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Key publications



Maddern H, Smart PA, Maull RS, Childe S (2014). End-to-end process management: Implications for theory and practice. Production Planning and Control, 25(16), 1303-1321. Abstract. DOI.
Ponsignon F, Maull RS, Smart PA (2014). Four archetypes of process improvement: a Q-methodological study. International Journal of Production Research, 52(15), 4507-4525. Abstract.  Full text. DOI.
Behara RS, Babbar S, Smart PA (2014). Leadership in om research: a social network analysis of european researchers. International Journal of Operations and Production Management, 34(12), 1537-1563. Abstract. DOI.
Ponsignon F, Smart PA, Maull RS (2011). Service delivery system design: characteristics and contingencies. International Journal of Operations & Production Management, 31(3), 324-349. Full text. DOI.
Smart PA, Maddern H, Maull RS (2009). Understanding Business Process Management: Implications for Theory and Practice. British Journal of Management, 20(4), 491-507. Full text.
Kumar V, Smart PA, Maddern H, Maull RS (2008). Alternative perspectives on service quality and customer satisfaction: the role of BPM. 10th International Research Symposium on Service Excellence in Management (QUIS 10). Orlando, FL. 14th - 17th Jun 2007. Abstract. DOI.

Publications by category


Journal articles

Maddern H, Smart PA, Maull RS (In Prep). Service supply chain management: a way forward. International Journal of Management Reviews
Ponsignon F, Smart PA (In Prep). The congruency of manufacturing research and practice: a service orientation view. International Journal of Production Economics
Contiero E, Ponsignon F, Smart P, Vinelli A (2016). Contingencies and characteristics of service recovery system design: insights from retail banking. International Journal of Operations and Production Management Full text. DOI.
Ponsignon F, Smart A, Williams M, Hall J (2015). Healthcare experience quality: an empirical exploration using content analysis techniques. Journal of Service Management, 26(3), 460-485. Abstract. DOI.
M’hammed S, Baudry D, Mustafee N, Louis A, smart, Godsiff, Mazari B (2015). Modelling and simulation of operation and maintenance strategy for offshore wind farms based on multiagent system. Journal of Intelligent Manufacturing Full text.
Smart PA, Alves KV (2014). An interview with Dick Chase, Professor Emeritus, Marshall School of Business, University of Southern California. International Journal of Operations & Production Management, 34(4). DOI.
Maddern H, Smart PA, Maull RS, Childe S (2014). End-to-end process management: Implications for theory and practice. Production Planning and Control, 25(16), 1303-1321. Abstract. DOI.
Ponsignon F, Maull RS, Smart PA (2014). Four archetypes of process improvement: a Q-methodological study. International Journal of Production Research, 52(15), 4507-4525. Abstract.  Full text. DOI.
Behara RS, Babbar S, Smart PA (2014). Leadership in om research: a social network analysis of european researchers. International Journal of Operations and Production Management, 34(12), 1537-1563. Abstract. DOI.
Maddern H, Maull RS, Smart PA (2012). Business Process Management: a cross sector evaluation. Production Planning and Control
Ponsignon F, Smart PA, Maull RS (2012). Process design principles in service firms: Universal or context dependent? a literature review and new research directions. Total Quality Management & Business Excellence, 23(11-12), 1273-1296. Full text. DOI.
Ponsignon F, Smart PA, Maull RS (2011). Service delivery system design: characteristics and contingencies. International Journal of Operations & Production Management, 31(3), 324-349. Full text. DOI.
Dermot Williams M, Smart A (2010). Patient safety: a casualty of target success?. International Journal of Public Sector Management, 23(5), 416-430. DOI.
Maull RS, Smart PA, Harris A, AAF K (2009). An evaluation of 'fast track' in A&E: a discrete event simulation approach. The Service Industries Journal, 29(7), 923-941. Abstract.  Full text. DOI.
Maull RS, smart P, al-karasneh A, Harris A (2009). Simulating an Accident and Emergency department: Some General Conclusions. Service Industries Journal, 29(5).
Smart PA, Maddern H, Maull RS (2009). Understanding Business Process Management: Implications for Theory and Practice. British Journal of Management, 20(4), 491-507. Full text.
batista L, smart A, Maull RS (2008). The systemic perspective of service processes: underlying theory, architecture and approach. Production Planning and Control, 19(5), 535-544. Full text.
Maddern H, Maull RS, Smart PA, Baker P (2007). Customer satisfaction and service quality in UK financial services. International Journal of Operations & Production Management, 27(9-10), 998-1019. Abstract. DOI.
Maddern H, Maull RS, Smart A, Baker P (2007). Satisfaction and Service Quality in UK Financial Services. International Journal of Operations and Production Management, 27(9), 999-1019.
Maull R, Harris A, Al-Fatah Karasneh A (2007). The impact of a fast track strategy on patient waiting time within an emergency department: an approach using discrete event simulation. Service Industries Journal, 29(5).
Smart PA, Maull RS, Radnor Z, Childe S (2004). A Methodology for the Application of Business Processes in Small and Medium Sized Enterprises. Production Planning and Control, 15(1).
Childe SJ, Maull RS, Radnor ZJ, Smart PA (2004). Capitalizing on thematic initiatives: a framework for process-based change in SMEs. Production Planning & Control, 15(1), 2-12. DOI.
Smart PA, Housel T, Maull R, Radnor ZJ (2003). An approach for identifying value in business processes. Journal of Knowledge Management, 7(4), 49-61. DOI.
Lean, J. (2001). Improving Control Through Effective Performance Measurement in SMEs. Production Planning and Control, 12(8), 804-813.
Smart PA, Bourne M, Hudson M (2001). Theory and Practice in SME Performance Measurement Systems. International Journal of Operations & Production Management, 21(8), 1096-1115. DOI.
Smart PA, Maull RS, Childe SJ (1999). A reference model of 'operate' processes for process-based change. International Journal of Computer Integrated Manufacturing, 12(6), 471-482. Abstract.
Maull RS, Weaver AM, Childe SJ, Smart PA, Bennett J (1995). Current issues in Business Process Re-engineering in UK manufacturing companies. International Journal of Operations and Production Management

