Robert (Bob) Johnston
Robert (Bob) Johnston
Professor of Operations Management, Warwick Business School
Verified email at wbs.ac.uk
Title
Cited by
Cited by
Year
Administração da produção
N Slack, S Chambers, R Johnston
Atlas, 2009
73632009
Operations management
N Slack, S Chambers, R Johnston
Pearson education, 2010
42032010
The determinants of service quality: satisfiers and dissatisfiers
R Johnston
International journal of service industry management, 1995
17211995
Performance measurement in service businesses
L Fitzgerald, R Johnston, TJ Brignall, R Silvestro, C Voss
Chartered Institute of Management Accountants, 1991
15371991
Service operations management: improving service delivery
R Johnston, G Clark
Pearson Education, 2008
1522*2008
Operations strategy
N Slack, M Lewis
Pearson Education, 2002
13222002
The service concept: the missing link in service design research?
SM Goldstein, R Johnston, JA Duffy, J Rao
Journal of Operations management 20 (2), 121-134, 2002
11042002
Towards a classification of service processes
R Silvestro, L Fitzgerald, R Johnston, C Voss
International journal of service industry management 3 (3), 0-0, 1992
8371992
The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service
R Johnston
International Journal of Service Industry Management, 1995
5011995
Operations and process management: principles and practice for strategic impact
N Slack, A Brandon-Jones
Pearson UK, 2018
4732018
Administração de operações de serviço
R Johnston, G Clark, AB Brandão, HL Corrêa
4492002
Identifying the critical determinants of service quality in retail banking: importance and effect
R Johnston
International Journal of bank marketing, 1997
4331997
The customer experience: a road‐map for improvement
R Johnston, X Kong
Managing Service Quality: An International Journal, 2011
4152011
Cocreating customer value through hyperreality in the prepurchase service experience
B Edvardsson, B Enquist, R Johnston
Journal of service research 8 (2), 149-161, 2005
4102005
Linking complaint management to profit
R Johnston
International journal of service industry management, 2001
3792001
Service failure and recovery: impact, attributes and process
R Johnston
Advances in services marketing and management 4 (1), 211-288, 1995
3591995
An analysis of international business-to-business relationships based on the Commitment–Trust theory
M Friman, T Gärling, B Millett, J Mattsson, R Johnston
Industrial marketing management 31 (5), 403-409, 2002
3512002
Service productivity: Towards understanding the relationship between operational and customer productivity
R Johnston, P Jones
International Journal of Productivity and performance management, 2004
3372004
Service recovery strategies for single and double deviation scenarios
R Johnston, A Fern
Service Industries Journal 19 (2), 69-82, 1999
2901999
Internal service recovery: developing a new construct
DE Bowen, R Johnston
International Journal of Service Industry Management, 1999
2711999
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Articles 1–20