Service Businesses and Productivity*
运用快速均衡流理论解释为何一些服务企业能长期保持高生产率，并改进了1986年的服务过程矩阵，重新定义其坐标轴和对角线，以加深对服务运营中生产率的理解。
ABSTRACT The records of superior performance of selected service firms over many years suggest that they may be more productive than others. This article uses the Theory of Swift, Even Flow to explain why that might be true. In the process, this article improves Schmenner's 1986 service process matrix. The redefinition of the axes of this matrix and of the resulting diagonal leads to enhanced understanding of productivity for service operations and helps to explain how some leading service companies have been able to sustain their competitive positions for decades.