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Seamless Service: British Airways' First-Class Chinaware

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Paul Coughlan, Assistant Professor of Operations Management, London Business School


The designed elements that support or "facillitate" a service are features that have a major impact on the consumer's assesment of quality. To emphasize the complexity of seamlessly integrating these facilitating elements into a sucessful service package,




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Smart Salon: Activating the Capable Company

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