Publications featuring Bob Johnston

Publications

Books

  • Professor Robert (Bob) Johnston, Graham Clark, Michael Shulver. Service Operations Management (4th ed) FT Prentice Hall, 2012.
  • Nigel Slack, Alistair Brandon-Jones, Professor Robert (Bob) Johnston, Alan Betts. Operations and Process Management. FT Prentice Hall, Harlow, 3rd ed, 2012.
  • Nigel Slack, Alistair Brandon-Jones and Professor Robert (Bob) Johnston. Essentials of Operations Management. Harlow: FT Prentice Hall, 2011 (Published).
  • Slack, N., Chambers, S. and Johnston, R. Operations management. Harlow: Financial Times Prentice Hall, 2010.
  • Slack N., Chambers S.,and Professor Robert (Bob) Johnston. Operations Management, Russian edition. Harlow: FT Prentice Hall, 2009 (Published).
  • Slack N., Chambers S., and Professor Robert (Bob) Johnston. Operations Management (Chinese Edition) FT Prentice Hall, 2009 (Published).
  • Professor Robert (Bob) Johnston and Clark G. Service Operations Management. Beijing: China Renmin, 2009 (Published).
  • Johnston R. and Clark, G. Service operations management. Harlow: Financial Times Prentice Hall, 2008.
  • Slack, N., Chambers, S., Johnston, R. and Betts, A. Operations and process management: principles and practice for strategic impact. Harlow: Prentice Hall/Financial Times, 2008.
  • Slack, N., Chambers, S. and Johnston, R. Administração da Produção. São Paulo: Atlas, 2008.
  • IfM and IBM. Succeeding through service innovation: a service perspective for education, research, business and government. Cambridge: University of Cambridge/IBM, 2008.
  • Slack, N., Chambers, S., Johnston, R. and Betts, A. Gerenciamento de operacoes e de processos: princiìpios e praìticas de impacto estrateìgico. Sao Paulo: Porto Alegre Bookman, 2008.
  • NDC Slack, SH Chambers and Johnston R. Operations Management. Prentice Hall, 2007.
  • Slack N., Chambers S., Professor Robert (Bob) Johnston, Betts A., Danese P., Romano P., Vinelli A. Gestione Delle Operations E Dei Processi. Harlow: Prentice Hall, 2007.
  • Tanner, S, Johnston R. and Walker, R. Quality of Service Commitment: Benchmarking Consortium Study. European Centre for Business Excellence, 2007.
  • IfM, ., IBM, . and Johnston R. Succeeding through Service Innovation: A discussion paper. Cambridge: University of Cambridge Institute of Manufacturing, 2007.
  • NDC Slack, A Betts, SH Chambers and Johnston R. Operations and Process Management. London: Prentice Hall Financial Times, 2006.
  • NDC Slack, SH Chambers and Johnston R. Operations Management (Russian Edition) Moscow: Infra M, 2006.
  • Johnston R. and Clark G. Service Operations Management. Prentice Hall, 2005.
  • Johnston R., SH Chambers, C Harland, A Harrison and NDC Slack. Cases in Operations Management (Chinese Edition) Economy and Management Publishing House, 2005.
  • NDC Slack, SH Chambers and Johnston R. Operations Management. Harlow: FT Prentice Hall, 2004.
  • Johnston R., SH Chambers, C Harland, A Harrison and NDC Slack. Cases in Operations Management. Harlow: FT Prentice Hall, 2003.
  • Johnston R. Delivering Service Excellence: The view from the front-line. Colchester: Institute of Customer Service, 2003.
  • Johnston R. and G Clark. Administração de Operações de Serviço. Sao Paulo: Atlas, 2002.
  • Johnston R., SH Chambers, C Harland, A Harrison and NDC Slack. Cases in Operations Management. Warsaw, n.p., 2002.
  • NDC Slack, SH Chambers and Johnston R. Administracao da Producao. Sao Paulo: Atlas, 2002.
  • Johnston R. and G Clark. Service Operations Management. Prentice Hall, 2001.
  • NDC Slack, SH Chambers and Johnston R. Operations Management. Financial Times/Pearson, 2001.
  • Johnston R. Service Excellence=Reputation=Profit: Developing and Sustaining a Reputation for Service Excellence. Institute of Customer Service, 2001.
  • NDC Slack, SH Chambers, C Harland, A Harrison and Johnston R. Administracao da Producao. Sao Paulo: Atlas, 1999.
  • TJ Brignall, L Fitzgerald, Johnston R. and E Markou. Improving Service Performance: A study of step-change versus continuous improvement. CIMA, 1999.
  • NDC Slack, SH Chambers, C Harland, A Harrison and Johnston R. Administracion de Operaciones. Mexico, n.p., 1999.
  • L Fitzgerald, Johnston R., TJ Brignall, RM Silvestro and C A Voss. Performance Measurement in Service Businesses. Seoul: CIMA, Korea Economic Daily, 1998.
  • NDC Slack, SH Chambers, C Harland, A Harrison and Johnston R. Operations Management. Hurng-Chih Book Co Ltd, 1998.
  • L Fitzgerald, Johnston R., TJ Brignall, RM Silvestro and C A Voss. Misurare la performance nelle imprese di servici (Performance Measurement in Service Businesses) Milano: EGEA Editore, 1998.
  • NDC Slack, SH Chambers, C Harland, A Harrison and Johnston R. Operations Management. Pitman FT Publishing, 1998.
  • Johnston R., SH Chambers, C Harland, A Harrison and NDC Slack. Cases in Operations Management. London: Pitman, 1997.
  • NDC Slack, SH Chambers, C Harland, A Harrison and Johnston R. Administratto da Produtto. Sao Paulo: Atlas, 1997.
  • M Pycraft, H Singh, K Phihlela, NDC Slack, SH Chambers, C Harland, A Harrison and Johnston R. Operations Management (South African Edition) London: Pitman, 1997.
  • Johnston R., SH Chambers, C Harland, A Harrison and NDC Slack. Cases in Operations Management: A Lecturers Guide. London: Pitman, 1997.
  • NDC Slack, SH Chambers, Johnston R., A Harrison and C Harland. Operations Management. Pitman Publishing, 1995.
  • C A Voss and Johnston R. A study of service management and performance in UK organisations. Birmingham: Severn Trent Plc, 1995.
  • Johnston R., SH Chambers, C Harland, A Harrison and NDC Slack. Cases in Operations Management. London: Pitman, 1993.
  • Johnston R., SH Chambers, C. Harland, A. Harrison and NDC Slack. Cases in Operations Management: A Lecturers Guide. London: Pitman, 1993.
  • L Fitzgerald, Johnston R., TJ Brignall, RM Silvestro and C A Voss. Performance Measurement in Service Businesses. London: CIMA, 1991.
  • Johnston R., C Armistead, B Morris and C A Voss. Operations Management in Service Industries and the Public Sector. Chichester: Wiley, 1985.

