Robert Johnston
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Journal Articles

Establishing and developing strategic relationships – the role for operations managers

Robert Johnston, Roy Staughton
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (2009) 29 (6): 564–590.
https://doi.org/10.1108/01443570910957564
Published: 22 May 2009
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Journal Articles

Managing the tension between performance measurement and strategy: coping strategies

Robert Johnston, Panupak Pongatichat
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (2008) 28 (10): 941–967.
https://doi.org/10.1108/01443570810903104
Published: 12 September 2008
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Journal Articles

Three outcomes of service recovery: Customer recovery, process recovery and employee recovery

Robert Johnston, Stefan Michel
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (2008) 28 (1): 79–99.
https://doi.org/10.1108/01443570810841112
Published: 04 January 2008
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Journal Articles

Service operations management: from the roots up

Robert Johnston
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (2005) 25 (12): 1298–1308.
https://doi.org/10.1108/01443570510633666
Published: 01 December 2005
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Journal Articles

Operational performance gaps in business relationships

Roy Staughton, Robert Johnston
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (2005) 25 (4): 320–332.
https://doi.org/10.1108/01443570510585525
Published: 01 April 2005
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Journal Articles

The involvement of management accountants in operational process change: Results from field research

Robert Johnston, Stan Brignall, Lin Fitzgerald
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (2002) 22 (12): 1325–1338.
https://doi.org/10.1108/01443570210452020
Published: 01 December 2002
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Journal Articles

Target setting for evolutionary and revolutionary process change

Robert Johnston, Lin Fitzgerald, Eleni Markou, Stan Brignall
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (2001) 21 (11): 1387–1403.
https://doi.org/10.1108/01443570110407409
Published: 01 November 2001
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Journal Articles

Experience curves in services: macro and micro level approaches

Stuart Chambers, Robert Johnston
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (2000) 20 (7): 842–859.
https://doi.org/10.1108/01443570010330757
Published: 01 July 2000
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Journal Articles

Service operations management: return to roots

Robert Johnston
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (1999) 19 (2): 104–124.
https://doi.org/10.1108/01443579910247383
Published: 01 February 1999
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Journal Articles

The Customer as Employee

Robert Johnston
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (1989) 9 (5): 15–23.
https://doi.org/10.1108/EUM0000000001240
Published: 01 May 1989
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Journal Articles

The Strategic Determinants of Service Productivity

Colin Armistead, Robert Johnston, Nigel Slack
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (1988) 8 (3): 95–108.
https://doi.org/10.1108/eb054829
Published: 01 March 1988
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Journal Articles

Dealing with Inherent Variability: The Difference Between Manufacturing and Service?

Barbara Morris, Robert Johnston
Journal: International Journal of Operations & Production Management
International Journal of Operations & Production Management (1987) 7 (4): 13–22.
https://doi.org/10.1108/eb054796
Published: 01 April 1987
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