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Marvin Mertens
pubblicato da
GRIN Verlag
Seminar paper from the year 2015 in the subject Business economics - Operations Research, grade: 70.00/100.00, University of Strathclyde (Strathclyde Business School), course: MSc Business Analysis and Consulting, language: English, abstract: 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.
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