Edited books

  • Ford, R, Dickson, D, Edvardsson B., S Brown and Johnston R. Managing Magical Service. Florida, n.p., 2007.
  • Johnston R. The Blackwell Encyclopedic Dictionary of Operations Management. Oxford: Blackwell Publishing, 2005.
  • Edvardsson B., A Gustafsson, S Brown and Johnston R. Excellence in Management: Interdisciplinary Contributions. Karlstad, n.p., 2004.
  • S Tax, I Stuart, SW Brown, B Edvardsson, Johnston R. and EE Scheuing. Quality in Service: Crossing Boundaries. , n.p., 2002.
  • Johnston R., L Fitzgerald and TJ Brignall. Process improvement, A comparison of the use of targets and rewards for continuous and radical process improvement. Bath, n.p., 2001. 1120-1133.
  • Johnston R. and L Fitzgerald. Performance measurement: Flying in the face of fashion. Cranfield University, 2000. 275-282.
  • B Edvardsson, SW Brown, Johnston R. and EE Scheuing. Service Quality in the New Economy: Interdisciplinary and International Dimensions. New York, n.p., 2000.
  • E E Scheuing, S W Brown, B Edvardsson and Johnston R. Pursuing Service Excellence: Practices and Insights. New York, n.p., 1998.
  • Johnston R. Advancing Service Quality: A global perspective. New York, n.p., 1996.
  • Johnston R. Advancing Service Quality: A global perspective. New York, n.p., 1996.
  • Edvardsson B., S Brown, Johnston R. and E E Scheuing. Service Superiority: The Design and Delivery of Effective Service Operations. Warwick, n.p., 1993.
  • S Brown, Johnston R. and B Schneider. Marketing, Operations and Human Resource Insights into Services. Marseilles, n.p., 1992.
  • Johnston R. The Management of Service Operations. London: Cassell, 1989. 33-49.
  • Johnston R. The Management of Service Operations. Berlin: Springer-Verlag, 1988.