Chapters

Smart PA, Childe SJ, Maull RS (1999). Supporting business process re-engineering in industry: towards a methodology. In Gulladge R, Elzinga J (Eds.) Process Engineering: Advancing the State of the Art, Boston: Kluwer Academic Pub, 283-319.
Maull RS, Childe SJ, Mills JB, Smart PA (1998). The Role of CIM and Robotics in Enterprise Engineering. In Nof SY (Ed) Handbook of industrial robotics, Wiley, 495-508.

Conferences

Kumar V, Smart PA, Maddern H, Maull RS (2008). Alternative perspectives on service quality and customer satisfaction: the role of BPM. 10th International Research Symposium on Service Excellence in Management (QUIS 10). Orlando, FL. 14th - 17th Jun 2007. Abstract. DOI.
Childe SJ, Smart PA, Weaver AM (1997). The use of generic process models for process transformation.  Author URL.
Maull RS, Weaver AM, Childe SJ, Smart PA, Bennett J (1995). Current issues in business process re-engineering.  Author URL. DOI.

Reports

Havard V, Sahnoun M, Mustafee N, Wienke A, Boulc’h D, Godsiff P, Smart P, Baudy D (2015). E-maintenance and augmented reality for off shore wind farms (Mer-innovate). Interreg.

Publications by year



In Prep

Maddern H, Smart PA, Maull RS (In Prep). Service supply chain management: a way forward. International Journal of Management Reviews
Ponsignon F, Smart PA (In Prep). The congruency of manufacturing research and practice: a service orientation view. International Journal of Production Economics

2016

Contiero E, Ponsignon F, Smart P, Vinelli A (2016). Contingencies and characteristics of service recovery system design: insights from retail banking. International Journal of Operations and Production Management Full text. DOI.

2015

Havard V, Sahnoun M, Mustafee N, Wienke A, Boulc’h D, Godsiff P, Smart P, Baudy D (2015). E-maintenance and augmented reality for off shore wind farms (Mer-innovate). Interreg.
Ponsignon F, Smart A, Williams M, Hall J (2015). Healthcare experience quality: an empirical exploration using content analysis techniques. Journal of Service Management, 26(3), 460-485. Abstract. DOI.
M’hammed S, Baudry D, Mustafee N, Louis A, smart, Godsiff, Mazari B (2015). Modelling and simulation of operation and maintenance strategy for offshore wind farms based on multiagent system. Journal of Intelligent Manufacturing Full text.

2014

Smart PA, Alves KV (2014). An interview with Dick Chase, Professor Emeritus, Marshall School of Business, University of Southern California. International Journal of Operations & Production Management, 34(4). DOI.
Maddern H, Smart PA, Maull RS, Childe S (2014). End-to-end process management: Implications for theory and practice. Production Planning and Control, 25(16), 1303-1321. Abstract. DOI.
Ponsignon F, Maull RS, Smart PA (2014). Four archetypes of process improvement: a Q-methodological study. International Journal of Production Research, 52(15), 4507-4525. Abstract.  Full text. DOI.
Behara RS, Babbar S, Smart PA (2014). Leadership in om research: a social network analysis of european researchers. International Journal of Operations and Production Management, 34(12), 1537-1563. Abstract. DOI.

