Types of services, service process matrix, and the virtual value chain

Write an essay in which you evaluate a service interaction or set of interactions in your current organization, or one in which you recently worked(make one up, convenience store for example), using the following concepts: types of services, service process matrix, and the virtual value chain. From the perspective of an integrated view of these three concepts, what was done well or poorly? State your opinion and then back it up in your essay.

 700 to 1000 words 

TEXTBOOK:

Fitzsimmons, James A. & Fitzsimmons, Mona J. (2013). Service Management: Operations, Strategy, Information Technology (8th ed.). Boston: McGraw-Hill. ISBN: 978-0078024078