Book chapters

  • Johnston, R. and Fern, A. Service recovery strategies for single and double deviation scenarios. Services marketing. Ed. Baron, S. Los Angeles: Sage Publications, 2010.
  • Johnston, R. Service transaction analysis: assessing and improving the customers experience. Business strategy and financial and managerial implications. Ed. Regner, P. London: Pearson Education Limited, 2009 (Published).
  • Johnston, R. and Kong, X. The customer experience: a road map for improvement. QUIS 11: moving forward with service quality [proceedings of the QUIS 11 - Services Conference, June 11 - 14, 2009, Wolfsburg, Germany] Ed. Stauss, B., Brown, S. W., Edvardsson, B. and Johnston, R. Germany: Ingolstadt School of Management, 2009 (Published).
  • Chai, K., Wirtz, J. and Johnston, R. Using technology to revolutionize the library experience of Singaporean readers. Essentials of services marketing. Ed. Lovelock, C., Wirtz, J. and Chew, P. Singapore ; Hong Kong: Prentice Hall, 2008.
  • Johnston R. The internal barriers to improving external service. Managing Magical Service. Ed. Robert C Ford et al. Florida USA: The Rosen College of Hospitality, 2007. 179-188.
  • Johnston R. The Internal Barriers to Improving External Service. Service Excellence als Impulsgeber. Strategien - Management - Innovationen - Branchen (Service Excellence as Initiator: Strategies - Management - Innovations - Industries) Ed. Matthias H J, Gouthier, Christian Coenen, Henning S. schulze and Christoph Wegmann. Weisbaden: Gabler Verlag, 2007. 17-35.
  • Johnston R. The internal barriers to improving external service. Service Excellence as Initiator. Strategies - Management - Innovations - Industries. Ed. Matthias H.J. Gouthier, Christian Coenen, Henning S. Schulze and Christoph Wegmann. Weisbaden: Gabler Verlag, 2007. 17-35.
  • Edvardsson B., Enquist B. and Johnston R. Creating and test-driving service experiences prior to purchase and consumption. Managing Magical Service. Ed. Robert C Ford et al. Florida: The Rosen College of Hospitality, 2007. 92-101.
  • Johnston R. Benefits of Misalignment between Strategy and Performance Measurement: Lessons from the Public Sector. Performance Measurement and management: Public and Private. Ed. Neely A, Kennerley M, and Walters A. Cranfield: Cranfield School of Management, 2006. 617-624.
  • Heracleous L., Wirtz J. and Johnston R. Kung-Fu Service Development at Singapore Airlines. Services Marketing. Ed. Lovelck, Christopher H and Wirtz, Jochen. New Jersey: Prentice Hall, 2006.
  • Johnston R. and Michel S. Overcoming Recovery Myopia: Three Types of Service Recovery. Operations and Global Competitiveness. Ed. K Demeter. Budapest: Hungarian Association of Logistics, Purchasing and Inventory Manaagement, 2005. 1953-1960.
  • Bridgewater SH , B Sullivan-Taylor, Johnston R., Mattson J. and Millet B. The Internationalization Process and the role of learning in small service firms. The Process of Internationalization. Ed. Michael Mayer, Trevor Bucks. London: Palgrave Macmillan, 2004. 211-231.
  • S Pinto and Johnston R. The object and nature of service specifications. Service Excellence in Management: Interdisciplinary Contributions. Ed. Edvardsson, B, Gustafsson A, Brown S W. Karlstad: Karlstad University, 2004. 487-496.
  • Flanagan P., Talbot D. and Johnston R. Confidence - the development of a concept for assessing satisfaction. Service Excellence in Management: Interdisciplinary Contributions. Ed. Evardsson B, Gustafsson A, Brown S W. Karlstad: Karlstad University, 2004. 106-115.
  • R Staughton and Johnston R. Operational Performance Criteria in Business-to-Business Relationships. One World? One View of OM? The Challenges of Integrating Research and Practice. Ed. Spina G., Vinelli A., Cagliano R., Kalchschmidt M., Romano P., Salvador F. Padova: Servizi Grafici Editoriali, 2003. 573-582.
  • Johnston R. Operations: From factory to service management. Operations Management: Critical Perspectives on Business and Management. Ed. Lewis M.L., and Slack N. London: Routledge, 2003. 236-252.
  • Staughton R. and Johnston R. The 'soft' dimension gap in business-to-business relationship management. Quality in Service: Crossing Borders. Ed. Tax, S, Stuart, F I, Brown S W, Edvardsson B, Johnston R, Scheuing EE. Victoria: University of Victoria, 2002.
  • S Pinto and Johnston R. Tight versus loose specifications in Service Operations. Operations Management and the New Economy. Ed. Christiansen J., and Boer H., Denmark: Copenhagen Business School and Aalborg University, 2002. 1183-1190.
  • K Bates, H Bates and Johnston R. Linking Service to Profit: The Business Case for Service Excellence. Quality in Service: Crossing Borders. Ed. Tax S., Stuart F.I., Brown S.W., Edvardsson B., Johnston R., and Scheuing E.E. University of Victoria, Canada, 2002. 86-95.
  • Johnston R., L Fitzgerald and TJ Brignall. Process Improvement, A comparison of the use of targets and rewards for continuous and radical process improvement. What Really Matters in Operations Management. Ed. Blackmon, K., Brown, S., Cousins, P., Graves, A., Harland, C., Lamming, R., Maylor, H. Bath: University of Bath, 2001. 1120-11323.
  • Johnston R., S Brignall and L Fitzgerald. Transcending the Operations - Management Accounting Boundary. Operations Management: Crossing Borders and Boundaries - The Changing Role of Operations. Ed. Van Dierdonck R., and Vereecke A. Vlerick Leuven Gent Management School, 2000. 299-306.
