The Library
Browse by Warwick Author
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Number of items: 21.
2013
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 ISSN 0953-7287.
2012
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 ISSN 1523-2409.
2011
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 ISSN 0960-4529.
2010
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 ISSN 0960-4529.
Slack, Nigel, Chambers, Stuart and Johnston, Robert (2010) Operations management. Harlow : Financial Times Prentice Hall. ISBN 9780273731603
2009
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 ISSN 0144-3577.
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. ISSN 0955-534X 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 ISSN 1757-5818.
2008
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 ISSN 1862-8516.
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 ISSN 1741-0401.
Slack, Nigel, Chambers, S., Johnston, R. and Betts, A. (2008) Gerenciamento de peracoes e de processos : princΓpios e prΓ‘tica de impacto estratΓ©gico. 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 ISSN 0956-4233.
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 ISSN 0144-3577.
Johnston, Robert and Clark, Graham (2008) Service operations management : improving service delivery. Harlow: Financial Times Prentice Hall. ISBN 9781405847322
Bishop, Kevin, Bolan, Greg, Bowen, David, Cromack, Chris, Evans, Steve, Fisk, Raymond P., Ganz, Walter, Gregory, Mike, Johnston, Robert, Lemmink, Jos et al.
(2008)
Succeeding through service innovation : a service perspective for education, research, business and government.
Cambridge: University of Cambridge Institute for Manufacturing.
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 ISSN 0144-3577.
2006
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. ISSN 0272-6963 doi:10.1016/j.jom.2005.08.001
1992
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.
This list was generated on Fri Apr 19 02:02:50 2024 BST.