describe how the principle of Operations Management can be applied to a service industry and describe how those principle apply in the book. the second book i refer above is the principle of operation that i am studying related to the novel. please use only simply daily used english word. do not need to be complicated word.