  • Johnston R. and L Fitzgerald. Performance Measurement: Flying in the face of Fashion. Performance Measurement - Past, Present and Future. Ed. A Neely. Centre for Business Performance , Cranfield University, 2000. 275-282.
  • Johnston R. Complaint Management: The Acid Tests. Service Quality in the New Economy: Interdisciplinary and International Dimensions. Ed. Edvardsson B., Brown S.W., Johnston R., and Scheuing E.E. New York: ISQA, 2000. 13-21.
  • Clark G, Johnston R. and M Shulver. Exploiting the Service Concept for Service Design and Development. New Service Design. Ed. Fitzsimmons J and Fitzsimmons M. California: Sage, 2000. 71-91.
  • M A Lewis, M Shulver, Millet B., Mattson J. and Johnston R. Development Variables in Transnational Service Networks and their Impact on Control, Flexibility and Innovation. Managing Operations Networks. Ed. Bartezzahi E, Filippini R, Spina G, Vinelli A. Padova: SGE, 1999. 521-528.
  • Johnston R. Customer Mistakes: Failure and Recovery. Operations Management: Future Issues and Competitive Responses. Ed. P Coughlan, T Dramgoole and J Peppard. Dublin: University of Dublin, 1998. 243-248.
  • C Driver and Johnston R. The influence of customer contact perceived service quality and productivity. Operations Management: Future Issues and Competitive Responses. Ed. P Coughlan, T Dramgoole and J Peppard. Dublin: University of Dublin, 1998. 165-170.
  • L Fitzgerald, S Brignall, Johnston R. and E Markou. Continuous Improvement and Radical Change: A Question of Degree. Performance Measurement - Theory and Practice. Ed. A D Neely and D B Waggoner. Judge Institute, University of Cambridge, 1998. 189-197.
  • RM Silvestro, Johnston R., L Fitzgerald and C A Voss. Towards a classification of service processes. Contemporary Services Marketing Management. Ed. Gabbot M and Hogg G. London: Dryden, 1997. 361-374.
  • Johnston R. Critical Incident Technique, "Failure Analysis", "Quality Characteristics", "Service Design", "Service Quality", "Service Recovery", "Service Strategy", and "Zone of Tolerance" Encyclopedic Dictionary of Operations Management. Ed. N Slack. Oxford: Blackwell, 1997. 28-250.
  • Johnston R. Service Recovery: Delighting or Satisfying the Customer. Managing Service Operations: Lessons from the Service and Manufacturing Sectors. Ed. Ribera J., and Prats J. Barcelona: IESE, 1997. 391-396.
  • D Lyth and Johnston R. Empowerment, Discretion, Service Quality and Customer Satisfaction. Advancing Service Quality: A global perspective. Ed. Edvardsson B., Brown S.W., Johnston R. and Scheuing E.E. New York: ISQA, 1996. 225-236.
  • C A Voss and Johnston R. Inter-sectoral Differences in Service Quality Management. Advancing Service Quality: A global perspective. Ed. Edvardsson B., Brown S.W., Johnston R. and Scheuing E.E. New York: ISQA, 1996. 193-202.
  • Johnston R. Identifying Mis-Messages in Service Delivery. Services Management: New Directions, New Perspectives. Ed. R Teare and C Armistead. London: Cassell, 1995. 169-173.
  • Johnston R. Managing Service Quality During the Service Process: An Operations Perspective. Operations Strategy and Performance. Ed. Platts K.W., Gregory M.J. and Neely A.D. University of Cambridge/EurOMA Publication, 1994. 373-378.
  • Johnston R. Four levels of focus in service organisations and the implications for service operations. Service Superiority: The Design and Delivery of Effective Service Operations. Ed. R. Johnston and N.D.C. Slack. OMA-UK, 1993. 21-28.
  • S Brignall, L Fitzgerald, Johnston R., RM Silvestro and C A Voss. Linking Performance Measures and Competitive Strategies. Management Accounting Handbook. Butterworth-Heinemann in conjunction with CIMA, 1992. 196-216.
  • Johnston R. and D Lyth. Service Quality: Implementing the integration of customer expectations and operational capability. Service Quality: Multidisciplinary and Multinational Perspectives. Ed. Brown S W,, Gummesson E, Edvardsson B and Gustavsson B. New York: Lexington Books, 1991. 179-190.
  • C A Voss, L Fitzgerald, Johnston R. and RM Silvestro. Patterns of measurement of service performance: empirical results. Managing and Marketing Services in the 1990s. Ed. Teare, R, Moutinho L and Morgan N. London: Cassell, 1990. 110-118.
  • RM Silvestro and Johnston R. The Determinants of Service Quality - Enhancing and Hygiene Factors. Selected Papers from Quality in Service Conference. Ed. Scheuing E E, Gummesson E and Little C H. New York: St John's University, 1990. 212-132.
  • Johnston R. Developing Competitive Strategies in Service Industries. Management in Service Industries. Ed. Jones P. London: Prentice Hall, 1989. 111-126.
  • Johnston R., C A Voss, L Fitzgerald and RM Silvestro. Towards a classification of service industries. Operations management in advanced manufacture and services: common issues, common approaches. Ed. Macbeth D K and Southern G. Berlin: IFS/Springer Verlag, 1989. 303-318.
  • Johnston R. The Customer as Employee. Operations management in advanced manufacture and services: common issues, common approaches. Ed. Macbeth D K and Southern G. Berlin: IFS/Springer Verlag, 1989. 293-302.
  • Johnston R. Service Operations Management Issues. Management in Service Industries. Ed. Jones P. London: Pitman, 1988. 191-208.
  • C Armistead, Johnston R. and NDC Slack. The strategic determinants of service productivity. The Management of Service Operations. Ed. Johnston R. Berlin: IFS/Springer Verlag, 1988. 325-340.
  • D Lyth and Johnston R. A framework for designing quality into service operations. The Management of Service Operations. Ed. Johnston R. Birmingham: IFS/Springer Verlag, 1988. 221-230.

