Bob Johnston
- Professor of Operations Management
BSc (Aston), PGCE (Lancaster), PhD (Warwick)
Biography
Dr Johnston is Professor of Operations Management at Warwick Business School and is one of the leading authorities in service operations management. Before moving to academia Dr Johnston held several line management and senior management posts in a number of service organisations in both the public and private sectors. Dr Johnston continues to maintain close and active links with many large and small organisations through his research, management training and consultancy activities. Dr Johnston is a vice president of the Institute of Customer Service, a Fellow of the European Operations Management Association and an International Fellow of the Service Research Centre, Karlstad University. His research interests include service transformation, service excellence, service recovery and complaint management, and performance measurement. Dr Johnston is the co-author or editor of over 30 books and has contributed over 40 chapters to other texts. He has published around 70 articles in refereed journals and has written over 100 case studies and three computer based simulations.
Research interests
- Service operations management - Service excellence - Performance measurement - Service recovery and complaint management - Operations strategy
Selected research projects
- Team leader research: Consortium of Organisations, March 2003 - September 2004.
- Service Excellence - View from the Front-Line: Institute of Customer Service, January 2002 - January 2003.
- Developing & Sustaining a Reputation for Service Excellence: Institute of Customer Service, February 2001 - July 2002.
Only selected externally-funded projects are listed here.
Teaching activity this year
Executive Education
- IB3C80 Customer Service module leader
- IB3C8S Customer Service module leader
- IB3C90 Service Operations Management module leader
- IB3D10 Service Excellence module leader
- IB3D1S Service Excellence module leader
- IB3D4C Service Excellence module leader
Warwick MBA
- IB9S80 Service Management: MMBA module leader
- IB9S8Y Service Management (Dubai) module leader
Publications
Journal articles
- Design Dimensions of Experience Rooms for Service Test-drives - Case studies in different service contexts. Managing Service Quality 20 (2010) (Published): 312-327.
- Establishing and developing strategic relationships - the role for operations managers. International Journal Of Operations And Production Management 29 (2009) (Published): 564-590.
- Can Business Learn From The Public Sector? European Business Review 4 (2009) (Published): 373-379.
Books
- Service Operations Management. Beijing: China Renmin, 2009 (Published).
- Operations Management (Chinese Edition) FT Prentice Hall, 2009 (Published).
