Bob Johnston
- Deputy Dean (Operations and Finance) Professor of Operations Management
PGCE (Lancaster), PhD (Warwick), BSc (!st class honours) (Aston)
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 and an International Fellow of the Service Research Centre, Karlstad University. His research interests include service excellence, service recovery and complaint management, and performance measurement. Dr Johnston is the co-author or editor of over 25 books and has contributed over 30 chapters to other texts. He has published around 50 articles in refereed journals and has written over 60 case studies and three computer based simulations.
Research interests
- Service operations management - Service excellence - Performance measurement - Service recovery and complaint management - Operations strategy
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.
Publications
Journal articles
- Establishing and developing strategic relationships - the role for operations managers. International Journal Of Operations And Production Management 29 (2009): 564-590.
- Can Business Learn From The Public Sector? European Business Review 4 (2009): 373-379.
Books
- Service Operations Management. Beijing: China Renmin, 2009.
- Operations Management (Chinese Edition) FT Prentice Hall, 2009.
- Operations Management, Russian edition. Harlow: FT Prentice Hall, 2009.