Journal articles

  • Dr Zoe Radnor and Professor Robert (Bob) Johnston. Lean in UK Government: Internal Efficiency or Customer Service? Production and Operations Management (2012) (Forthcoming).
  • Roger Maull, Joana Geraldi, Professor Robert (Bob) Johnston. Service Supply Chains: A Customer Perspective. Journal of Supply Chain Management (2012).
  • Daniel Chicksand, Zoe Radnor, Helen Walker, Glynn Watson, Professor Robert (Bob) Johnston. Theoretical Perspectives in purchasing and supply chain management. Supply Chain Management (2012).
  • Johnston, R. and Kong, X. The customer experience : a road-map for improvement. Managing Service Quality 21 (2011): 5-24.
  • Edvardsson B., Enquist, B. and Johnston, R. Design dimensions of experience rooms for service test-drives - case studies in different service contexts. Managing Service Quality 20 (2010) (Under Review): 312-327.
  • Johnston, R. and Staughton, R. Establishing and developing strategic relationships - the role for operations managers. International Journal Of Operations And Production Management 29 (2009) (Published): 564-590.
  • Michel, S., Bowen, D. and Johnston, R. Why service recovery fails: tensions among customer, employee, and process perspectives. International Journal of Service Industry Management 20 (2009) (Published): 253-273.
  • Heracleous, L. and Johnston, R. Can business learn from the public sector? European Business Review 21 (2009) (Forthcoming): 373-379.
  • Cunliffe, M. and Johnston, R. Complaint management and the role of the chief executive. Service Business 2 (2008) (Published): 47-63.
  • Johnston, R. and Michel, S. Three outcomes of service recovery: customer recovery, process recovery and employee recovery. International Journal Of Operations And Production Management 28 (2008) (Published): 79-99.
  • Johnston, R. and Pongatichat, P. Managing the tension between performance measurement and strategy : coping strategies. International Journal Of Operations And Production Management 28 (2008) (Published): 941-967.
  • Pongatichat, P. and Johnston, R. Exploring strategy-misaligned performance measurement. International Journal Of Productivity And Performance Management 57 (2008) (Published): 207-222.
  • Johnston, R. Internal service  barriers, flows and assessment. International Journal of Service Industry Management 19 (2008) (Published): 210-231.
  • Croom S.R. and Johnston R. Improving user compliance of electronic procurement systems: An examination of the importance of internal customer service quality. International Journal of Value Chain Management 1 (2006).
  • Verma R., Youngdahl W., McLaughlin C. and Johnston R. Innovative Operations Management Applications in Not-For-Profit, Public and Government Services (Editorial) Journal of Operations Management 24 (2006) (Published): 301-303.
  • Flanagan P., Johnston R. and Talbot D. Customer confidence - the development of a pre-experience concept. International Journal of Service Industry Management 16 (2005): 373-384.
  • Millet B. and Johnston R. Executive Learning: A Typology. Journal of Organisational Behaviour 9 (2005).
  • Heracleous L., Wirtz J and Johnston R. Kung-Fu Service Development at Singapore Airlines. Business Strategy Review (2005): 26-31.
  • Johnston R. Service Operations Management: Return to roots. International Journal Of Operations And Production Management 25 (2005): 1228-1297.
  • Edvardsson B., Enquist B. and Johnston R. Co-creating Customer Value through Hyperreality in the Pre-purchase Service Experience. Journal of Service Research 8 (2005) (Published): 149-161.
  • Staughton R. and Johnston R. Operational Gaps in Business Performance Relationships. International Journal Of Operations And Production Management 25 (2005): 320-332.
  • Johnston R. Service Operations Management: From the roots up. International Journal Of Operations And Production Management 25 (2005): 1298-1308.
  • Verma R., McLaughlin C., Johnston R. and Youngdahl W. Operations Management in Not-for-Profit, Public and Government Services: Charting a New Research Frontier. Journal of Operations Management 23 (2005): 117-123.
  • Lewis M, M Shulver, Johnston R., Mattson J., Millet B. and NDC Slack. Network Parenting in International Service Development. British Journal of Management 15 (2004): 23-38.
  • Johnston R. Towards a better understanding of service excellence. Managing Service Quality 14 (2004): 129-133.
  • Johnston R. and Jones P. Service Productivity: Towards understanding the relationship between operational and customer productivity. International Journal Of Productivity And Performance Management 53 (2004): 201-213.
  • V Lindsay, J Mattsson, Johnston R., D Chadee and B Millett. Relationships, the role of individuals and knowledge flows in the internationalisation of services firms. International Journal of Service Industry Management 14 (2003).
  • K Bates, H Bates and Johnston R. Linking Service to Profit: The business case for service excellence. International Journal of Service Industry Management 14 (2003): 173-183.
  • J Wirtz and Johnston R. Singapore Airlines: what it takes to sustain service excellence - A Senior Management Perspective. Managing Service Quality 13 (2003).
  • Croom S.R. and Johnston R. E-Service: Enhancing internal customer service through e-procurement. International Journal of Service Industry Management 14 (2003): 539-555.
  • Johnston R., S Brignall and L Fitzgerald. Good Enough Performance Measurement: A trade-off between activity and action. Journal Of The Operational Research Society 53 (2002): 256-262.
  • M Friman, T Gärling, B Millett, J Mattsson and Johnston R. An Analysis of International Business-to-Business Relationships Based on the Commitment-Trust Theory. Industrial Marketing Management 31 (2002): 403-409.
  • Johnston R., S Brignall and L Fitzgerald. The Involvement of Management Accountants in Operational Process Change: Results from Field Research. International Journal Of Operations And Production Management 22 (2002): 1325-1338.
  • Meyer S., Johnston R., Duffy J.A. and Rao J. The Service Concept: The missing link in service design research. Journal of Operations Management 20 (2002): 121-134.
  • Johnston R. and Mehra S. Best Practice Complaint Management. Academy of Management Executive 16 (2002): 145-155.
  • B Edvardsson, EE Scheuing, SW Brown and Johnston R. Service Quality in the New Economy: Interdisciplinary and International Dimensions. International Journal of Service Industry Management 12 (2001): 1-84.
