Radnor, Zoe and Johnston, Robert, 1953-. (2012) Lean in UK Government : internal efficiency or customer service? Production Planning & Control . pp. 1-13. ISSN 0953-7287 (In Press)

Slack, Nigel, Brandon-Jones, Alistair and Johnston, Robert, 1953- (2011) Essentials of operations management. Harlow, England : Financial Times Prentice Hall. ISBN 9780273756194

Johnston, Robert, 1953- and Kong, Xiangyu. (2011) The customer experience : a road-map for improvement. Managing Service Quality, Vol.21 (No.1). pp. 5-24. ISSN 0960-4529

Edvardsson, Bo, 1944-, Enquist, Bo and Johnston, Robert, 1953-. (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. ISSN 0960-4529

Slack, Nigel, Chambers, Stuart and Johnston, Robert, 1953- (2010) Operations management. Harlow : Financial Times Prentice Hall. ISBN 9780273731603

Johnston, Robert, 1953- 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. ISSN 0144-3577

Slack, Nigel, Chambers, Stuart and Johnston, Robert, 1953- (2009) Administração da Produção. São Paulo: Atlas. ISBN 9788522453535

Heracleous, Loizos and Johnston, Robert (2009) Can business learn from the public sector? European Business Review, Vol.21 (No.4). pp. 373-379. ISSN 0955-534X

Slack, Nigel, Chambers, S., Johnston, Robert, 1953- and Betts, A. (2009) Operations and process management : principles and practice for strategic impact. Harlow: Prentice Hall/Financial Times. ISBN 9780273718512

Michel, Stefan, 1967-, Bowen, David Earl and Johnston, Robert, 1953-. (2009) Why service recovery fails : tensions among customer, employee, and process perspectives. Journal of Service Management, Vol.20 (No.3-4). pp. 253-273. ISSN 1757-5818

Cunliffe, Melissa and Johnston, Robert, 1953-. (2008) Complaint management and the role of the chief executive. Service Business, Vol.2 (No.1). pp. 47-63. ISSN 1862-8516

Pongatichat, Panupak and Johnston, Robert, 1953-. (2008) Exploring strategy-misaligned performance measurement. International Journal of Productivity and Performance Management, Vol.57 (No.3). pp. 207-222. ISSN 1741-0401

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, 1953-. (2008) Internal service : barriers, flows and assessment. International Journal of Service Industry Management, Vol.19 (No.2). pp. 210-231. ISSN 0956-4233

Johnston, Robert, 1953- 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. ISSN 0144-3577

Johnston, Robert, 1953- 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, Vol.28 (No.1). pp. 79-99. ISSN 0144-3577

Verma, Rohit, Youngdahl, William, McLaughlin, Curtis and Johnston, Robert, 1953- (2006) Innovative operations management applications in not-for-profit, public and government services. Journal of Operations Management, Vol.24 (No.4). pp. 301-303. ISSN 0272-6963