Article(electronic)July 9, 2004
Service Businesses and Productivity*
In: Decision sciences, Volume 35, Issue 3, p. 333-347
Checking availability at your location
This article is also available at your library: |
electronic
print
Abstract
ABSTRACTThe 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.
Report Issue