  • Johnston R. and L Fitzgerald. Performance Measurement: flying in the face of fashion. International Journal of Business Performance Management 3 (2001): 181-190.
  • Johnston R. Linking Complaint Management to Profit. International Journal of Service Industry Management 12 (2001): 60-69.
  • C Driver and Johnston R. Understanding Service Customers: The value of hard and soft attributes. Journal of Service Research 4 (2001): 130-139.
  • Johnston R., L Fitzgerald, E Markou and S Brignall. Target setting for Evolutionary and Revolutionary Process Change. International Journal Of Operations And Production Management 21 (2001): 1387-1403.
  • J Sundbo, Johnston R., J Mattsson and B Millett. Innovation in Service Internationalism: The Crucial Role of the Frantrepreneur. Entrepreneurship & Regional Development 13 (2001): 247-267.
  • Johnston R. Complaint Management: Forget customer satisfaction, improve the process. OR Insight 13 (2000): 9-13.
  • SH Chambers and Johnston R. Experience Curves in Services: Macro and Micro Level Approaches. International Journal Of Operations And Production Management 20 (2000): 842-859.
  • Johnston R. Service Operations Management: Return to Roots. International Journal Of Operations And Production Management 19 (1999): 104-124.
  • DE Bowen and Johnston R. Internal Service Recovery: Developing a new construct. International Journal of Service Industry Management 10 (1999): 118-131.
  • Johnston R. Service Transaction Analysis: Assessing and Improving the Customers Experience. Managing Service Quality 9 (1999): 102-109.
  • Johnston R. and A Fern. Service Recovery Strategies for Single and Double Deviation Scenarios. Service Industries Journal 19 (1999): 69-82.
  • E E Scheuing, Edvardsson B., S Brown and Johnston R. Multi-disciplinary Developments in Service Quality. International Journal of Service Industry Management 10 (1999): 338-392.
  • SH Chambers, G Davies and Johnston R. British Airways Experience Curve: Lessons from Manufacturing. International Journal Of Operations And Production Management (1999).
  • Johnston R. The effect of intensity of dissatisfaction on complaining behaviour. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 11 (1998): 69-77.
  • Johnston R. and J Heineke. Exploring the Relationship Between Perception and Performance: Priorities for Action. Service Industries Journal 18 (1998): 101-112.
  • Johnston R. Identifying the Critical Determinants of Service Quality in Retail Banking: Importance and Effect. International Journal of Bank Marketing 15 (1997): 111-116.
  • RM Silvestro, L Fitzgerald, Johnston R. and C A Voss. Towards a classification of service processes. International Journal of Service Industry Management (1997): 361-374.
  • B Edvardsson, S W Brown, Johnston R. and E E Scheuing. Service Quality: Multi-disciplinary perspectives. International Journal of Service Industry Management 8 (1997): 190-263.
  • P Moon, L Fitzgerald and Johnston R. Delivering the Goods at TNT: Evaluating a Performance Measurement System. Management Accounting Research 7 (1996): 431-457.
  • Johnston R. Achieving focus in service organisations. Service Industries Journal 16 (1996): 10-20.
  • Johnston R. Service Research: A window of opportunity for operations management? International Journal of Contemporary Hospitality Management 8 (1996): 31-33.
  • JRC Wensley and Johnston R. The Zone of Tolerance: Exploring the relationships between service transactions and satisfaction with the overall service. International Journal of Service Industry Management 6 (1995): 46-61.
  • Johnston R. The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service Industry Management 6 (1995): 53-71.
  • Johnston R. Service Management: An Appraisal and an Agenda for the Future. International Journal of Service Industry Management 5 (1994).
  • Johnston R. Design and Delivery of Superior Service. International Journal Of Operations And Production Management 14 (1994).
  • Johnston R. Operations: From Factory to Service Management. International Journal of Service Industry Management 5 (1994): 50-64.
  • Johnston R. and R Bryan. Products and Services - A Question of Visibility. Service Industries Journal 13 (1993): 125-136.
  • L Fitzgerald, RM Silvestro, Johnston R. and C A Voss. Towards a Classification of Services Processes. International Journal of Service Industry Management 3 (1992): 62-75.
  • L Fitzgerald, Johnston R., RM Silvestro and S Brignall. Measurement of Innovation and Design Performance in Services. Design Management Journal 3 (1992): 40-46.
  • RM Silvestro, T J Brignall, L Fitzgerald and Johnston R. Product Costing in Service Organisations. Management Accounting Research 2 (1992): 227-248.
  • RM Silvestro, Johnston R., L Fitzgerald and C A Voss. Quality Measurement in Service Industries. International Journal of Service Industry Management 1 (1990): 54-66.
  • Johnston R. The Customer as Employee. International Journal Of Operations And Production Management 9 (1989): 15-23.
  • Johnston R. Service Industries - improving competitive performance. Service Industries Journal 8 (1988): 202-211.
  • Johnston R. A framework for developing a quality strategy in a customer processing operation. International Journal Of Health Care Quality Assurance 1 (1988): 22-27.
  • Johnston R. Strategy, quality and resource management in the service sector. International Journal Of Operations And Production Management 8 (1988).
  • C Armistead, Johnston R. and NDC Slack. The strategic determinants of service productivity. International Journal of Service Industry Management 8 (1988): 95-108.
  • B Morris and Johnston R. Dealing with inherent variability - the difference between service and manufacturing explained. International Journal of Service Industry Management 7 (1987): 13-22.
  • Johnston R. Complex interactive computer based simulations without mathematical modelling. Simulation and Gaming 18 (1987): 501-515.
  • C Armistead, Johnston R. and C A Voss. Introducing service industries into operations management teaching. International Journal Of Operations And Production Management 6 (1986): 21-29.
  • Johnston R. and B Morris. Monitoring and control in service operations. International Journal Of Operations And Production Management 5 (1985): 32-38.
  • Professor Robert (Bob) Johnston.
  • Professor Robert (Bob) Johnston.

