In this scientific essay, the three service operations online fashion retailing, retail banking, and management consulting are compared against the background of both Silvestro et al.'s (1992) service classification model and Heskett et al.'s (1994) service profit chain model. At the end, a critical analysis as to whether the classification of the service operations according to Silvestro et al.'s model explains and justifies the findings in the context of Heskett et al.'s model is conducted.
Table of contents
List of figures
1. Introduction
2. Comparison of online fashion retailing to retail banking and management consulting regarding Silvestro et al.’s classification model
2.1 Comparison to retail banking
2.2 Comparison to management consulting
3. Comparison of online fashion retailing to retail banking and management consulting regarding the service profit chain
3.1 Comparison to retail banking
3.2 Comparison to management consulting
4. Discussion whether the classification of the service operations explains and justifies their applicability with regard to the service profit chain
References
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