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Rhian Silvestro

15 works· latest 2015· 1 institutionscluster: provisional

Works

15 shown

Exploring the “mid office” concept as an enabler of mass customization in services

International Journal of Operations & Production Management·2015·2 authors

45citations

Performance topology mapping: understanding the drivers of performance

International Journal of Production Economics·2014·1 author

29citations

Integrating financial and physical supply chains: the role of banks in enabling supply chain integration

International Journal of Operations & Production Management·2014·2 authors

164citations

Measuring internal service quality: comparing the gap‐based and perceptions‐only approaches

International Journal of Operations & Production Management·2010·2 authors·Open access

74citations

Applying the service profit chain to analyse retail performance

International Journal of Service Industry Management·2005·1 author

87citations

Challenging the paradigm of the process enterprise: a case-study analysis of BPR implementation

Omega·2002·2 authors

55citations

Dispelling the modern myth

International Journal of Operations & Production Management·2002·1 author

159citations

Towards a contingency theory of TQM in services ‐ How implementation varies on the basis of volume and variety

International Journal of Quality & Reliability Management·2001·1 author

53citations

Applying the service profit chain in a retail environment

International Journal of Service Industry Management·2000·2 authors

297citations

Positioning services along the volume‐variety diagonal

International Journal of Operations & Production Management·1999·1 author

125citations

The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms?

International Journal of Quality & Reliability Management·1998·1 author

70citations

Towards a Classification of Service Processes

International Journal of Service Industry Management·1992·3 authors

524citations

Product costing in service organizations

Management Accounting Research·1991·3 authors

87citations

Performance measurement in service businesses

University of Warwick·1991·2 authors·Open access

782citations

Quality Measurement in Service Industries

International Journal of Service Industry Management·1990·3 authors

73citations