Non-peer reviewed articles

  • Heracleous L., Wirtz J and Johnston R. Learning to fly, Singapore-style. Cyprus Management Review 1 (2005): 23-29.
  • Heracleous L., Wirtz J. and Johnston R. Cost effective service excellence - Lessons from Singapore Airlines. Window to Management (in Chinese) 29 (2005): 5-8.
  • J Wirtz and Johnston R. What makes Singapore Airlines a service champion. Strategic Direction 19 (2003): 26-28.
  • S Brignall, L Fitzgerald and Johnston R. Race for the Top. Accountancy Age (1997).
  • Johnston R. Service failure and recovery: impact, attributes and process. Advances in Services Marketing and Management: Research and Practice 4 (1995): 211-228.

Reports to government

  • Johnston, R., Chai, K., Wirtz, J. and Lovelock, C. Singapores libraries: re-inventing library services: continuity with change. National library board, Singapore (2008): 1-33.
  • Johnston R. Delivering Service Excellence: The view from the front-line. (2003).
  • J Wirtz and Johnston R. Singapore Airlines: What it takes to Sustain Service Excellence - A Senior Management Perspective. (2002).
  • Johnston R. Service Excellence=Reputation=Profit: Developing and Sustaining a Reputation for Service Excellence. (2001).
  • S Brignall, L Fitzgerald, Johnston R. and E Markou. Improving Service Performance; a study of step-change versus continuous improvement. Chartered Institute of Management Accountants (1999).
  • S Brignall, L Fitzgerald, Johnston R. and E Markou. Improving Service Performance: A study of step-change versus continuous improvement. Research Report to CIMA (1998).
  • TJ Brignall, L Fitzgerald and Johnston R. The Tortoise or the Hare? Chartered Institute of Management Accountants (1997): 4-5.

