Awards for Excellence

Citation

(2005), "Awards for Excellence", International Journal of Productivity and Performance Management, Vol. 54 No. 4. https://doi.org/10.1108/ijppm.2005.07954daa.002

Awards for Excellence

Robert JohnstonUniversity of Warwick, UKandPeter JonesUniversity of Surrey, UK

are the recipients of the journal's Outstanding Paper Award for Excellence for their paper

"Service productivity: towards understanding the relationship between operational and customer productivity"

which appeared in International Journal of Productivity and Performance Management, Vol. 53 No. 3, 2004

Robert Johnston is Professor of Operations Management at Warwick Business School. Before moving to academia Dr Johnston held several line management and senior management posts in a number of service organisations in both the public and private sectors. Dr Johnston continues to maintain close and active links with many large and small organisations through his research, management training and consultancy activities.

Dr Johnston's research interests include service excellence, service recovery and complaint management, and performance measurement. Dr Johnston is the co-author or editor of over 25 books and has contributed over 30 chapters to other texts. He has published around 50 articles in refereed journals and has written over 60 case studies and three computer-based simulations.

Dr Johnston is the Head of the Operations Management Group and Academic Director of MBA Programmes and the Diploma in Service Leadership. He has served as Associate Dean of the Business School and as a member of the School's management committee. He has also been the academic director of two MBA programmes. Dr Johnston was the founding editor of the International Journal of Service Industry Management and he also serves on the editorial boards of the Journal of Operations Management, Journal of Service Research, Cornell Hotel and Restaurant Administration Quarterly, the International Journal of Internet and Enterprise Management, the International Journal of Tourism and Hospitality Research and Managing Service Quality. He is a founder member of the European Operations Management Association, a member of the steering committee of the International Academy of Services Research and Education, a member of the Services Management International Advisory Board, EGADE, Mexico and a board member of the Performance Measurement Association.

Peter Jones holds the IFCA Chair of Production and Operations Management in the School of Management Studies at the University of Surrey. Previously he was the Forte Professor of Hotel Management at Surrey, where he was also responsible for the Centre for Hospitality Industry Performance Research. As IFCA professor he is currently researching a number of topics related to travel catering, including innovation in flight catering and productivity improvement. Professor Jones has published 12 textbooks and numerous journal articles. He has presented at conferences or run seminars in many countries throughout the world. He has also been a management consultant to industry firms, professional associations and educational institutions.

Professor Jones has served on a number of committees for professional associations and was the founding President of EuroCHRIE. In 1997 he received CHRIE's Stevenson Fletcher Achievement Award, sponsored by Marriott International, for his "outstanding and innovative contribution to hospitality and tourism education". In 2001 he served on the RAE Panel 43 in Business and Management.

He holds a MBA from London Business School and a PhD from the University of Surrey. He is a Fellow of the HCIMA.