2012

Maddern H, Maull RS, Smart PA (2012). Business Process Management: a cross sector evaluation. Production Planning and Control
Ponsignon F, Smart PA, Maull RS (2012). Process design principles in service firms: Universal or context dependent? a literature review and new research directions. Total Quality Management & Business Excellence, 23(11-12), 1273-1296. Full text. DOI.

2011

Ponsignon F, Smart PA, Maull RS (2011). Service delivery system design: characteristics and contingencies. International Journal of Operations & Production Management, 31(3), 324-349. Full text. DOI.

2010

Dermot Williams M, Smart A (2010). Patient safety: a casualty of target success?. International Journal of Public Sector Management, 23(5), 416-430. DOI.

2009

Maull RS, Smart PA, Harris A, AAF K (2009). An evaluation of 'fast track' in A&E: a discrete event simulation approach. The Service Industries Journal, 29(7), 923-941. Abstract.  Full text. DOI.
Maull RS, smart P, al-karasneh A, Harris A (2009). Simulating an Accident and Emergency department: Some General Conclusions. Service Industries Journal, 29(5).
Smart PA, Maddern H, Maull RS (2009). Understanding Business Process Management: Implications for Theory and Practice. British Journal of Management, 20(4), 491-507. Full text.

2008

Kumar V, Smart PA, Maddern H, Maull RS (2008). Alternative perspectives on service quality and customer satisfaction: the role of BPM. 10th International Research Symposium on Service Excellence in Management (QUIS 10). Orlando, FL. 14th - 17th Jun 2007. Abstract. DOI.
batista L, smart A, Maull RS (2008). The systemic perspective of service processes: underlying theory, architecture and approach. Production Planning and Control, 19(5), 535-544. Full text.

2007

Maddern H, Maull RS, Smart PA, Baker P (2007). Customer satisfaction and service quality in UK financial services. International Journal of Operations & Production Management, 27(9-10), 998-1019. Abstract. DOI.
Maddern H, Maull RS, Smart A, Baker P (2007). Satisfaction and Service Quality in UK Financial Services. International Journal of Operations and Production Management, 27(9), 999-1019.
Maull R, Harris A, Al-Fatah Karasneh A (2007). The impact of a fast track strategy on patient waiting time within an emergency department: an approach using discrete event simulation. Service Industries Journal, 29(5).

2004

Smart PA, Maull RS, Radnor Z, Childe S (2004). A Methodology for the Application of Business Processes in Small and Medium Sized Enterprises. Production Planning and Control, 15(1).
Childe SJ, Maull RS, Radnor ZJ, Smart PA (2004). Capitalizing on thematic initiatives: a framework for process-based change in SMEs. Production Planning & Control, 15(1), 2-12. DOI.

2003

Smart PA, Housel T, Maull R, Radnor ZJ (2003). An approach for identifying value in business processes. Journal of Knowledge Management, 7(4), 49-61. DOI.

2001

Lean, J. (2001). Improving Control Through Effective Performance Measurement in SMEs. Production Planning and Control, 12(8), 804-813.
Smart PA, Bourne M, Hudson M (2001). Theory and Practice in SME Performance Measurement Systems. International Journal of Operations & Production Management, 21(8), 1096-1115. DOI.

1999

Smart PA, Maull RS, Childe SJ (1999). A reference model of 'operate' processes for process-based change. International Journal of Computer Integrated Manufacturing, 12(6), 471-482. Abstract.
Smart PA, Childe SJ, Maull RS (1999). Supporting business process re-engineering in industry: towards a methodology. In Gulladge R, Elzinga J (Eds.) Process Engineering: Advancing the State of the Art, Boston: Kluwer Academic Pub, 283-319.

1998

Maull RS, Childe SJ, Mills JB, Smart PA (1998). The Role of CIM and Robotics in Enterprise Engineering. In Nof SY (Ed) Handbook of industrial robotics, Wiley, 495-508.

1997

Childe SJ, Smart PA, Weaver AM (1997). The use of generic process models for process transformation.  Author URL.

1995

Maull RS, Weaver AM, Childe SJ, Smart PA, Bennett J (1995). Current issues in Business Process Re-engineering in UK manufacturing companies. International Journal of Operations and Production Management
Maull RS, Weaver AM, Childe SJ, Smart PA, Bennett J (1995). Current issues in business process re-engineering.  Author URL. DOI.

Details as at 2017-06-14 20:36:41