| Performance measurement in service businesses L Fitzgerald (No Title), 1991 | 1801 | 1991 |
| Towards a classification of service processes R Silvestro, L Fitzgerald, R Johnston, C Voss International journal of service industry management 3 (3), 0-0, 1992 | 962 | 1992 |
| Applying the service profit chain in a retail environment: Challenging the “satisfaction mirror” R Silvestro, S Cross International journal of service industry management 11 (3), 244-268, 2000 | 537 | 2000 |
| Dispelling the modern myth: Employee satisfaction and loyalty drive service profitability R Silvestro International journal of operations & production management 22 (1), 30-49, 2002 | 341 | 2002 |
| Integrating financial and physical supply chains: the role of banks in enabling supply chain integration R Silvestro, P Lustrato International journal of operations & production management 34 (3), 298-324, 2014 | 224 | 2014 |
| Positioning services along the volume‐variety diagonal: the contingencies of service design, control and improvement R Silvestro International Journal of Operations & Production Management 19 (4), 399-421, 1999 | 200 | 1999 |
| Performance measurement in service businesses TJ Brignall, L Fitzgerald, R Johnston, R Silvestro Management Accounting 69 (10), 34, 1991 | 194 | 1991 |
| Applying the service profit chain to analyse retail performance: the case of the managerial strait‐jacket? M Pritchard, R Silvestro International Journal of Service Industry Management 16 (4), 337-356, 2005 | 143 | 2005 |
| Product costing in service organizations TJ Brignall, L Fitzgerald, R Johnston, R Silvestro Management Accounting Research 2 (4), 227-248, 1991 | 139 | 1991 |
| The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms? R Silvestro International Journal of Quality & Reliability Management 15 (3), 303-328, 1998 | 135 | 1998 |
| Applying gap analysis in the health service to inform the service improvement agenda R Silvestro International Journal of Quality & Reliability Management 22 (3), 215-233, 2005 | 119 | 2005 |
| Measuring internal service quality: comparing the gap‐based and perceptions‐only approaches A Brandon‐Jones, R Silvestro International Journal of Operations & Production Management 30 (12), 1291-1318, 2010 | 115 | 2010 |
| The Derminants of Service Quality: Hygiene and Enhancing Factors R Silvestro, R Johnston Warwick Business School, 1990 | 106 | 1990 |
| The determinants of service quality–a customer-based approach R Johnston, R Silvestro The proceedings of the decision science institute Conference, San Diego, CA …, 1990 | 103 | 1990 |
| An evaluation of nurse rostering practices in the National Health Service R Silvestro, C Silvestro Journal of advanced nursing 32 (3), 525-535, 2000 | 101 | 2000 |
| Developing the determinants of service quality R Johnston, R Silvestro, L Fitzgerald, C Voss Proceedings of the 1st International Research Seminar in Service Management, 1990 | 99 | 1990 |
| Quality measurement in service industries R Silvestro, R Johnston, L Fitzgerald, C Voss International Journal of Service industry management 1 (2), 0-0, 1990 | 93 | 1990 |
| Towards a contingency theory of TQM in services‐How implementation varies on the basis of volume and variety R Silvestro International Journal of Quality & Reliability Management 18 (3), 254-288, 2001 | 91 | 2001 |
| Challenging the paradigm of the process enterprise: a case-study analysis of BPR implementation R Silvestro, C Westley Omega 30 (3), 215-225, 2002 | 84 | 2002 |
| New service design in the NHS: an evaluation of the strategic alignment of NHS Direct R Silvestro, C Silvestro International Journal of Operations & Production Management 23 (4), 401-417, 2003 | 62 | 2003 |