Conference proceedings

  • Johnston R. Complaint Management and the Role of the Chief Executive. 9th International Research Seminar in Service Management. La Londes les Maures, France, 2006.
  • Michel S and Johnston R. Service Recovery Management: Framework and Case Study. 8th International Research Seminar in Service Management. France, 2004.
  • Barney W, Z Radnor, Johnston R. and Mahon W. The design of a strategic management system in a public sector organisation. 4th International Conference on Performance Measurement and Management (PMA) Edinburgh, 2004.
  • Johnston R. Best Practice Complaint Management. Customer Service Network. London, 2003.
  • Johnston R. Understanding Service Excellence. American Marketing Association Servsig Conference. Reims, 2003.
  • Johnston R. Learning from Service Recovery: The Underestimated benefit. American Marketing Association Servsig Conference. Reims, 2003.
  • Johnston R. Service Excellence: Enabling the Front-line. Professional Standards Conference. Chartered Institute of Personnel and Development, Keele, 2003.
  • Johnston R. Research in Service Excellence. Universidade Catolica Portuguesa, Porto, 2003.
  • Johnston R. Reputation and Front-Line Staff. Institute of Customer Service Annual Conference. London, 2003.
  • Johnston R. Reputation, Reputation, Reputation. Institute of Customer Service Annual Conference. London, 2003.
  • Johnston R. Service Productivity: Towards Understanding the Relationship Between Operational and Customer Productivity. Research Workshop on Service Productivity. Fraunhofer Institut Arbeitwirtschaft und Organisation, Stuttgart, Germany, 2003.
  • Croom S.R. and Johnston R. Examining the contribution of internal customer service to improved e-procurement performance: A Case Study investigation. 3rd International Conference on E-Business. Singapore, 2003.
  • K Bates, H Bates and Johnston R. The Business Case for Service Excellence. POMS Annual Conference. , 2002.
  • K Bates, H Bates and Johnston R. Linking Service to Profit: The Business Case for Service Excellence. QUIS Conference. Victoria, Canada, 2002.
  • S Pinto and Johnston R. Tight versus loose specifications in Service Operations. EurOMA Conference. Copenhagen, 2002.
  • Johnston R. and R Staughton. The Soft Dimension Gap in Business-to-Business Relationship Management. QUIS Conference. Victoria, Canada, 2002.
  • Johnston R. Delivering Service Excellence. 1st International Symposium on Service Engineering and Management. Stuttgart, 2002.
  • Croom S.R. and Johnston R. Internal Customer Service: The Potential for E-Service. 2nd International Conference on Electronic Commerce. Taipei, 2002.
  • Johnston R. and S Mehra. Best Practice Complaint Management. 1st International Conference on Electronic Commerce. Hong Kong, 2001.
  • Johnston R. and L Fitzgerald. Performance Measurement: Flying in the face of Fashion. Performance Measurement - Past, Present and Future. Cambridge University, 2000.
  • C Driver and Johnston R. Measuring the effectiveness of service recovery strategies. 9th EIASM Workshop on Quality Management in Services. Gothenburg, Sweden, 1999.
  • Lewis M , M Shulver, B Millett, J Mattsson and Johnston R. Development Variables in Transnational Service Networks and Their Impact On Control, Flexibility and Innovation. European Operations Management Association Conference. Venice, 1999.
  • C Driver and Johnston R. The influence of process structure on perceived service quality. 5th DSI International Conference. Athens, Greece, 1999.
  • S Brignall, L Fitzgerald and Johnston R. Accountants and Improvement Strategies: To be Involved or Not? 21st Annual Congress of the European Accounting Association. University of Antwerp, Belgium, 1998.
  • DE Bowen and Johnston R. Internal Service Recovery. Proceedings of the 5th International Research Seminar in Service Management. France, 1998.
  • Johnston R. Customer Responses to Poor Service Quality: The Effect of the Intensity of Dissatisfaction. Proceedings of the 5th International Research Seminar in Service Management. France, 1998.
  • Johnston R. Customer Mistakes: Failure and Recover. Proceedings of the European Operations Management Association Conference. Dublin, 1998.
  • C Driver and Johnston R. The influence of customer contact perceived service quality and productivity. Proceedings of the European Operations Management Association Conference. Dublin, 1998.
  • L Fitzgerald, S Brignall, Johnston R. and E Markou. Continuous improvement and radical change: a question of degree? Performance Measurement Conference. University of Cambridge, 1998.
  • D Lyth and Johnston R. Empowerment, Discretion, Service Quality and Customer Satisfaction. Proceedings of the QUIS5 symposium. Sweden, 1996.
  • C A Voss and Johnston R. Inter-sectoral Differences in Service Quality Management. Proceedings of the QUIS5 symposium. Sweden, 1996.
  • Johnston R. and A Fern. Service Recovery: Annoyed Versus Victimised Customers. Proceedings of the 4th International Research Seminar in Service Management. France, 1996.
  • Johnston R. Testing the Components of Service Recovery. Proceedings of the Decision Sciences Institute Conference. USA, 1996.
  • D Lyth and Johnston R. Linking Empowerment, Discretion, Service Quality and Customer Satisfaction. Proceedings of the Decision Sciences Institute Conference. USA, 1996.
  • Johnston R. Exploring the Relationship Between Perception and Performance. Proceedings of the Workshop in Quality Management in Services. Tilburg University, The Netherlands, 1995.
  • L Fitzgerald and Johnston R. Delivering the Goods at TNT: The Role of the Performance Measurement System. 18th Annual Congress of the European Accounting Association. Birmingham, 1995.
  • Johnston R. and C A Voss. Service in Britain: A Study of Service Management and Performance in UK Organisations. Severn Trent Plc, Birmingham, 1995.
  • Johnston R. Identifying Mis-Messages in Service Delivery. Proceedings of the International Research Symposium on Services Management. Bournemouth, 1995.
  • Johnston R. and D Lyth. Empowerment, Discretion and Service Quality: A Comprehensive Model with Propositions for Research. Proceedings of the Decision Sciences Institute Conference. USA, 1995.
  • Johnston R. Service Recovery: An Empirical Study. Third International Research Seminar in Service Management. France, 1994.
  • Johnston R. Managing the Zone of Tolerance: Some Propositions. QUIS Symposium. Connecticut, 1994.
  • J Grahn, D Lyth and Johnston R. Empowerment of Service Workers. Proceedings of the Decision Sciences Institute Conference. USA, 1994.
  • Johnston R. Service Quality: Sources of Satisfaction and Dissatisfaction. Proceedings of the Decision Sciences Institute Conference. USA, 1994.
  • Johnston R. Complaint Management: The Acid Tests. Service Quality in the New Economy: Interdisciplinary and International Dimensions. University of Karlstad, n.d.
  • Johnston R., L Fitzgerald and S Brignall. Process Improvement, A Comparison of the Use of Targets and Rewards for Continuous and Radical Process Improvement. What Really Matters in Operations Management. University of Bath, n.d.
  • Johnston R., Putnam M and Staughton R. Developing Long-term Strategic Relationships. Servsig Research Conference. Singapore, n.d.
  • Tanner, S, Johnston R. and Walker, R. Serving the Public - A Best Practice Study into Customer Service for the UK Police. EUROMA. , n.d.
  • Johnston R. The Internal Barriers to Service Quality: Reviving TQM. POMS College of Service Operations and EurOMA Conference, New Challenges in Service Operations. London Business School, n.d.
  • Edvardsson B., Enquist B. and Johnston R. Creating and Test-driving Service Experiences Prior to Purchase and Consumption - Case studies in three different service contexts. 6th Annual Conference on Quality Management and Organisational Development. Lund University, Sweden, n.d.
  • Johnston R., Bowen D and Michel S. Why Service Recovery Fails: Tensions among the Customer, Employee and Process Perspectives. 10th International Research Seminar in Service Management. La Londes les Maures, n.d.
  • Edvardsson B., Enquist B. and Johnston R. Creating and Test-driving Services Experiences Prior to Purchase and Consumption - Case studies in three different service contexts. 10th International Research Seminar in Service Management. La Londes les Maures, n.d.

Working papers

  • Johnston, R. Tight versus loose service specifications. Working Paper (2008).
  • Johnston, R. Towards a better understanding of exemplary business relationships. Working Paper (2008).
  • Johnston, R. The theory of customer productivity. Working Paper (2008).
  • Johnston, R. Business relationships: how do you measure up? Working Paper (2008).
  • Johnston, R. The specification of high interaction service processes. Working Paper (2008).
[287 publications listed]
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