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Answers (2)

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  1. Anonymous

    Pretty simple, you use the term “hard product and soft product in the Hainan Business Class piece.”

    Can you define there terms from the author’s point of view?

    Thanks I just want to make sure I am understanding what you mean versus what I think you mean!!

  2. Gaurav

    hi Bob, hard product usually refers to the physical plant–seats, furnishings, quality of accessories. etc. Soft product refers to service, including in-flight, pre-boarding, and arrival services.

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