Bob Johnston

• Professor of Operations Management

BSc (Aston), PGCE (Lancaster), PhD (Warwick)

Bob is Professor of Operations Management at Warwick Business School and is one of the leading authorities in service operations management, specialising in the transformation of service organisations through the re-design and innovative delivery of service. 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. Bob provides advice to a wide range of private and public organisations and has global experience in executive education with leading companies. His research interests include service transformation, service excellence, service recovery and complaint management, and performance management. He 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. He serves on the editorial boards of ten leading journals, is a member of several international advisory boards, is an Honorary Fellow of the European Operations Management Association and a Vice President of the Institute of Customer Service.

- Service operations management - Service excellence - Performance management - Service recovery and complaint management - Operations strategy