Robert Johnston

Bio: Robert Johnston is an academic researcher from University of Warwick. The author has contributed to research in topics: Service (business) & Service design. The author has an hindex of 45, co-authored 82 publications receiving 12314 citations. Previous affiliations of Robert Johnston include AeroVironment.

The determinants of service quality: satisfiers and dissatisfiers

Abstract: Briefly describes five current debates in the service quality literature. One debate, of importance to operations academics and managers, is the identification of the determinants of service quality. Seeks to investigate whether there are some quality determinants that are predominantly satisfiers and others that are predominantly dissatisfiers. The analysis is based on 579 anecdotes, from personal account customers of a major UK bank, collected using the critical incident technique. The study′s main findings are that the predominantly satisfying determinants are attentiveness, responsiveness, care and friendliness; and the dissatisfiers are integrity, reliability, responsiveness, availability and functionality. Responsiveness is identified as a crucial determinant of quality as it is a frequent source of satisfaction, and the lack of it is a major source of dissatisfaction. Contrary to the existing literature, shows that the causes of dissatisfaction are not necessarily the obverse of the causes of satis...

Performance Measurement in Service Businesses

Abstract: Control and Performance Measuring Results Measuring Service Quality Measuring Flexibility Measurement of Resource Utilisation Measurement of Innovation Performance Measures: Choice and Implementation.

Administração da Produção

Abstract: This modern textbook provides a logical path in the activities of production management and an understanding of the strategic context in which production managers work. It is structured around the model of programming, planning and control, but without isolating the activities of planning control. The possibilities of improving production are presented separately to reflect the responsibility of managers of production and the continuous improvement of its operations. The production of services is treated with the same depth level of production of goods. The book is strategic about the contribution of production to the success of the organization's long-term, conceptual way in explaining the reasons for production managers to take decisions in every area of activities, comprehensive in its coverage of issues and ideas relevant to most types of production, examines how the practical problems and difficulties involved in making decisions on production management, international use of information and examples and balanced treatment of various types of organizations that create products and services. Enriched with several differentiating features, including abundant illustrations and real life examples, personal profiles at the end of each chapter, based on interviews with production executives, case studies summary and questions at the end of each chapter, discussion questions, chapter summaries and further reading selected chapters on supply networks, MRP, JIT and total quality management.

Out of the Crisis

Abstract: According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

Performance measurement system design: A literature review and research agenda

Abstract: The importance of performance measurement has long been recognized by academics and practitioners from a variety of functional disciplines. Seeks to bring together this diverse body of knowledge into a coherent whole. To ensure that the key issues are identified, focuses on the process of performance measurement system design, rather than the detail of specific measures. Following a comprehensive review of the literature, proposes a research agenda.

A model of customer satisfaction with service encounters involving failure and recovery

Abstract: Customers often react strongly to service failures, so it is critical that an organization's recovery efforts be equally strong and effective. In this article, the authors develop a model of custom...

Relational Benefits in Services Industries: The Customer’s Perspective:

Abstract: This research examines the benefits customers receive as a result of engaging in long-term relational exchanges with service firms. Findings from two studies indicate that consumer relational benefits can be categorized into three distinct benefit types: confidence, social, and special treatment benefits. Confidence benefits are received more and rated as more important than the other relational benefits by consumers, followed by social and special treatment benefits, respectively. Responses segmented by type of service business show a consistent pattern with respect to customer rankings of benefit importance. Management implications for relational strategies and future research implications of the findings are discussed.