Radnor, Zoe and Johnston, Robert (2013) Lean in UK Government : internal efficiency or customer service? Production Planning & Control, Volume 24 (Number 10-11). pp. 903-915. doi:10.1080/09537287.2012.666899

Maull, Roger, Geraldi, Joana and Johnston, Robert (2012) Service supply chains : a customer perspective. Journal of Supply Chain Management, Volume 48 (Number 4). pp. 72-86. doi:10.1111/j.1745-493X.2012.03284.x

Slack, Nigel, Brandon-Jones, Alistair and Johnston, Robert (2011) Essentials of operations management. Harlow, England : Financial Times Prentice Hall. ISBN 9780273756194

Johnston, Robert and Kong, Xiangyu (2011) The customer experience : a road-map for improvement. Managing Service Quality, Vol.21 (No.1). pp. 5-24. doi:10.1108/09604521111100225

Edvardsson, Bo, Enquist, Bo and Johnston, Robert (2010) Design dimensions of experience rooms for service test drives : case studies in several service contexts. Managing Service Quality, Vol.20 (No.4). pp. 312-327. doi:10.1108/09604521011057469

Slack, Nigel, Chambers, Stuart and Johnston, Robert (2010) Operations management. Harlow : Financial Times Prentice Hall. ISBN 9780273731603

Johnston, Robert and Staughton, Roy (2009) Establishing and developing strategic relationships - the role for operations managers. International Journal of Operations and Production Management, Vol.29 (No.6). pp. 564-590. doi:10.1108/01443570910957564

Slack, Nigel, Chambers, Stuart and Johnston, Robert (2009) Administração da Produção. São Paulo: Atlas. ISBN 9788522453535

Heracleous, Loizos Th. and Johnston, Robert (2009) Can business learn from the public sector? European Business Review, Vol.21 (No.4). pp. 373-379. doi:10.1108/09555340910970454

Slack, Nigel, Chambers, S., Johnston, Robert and Betts, A. (2009) Operations and process management : principles and practice for strategic impact. Harlow: Prentice Hall/Financial Times. ISBN 9780273718512

Michel, Stefan, Bowen, David Earl and Johnston, Robert (2009) Why service recovery fails : tensions among customer, employee, and process perspectives. Journal of Service Management, Vol.20 (No.3-4). pp. 253-273. doi:10.1108/09564230910964381

Cunliffe, Melissa and Johnston, Robert (2008) Complaint management and the role of the chief executive. Service Business, Vol.2 (No.1). pp. 47-63. doi:10.1007/s11628-006-0020-9

Pongatichat, Panupak and Johnston, Robert (2008) Exploring strategy-misaligned performance measurement. International Journal of Productivity and Performance Management, Vol.57 (No.3). pp. 207-222. doi:10.1108/17410400810857220

Slack, Nigel, Chambers, S., Johnston, R. and Betts, A. (2008) Gerenciamento de peracoes e de processos : princípios e prática de impacto estratégico. Porto: Alegre Bookman. ISBN 9788560031962

Johnston, Robert (2008) Internal service : barriers, flows and assessment. International Journal of Service Industry Management, Vol.19 (No.2). pp. 210-231. doi:10.1108/09564230810869748

Johnston, Robert and Pongatichat, Panupak (2008) Managing the tension between performance measurement and strategy : coping strategies. International Journal of Operations & Production Management, Vol.28 (No.9-10). pp. 941-967. doi:10.1108/01443570810903104

Johnston, Robert and Clark, Graham (2008) Service operations management : improving service delivery. Harlow: Financial Times Prentice Hall. ISBN 9781405847322

Johnston, Robert and Michel, Stefan (2008) Three outcomes of service recovery - Customer recovery, process recovery and employee recovery. International Journal of Operations and Production Management, Volume 28 (Number 1). pp. 79-99. doi:10.1108/01443570810841112

Verma, Rohit, Youngdahl, William, McLaughlin, Curtis and Johnston, Robert (2006) Innovative operations management applications in not-for-profit, public and government services. Journal of Operations Management, Vol.24 (No.4). pp. 301-303. doi:10.1016/j.jom.2005.08.001

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