Robert B Johnston

Biographic Data

ID5104973
NAMERobert B Johnston
GIVEN NAMESRobert B
FAMILY NAMEJohnston
SIGNATUREJOHNSTON R B
AFFILIATIONSUniversity of Warwick
VERIFIEDNo
TOTAL WORKS12
TOTAL CITATIONS5
WORKS AS AUTHOR12
WORKS AS EDITOR0
FIRST PUBLICATION YEAR1983
LATEST PUBLICATION YEAR2025
H-INDEX1

  • Music as a collaborating actor

    Open AccessJustin Dwyer, Robert B Johnston et al.ARTICLEFrontiers in Psychiatry2025

    Australian New Zealand Clinician Trials Registry identifier, ACTRN12619001225101

  • Failure Analysis

    Open AccessRobert Johnston, Robert B Johnston et al.CHAPTERWiley Encyclopedia of Management2015

    Failure analysis is the activity of identifying the root cause of a failure in order to understand why the failure occurred and to take steps to prevent it from happening again.

  • Zone Of Tolerance

    Open AccessRobert Johnston, Robert B Johnston et al.CHAPTERWiley Encyclopedia of Management2015

    The zone of tolerance is usually defined as the range of customer perception of a service between desired and minimum acceptable standards.

  • How critical realism clarifies validity issues in theory-testing research

    Robert B Johnston, Stephen P SmithCHAPTER2010

    Much discussion of research validity in information systems (IS) draws on the empiricist tradition, which presents an impoverished account of reality, making it difficult to formulate issues of validity that are pertinent to a practitioneroriented discipline. This is particularly true for external validity, which refers to the applicability, or relevance, of research to phenomena in the broader environment of practices, but also for construct and…

  • The Economics of the Euro-Market

    D J Peake, Dudley Peake et al.ARTICLEThe Economic Journal1983Cited by: 5

    Journal Article The Economics of the Euro-Market: History, Theory and Policy Get access The Economics of the Euro-Market: History, Theory and Policy. By R. B. Johnston. (London: Macmillan, 1982. Pp. x + 321. £20.00 hardback, £6.95 paperback.) D. J. Peake D. J. Peake University College of North Wales Search for other works by this author on: Oxford Academic Google Scholar The Economic Journal, Volume 93, Issue 372, 1 December 1983, Pages 951–952, …

  • Critical Incident Technique

    Robert Johnston, Robert B Johnston

    CIT , critical incident technique, has its roots in WW2 Operations Research. As applied to service operations, it usually comprises two questions: the first asks customers to think of a time when they felt very pleased and satisfied with the service/product received and to describe, in a few sentences, the situation and why they felt so happy; the second requires customers to think of a time when they were unhappy and dissatisfied with the servic…

  • Service Strategy

    Robert Johnston, Robert B Johnston

    A service strategy (cf. manufacturing strategy) provides the intellectual framework that allows operations managers to deliver service value to customers and retain financial value within the firm.

  • Service Recovery

    Robert Johnston, Robert B Johnston et al.

    Service recovery is the action of seeking out and dealing with failures in the delivery of service. The critical issue about service recovery is that it is not necessarily the failure itself that leads to customer dissatisfaction, as most customers do accept that things can go wrong. It is more likely to be the organization's response (or lack of response) to a failure that causes dissatisfaction. The crucial point is that while mistakes may be i…

  • Quality Characteristics

    Sinéad Roden, Robert Johnston et al.

    Quality characteristics are the properties of a product or a service that are required to satisfy the customers. They can relate to the characteristics that customers expect or demand from the service. Quality characteristics can also be described as measureable variables that comprise the specification that the organization uses to assess its production capability and to insure that the specifications are met.

  • Service Design

    Robert Johnston, Robert B Johnston

    Service design is the process of specifying the characteristics of a service and designing out its fail points. It requires a clear understanding of customer needs and expectations and a clear and shared service concept. It also involves the detailed design of the service delivery system, service package, service process, and the service environment.

  • Blueprinting

    Robert Johnston, Robert B Johnston

    The term “blueprinting” refers to the documentation of a service process: it is a means of evaluating, developing, and designing service processes.

  • Service Quality

    Alistair Brandon‐Jones, Robert Johnston et al.

    Service quality can be defined as two inter related components. Operational service quality is the degree to which a delivered service matches its design specification, whereas customer perceived service quality is the degree to which the service matches the customer's expectations or requirements.