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Business and Management
UK
2023

D-Index & Metrics

Business and Management

D-Index
58
Citations
20577
World Ranking
606
National Ranking
90

Research.com Recognitions

  • 2023 - Research.com Business and Management in United Kingdom Leader Award

Overview

Robert Johnston was affiliated with the University of Warwick in the United Kingdom. Their research contributions primarily spanned the domain of social sciences, with a focus on sociology and political science, human-computer interaction, and management science and operations research.

Their recent publications covered a range of topics and appeared in various academic venues. These included:

  • Beyond 'mobility': A new understanding of moving with technology (2020), Information Systems Journal
  • Developing a methodology for designing routine information systems based on the situational theory of action (2024), Swinburne Research Bank (Swinburne University of Technology)
  • Development of a situated information systems analysis and design methodology: a health care setting (2024), Swinburne Research Bank (Swinburne University of Technology)
  • Barriers to just-in-time implementation in small manufacturing enterprises (2022), OPAL (Open@LaTrobe) (La Trobe University)
  • Music as a collaborating actor: new insights into the nature and role of music in psychedelic-assisted psychotherapy (2025), Frontiers in Psychiatry

Johnston's frequent coauthors included:

  • Simon K. Milton
  • Vivienne Waller
  • Ella Hafermalz
  • Dirk S. Hovorka
  • Kai Riemer

The regular publication venues where they contributed most often were:

  • Swinburne Research Bank (Swinburne University of Technology)
  • Information Systems Journal
  • Frontiers in Psychiatry
  • OPAL (Open@LaTrobe) (La Trobe University)

Their work addressed several main research topics:

  • Information Systems Theories and Implementation
  • Complex Systems and Decision Making
  • Persona Design and Applications
  • Innovative Human-Technology Interaction
  • Human Mobility and Location-Based Analysis
  • Psychedelics and Drug Studies
  • Cross-Cultural and Social Analysis

These topics reflect their interdisciplinary approach, encompassing both theoretical frameworks and applied methodologies across various social and technological contexts.

Best Publications

  • Administração da Produção

    Nigel Slack;Stuart Chambers;Robert Johnston

  • Operations Management

    Nigel Slack;Stuart Chambers;Robert Johnston

  • The determinants of service quality: satisfiers and dissatisfiers

    Robert Johnston

  • Performance Measurement in Service Businesses

    T. J. Brignall;L. Fitzgerald;R. Johnston;Rhian Silvestro

  • The service concept: the missing link in service design research?

    Susan Meyer Goldstein;Robert Johnston;Jo Ann Duffy;Jay Rao

  • Towards a Classification of Service Processes

    Rhian Silvestro;Lin Fitzgerald;Robert Johnston;Christopher Voss

  • Service Operations Management

    Robert Johnston;Graham Clark

  • The Customer Experience: A Road Map for Improvement

    Robert Johnston;Xiangyu Kong

  • The zone of tolerance

    Robert Johnston

  • Identifying the critical determinants of service quality in retail banking: importance and effect

    Robert Johnston

  • Cocreating Customer Value Through Hyperreality in the Prepurchase Service Experience

    Bo Edvardsson;Bo Enquist;Robert Johnston

  • Linking complaint management to profit

    Robert Johnston

  • An analysis of international business-to-business relationships based on the Commitment–Trust theory

    Margareta Friman;Tommy Gärling;Bruce Millett;Jan Mattsson

  • Service failure and recovery: impact, attributes and process

    Robert Johnston

  • Service productivity: Towards understanding the relationship between operational and customer productivity

    Robert Johnston;Peter Jones

  • Succeeding through service innovation : a service perspective for education, research, business and government

    Kevin Bishop;Greg Bolan;David Bowen;Chris Cromack

  • Service Operations Management : Improving Service Delivery

    Robert Johnston;Graham Clark

  • Service Recovery Strategies for Single and Double Deviation Scenarios

    Robert Johnston;Adrian Fern

  • Why service recovery fails: Tensions among customer, employee, and process perspectives

    Stefan Michel;David Earl Bowen;Robert Johnston

  • Service operations management: return to roots

    Robert Johnston

  • Internal service recovery: developing a new construct

    David E. Bowen;Robert Johnston

  • Theoretical perspectives in purchasing and supply chain management: an analysis of the literature

    Daniel Chicksand;Glyn Watson;Helen Lisbeth Walker;Zoe Jane Radnor

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

    Robert Johnston;Stefan Michel

  • E‐service: enhancing internal customer service through e‐procurement

    Simon Croom;Robert Johnston

Frequent Co-Authors

Bo Edvardsson
Bo Edvardsson Karlstad University
Stephen W. Brown
Stephen W. Brown Arizona State University
David E. Bowen
David E. Bowen Arizona State University
Christopher A. Voss
Christopher A. Voss University of Warwick
Zoe Radnor
Zoe Radnor Aston University
Jan Mattsson
Jan Mattsson Roskilde University
Rohit Verma
Rohit Verma University of South Carolina
Jochen Wirtz
Jochen Wirtz National University of Singapore
Loizos Heracleous
Loizos Heracleous University of Warwick
Tommy Gärling
Tommy Gärling University of Gothenburg

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