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Number of items: 23.
Journal Article
Silvestro, Rhian (2016) Do you know what really drives your businessβs performance? MIT Sloan Management Review, 57 (4). pp. 28-34. ISSN 1532-9194.
Silvestro, Rhian and Lustrato, Paola (2015) Exploring the βmid officeβ concept as an enabler of mass customization in services. International Journal of Operations & Production Management, 35 (6). pp. 866-894. doi:10.1108/IJOPM-03-2013-0154 ISSN 0144-3577.
Silvestro, Rhian (2014) Performance topology mapping : understanding the drivers of performance. International Journal of Production Economics, Volume 156 . pp. 269-282. doi:10.1016/j.ijpe.2014.05.011 ISSN 0925-5273.
Silvestro, Rhian and Lustrato, Paola (2014) Integrating financial and physical supply chains : the role of banks in enabling supply chain integration. International Journal of Operations and Production Management, Volume 34 (Number 3). pp. 298-324. doi:10.1108/IJOPM-04-2012-0131 ISSN 0144-3577.
Brandon-Jones, Alistair and Silvestro, Rhian (2010) Measuring internal service quality : comparing the gap-based and perceptions-only approaches. International Journal of Operations & Production Management, Volume 30 (Number 12). pp. 1291-1318. doi:10.1108/01443571011094271 ISSN 0144-3577.
Silvestro, Rhian and Silvestro, Claudio (2008) Towards a model of strategic roster planning and control : an empirical study of nurse rostering practices in the UK National Health Service. Health Services Management Research, Volume 21 (Number 2). pp. 93-105. doi:10.1258/hsmr.2008.007025 ISSN 0951-4848.
Silvestro, Rhian (2005) Applying gap analysis in the health service to inform the service improvement agenda. International Journal of Quality & Reliability Management, 22 (3). pp. 215-233. doi:10.1108/02656710510582462 ISSN 0265-671X.
Pritchard, Michael and Silvestro, Rhian (2005) Applying the service profit chain to analyse retail performance : the case of the managerial strait-jacket? International Journal of Service Industry Management, 16 (3-4). pp. 337-356. doi:10.1108/09564230510613997 ISSN 0956-4233.
Silvestro, Rhian and Silvestro, Claudio (2003) New service design in the NHS : an evaluation of the strategic alignment of NHS Direct. International Journal of Operations & Production Management, 23 (3-4). pp. 401-417. doi:10.1108/01443570310467320 ISSN 0144-3577.
Silvestro, Rhian and Westley, Charles (2002) Challenging the paradigm of the process enterprise : a case-study analysis of BPR implementation. Omega - International Journal of Management Science, 30 (3). pp. 215-225. doi:10.1016/S0305-0483(02)00028-2 ISSN 0305-0483.
Silvestro, Rhian (2002) Dispelling the modern myth - employee satisfaction and loyalty drive service profitability. International Journal of Operations & Production Management, 22 (1). pp. 30-49. doi:10.1108/01443570210412060 ISSN 0144-3577.
Silvestro, Rhian (2001) Towards a contingency theory of TQM in services β how implementation varies on the basis of volume and variety. International Journal of Quality & Reliability Management, 18 (3). pp. 254-288. doi:10.1108/02656710110383520 ISSN 0265-671X.
Silvestro, Rhian and Silvestro, Claudio (2000) An evaluation of nurse rostering practices in the National Health Service. Journal of Advanced Nursing, 32 (3). pp. 525-535. doi:10.1046/j.1365-2648.2000.01512.x ISSN 0309-2402.
Pritchard, Michael and Silvestro, Rhian (2000) Applying the service profit chain in a retail environment - challenging the "satisfaction mirror". International Journal of Service Industry Management, 11 (3). pp. 244-268. doi:10.1108/09564230510613997 ISSN 0956-4233.
Silvestro, Rhian (1999) Positioning services along the volumeβvariety diagonal. International Journal of Operations & Production Management, 19 (4). pp. 399-421. doi:10.1108/01443579910254268 ISSN 0144-3577.
Silvestro, Rhian (1998) The manufacturing TQM and service quality literatures : synergistic or conflicting paradigms? International Journal of Quality & Reliability Management, 15 (3). pp. 303-328. doi:10.1108/02656719810198917 ISSN 0265-671X.
Silvestro, Rhian (1997) Measuring the maturity of TQM implementation in services. Logistics Information Management, 10 (6). pp. 259-263. doi:10.1108/09576059710187384 ISSN 0957-6053.
Brignall, T. J., Fitzgerald, J. R., Johnston, R. and Silvestro, Rhian (1994) Costeo de productos en organizaciones de servicios. Costos y Gestion, 4 . ISSN 0327-5345.
Silvestro, Rhian, Fitzgerald, Lin, Johnston, Robert and Voss, Christopher (1992) Towards a classification of service processes. International Journal of Service Industry Management, 3 (3). pp. 62-75. doi:10.1108/09564239210015175 ISSN 0956-4233.
Brignall, T. J., Fitzgerald, L., Johnston, R. and Silvestro, Rhian (1991) Product costing in service organizations. Management Accounting Research, 2 (4). pp. 227-248. doi:10.1016/S1044-5005(91)70036-X ISSN 10445005.
Brignall, T. J., Fitzgerald, L., Johnston, R. and Silvestro, Rhian (1991) Performance measurement in service businesses. Management Accounting, 69 (10). p. 34.
Silvestro, Rhian, Johnston, Robert, Fitzgerald, Lin and Voss, Christopher (1990) Quality Measurement in Service Industries. International Journal of Service Industry Management, 1 (2). pp. 54-66. doi:10.1108/EUM0000000002803 ISSN 0956-4233.
Book Item
UNSPECIFIED (2012) Case exercise and teaching notes. In: Johnston, Robert and Clark, Graham and Shulver, Michael , (eds.) Service operations management : improving service delivery. Harlow, England ; New York: Pearson, pp. 96-100. ISBN 9780273740483
This list was generated on Fri Mar 29 12:25:42 2024 GMT.