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Seamless Service: British Airways' First-Class Chinaware

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AUTHOR(S):

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,

 

PUBLISHED: 1992

 

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