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SEAMLESS SERVICE: British Airways ‘ First‐Class Chinaware
Author(s) -
Coughlan Paul
Publication year - 1992
Publication title -
design management journal (former series)
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1045-7194
DOI - 10.1111/j.1948-7169.1992.tb00592.x
Subject(s) - service (business) , class (philosophy) , china , process management , process (computing) , business , quality (philosophy) , service quality , first class , operations management , marketing , engineering management , computer science , engineering , political science , database , philosophy , epistemology , artificial intelligence , law , operating system
THE DESIGNED ELEMENTS that support or “facilitate” a service are features that have a major impact on the consumer's assessment of quality. To emphasize the complexity of seamlessly integrating these facilitating elements into a successful service package, Paul Coughlan reviews the decision‐making process behind the development of British Airways' First‐Class china and distills important lessons for designers and design managers.