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Key publications



Ponsignon F, Smart PA, Maull RS (In Press). Service Delivery System Design: Characteristics and Contingencies. International Journal of Operations and Production Management, 3, 324-346.
Smith L, Ng I, Maull RS (In Press). The Three Value Cycles of Equipment-Based Service. Production Planning and Control Full text.
Maull RS, Liang L, Smart PA (2013). Applications of Reference Models for Supply Chain Integration. Production Planning and Control
Maull R, Johnston R, Geraldi J (2012). Service Supply Chains: a Customer Perspective. Journal of Supply Chain Management, 48(4). Full text.
Smith L, Maull RS, Ng I (2011). Servitization and Operations Management: a Service Dominant-Logic Approach. International Journal of Operations and Production Management Full text.
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.

Publications by category


Journal articles

Ponsignon F, Smart PA, Maull RS (In Press). A new perspective on service delivery systems: the transformational context. Production Planning and Control; Journal of Service Research
Ponsignon F, Smart PA, Maull RS (In Press). A new perspective on service delivery systems: the transformational context. International Journal of Operations and Production Management
Maull RS, Maull WM, Holme M (In Press). An Investigation of Demographic Risk Factors in Predicting the Incidence of Dwelling Fires. European Journal of Operational Research
Ponsignon F, Smart PA, Maull RS (In Press). Process design principles in service firms: Universal or context dependent? a literature review and new research directions. Total Quality Management & Business Excellence Full text. DOI.
Ponsignon F, Smart PA, Maull RS (In Press). SERVICE DELIVERY SYSTEM DESIGN: characteristics and contingencies. International Journal of Operations and Production Management, 31(3), 324-349. Full text. DOI.
Ponsignon F, Smart PA, Maull RS (In Press). Service Delivery System Design: Characteristics and Contingencies. International Journal of Operations and Production Management, 3, 324-346.
kumar V, Batista L, Maull R (In Press). The Impact of Operations Performance on Customer Loyalty. Service Industries Journal
Kumar V, batista L, Maull RS (In Press). The Impact of Operations Performance on Customer Loyalty.
Smith L, Ng I, Maull RS (In Press). The Three Value Cycles of Equipment-Based Service. Production Planning and Control Full text.
Maull RS, Liang L, Smart PA (2013). Applications of Reference Models for Supply Chain Integration. Production Planning and Control
Childe SJ, Maull R, Maddern H, Smart A (2013). End-to-end process management: implications for theory and practice. Production Planning & Control Abstract. DOI.
Maull R, Johnston R, Geraldi J (2012). Service Supply Chains: a Customer Perspective. Journal of Supply Chain Management, 48(4). Full text.
Smith L, Maull RS, Ng I (2011). Servitization and Operations Management: a Service Dominant-Logic Approach. International Journal of Operations and Production Management Full text.
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.
Ng ICL, Maull R, Yip N (2009). Outcome-based Contracts as a driver for Systems thinking and Service-Dominant Logic in Service Science: Evidence from the Defence industry. European Management Journal, 27(6), 377-387. Full text.
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. International Journal of Service Industry Management, 19(2), 176-187.
Ng I, Maull RS, Godsiff P (2008). An integrated approach towards revenue management. Journal of Revenue Pricing and Management(7), 185-195. Abstract.
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.
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.
Bales RR, Maull RS, Radnor Z (2004). The Development of Supply Chain Management Within the Aerospace Manufacturing Sector. Supply Chain Management Journal, 9, 250-256.
Bales RR, Maull RS, Radnor Z (2004). The development of supply chain management within the aerospace manufacturing sector. Supply Chain Management-An International Journal, 9(3-4), 250-255. Abstract. DOI.
Smart PA, Maull RS, Radnor Z, Housel TJ (2003). An approach for identifying value in business processes. Journal of Knowledge Management, 7(4), 49-61.
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.
Maull RS, Maull W, Tranfield D (2003). Factors characterising the maturity of BPR programmes. International Journal of Operations & Production Management, 23(6), 596-624. DOI.
Maull RS, Ellis B, Williams T (2002). Demand chain management theory: constraints and development from global aerospace supply webs. Journal of Operations Management, 20(6), 691-706. DOI.
Childe SJ, Maull RS, Nash Z (2001). Factors affecting the implementation of process based change. International Journal of Technology Management, 22(1-3), 55-72. DOI.
Maull RS, Brown P, Cliffe R (2001). Organisational Culture and Quality Improvement. International Journal of Operations & Production Management, 21(3), 302-327. 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
Childe SJ, Maull RS, Bennett J (1994). FRAMEWORKS FOR UNDERSTANDING BUSINESS PROCESS REENGINEERING. International Journal of Operations and Production Management, 14(12), 22-34. Abstract.
Childe SJ, Maull RS, Weaver AM (1993). THE APPLICATION OF HIERARCHICAL CONTROL-SYSTEMS TO REDUCE LEAD TIMES IN ONE-OF-A-KIND PRODUCTION (OKP). IFIP Transactions B-Applications in Technology, 13, 517-524. Abstract.
Tannock, JDT, Maull RS (1988). THE INTEGRATED QUALITY SYSTEM IN CIM. COMPUTER INTEGRATED MANUFACTURING SYSTEMS, 1(4), 228-234.

Chapters

Ng ICL, Maull RS (In Press). Embedding the New Discipline of Service Science. In Demirkan H, Spohrer JC, Krishna V (Eds.) The Science of Service Systems, Springer.
Ng I, Maull RS (In Press). Embedding the new Discipline of Service Science. In  (Ed) Advancement of Services Systems.

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.
Kumar V, Maddern H, Smart PA, Maull RS, Tiwari MK (2006). Analysing the drivers of customer satisfaction using structural equation modelling. 10th Annual conference of the Society of Operations Management. 21st - 23rd Dec 2006.
Smart PA, Maddern H, Maull RS (2006). Business Process Management (BPM): the missing link in the service profit chain. Production Operations Management Society - College of Service Operations. Monterey, California, USA.
Maddern H, Smart PA, Spilsbury C, Maull RS (2005). BPM as an enabler for Six Sigma. European Operations Management Conference. Glasgow, UK.
Maddern H, Maull RS, Smart PA, Spilsbury C (2005). Business Process Management As an Enabler for Six Sigma: Evidence from UK Financial Services. Operations and Global Competiveness.
Maull RS, Smart PA, Karasneh A, Smith D (2004). Process Design in Hospitals: the Role of Simulation Models. 11th International Annual EurOMA conference. INSEAD, Fontainebleau, France. 27th - 29th Jun 2004.
Maddern H, Maull RS, Smart PA (2004). Understanding Business process management: Evidence from UK Financial Services. 11th International Annual EurOMA conference. INSEAD, Fontainebleau, France. 27th - 29th Jun 2004.
Maddern H, Maull RS (2003). Measuring Business Process Management: a case study from UK Financial Services. One World: One View of POM?.
Smart PA, Maull RS, Smith D (2003). Strategies for Integration: the Three lens Model. in One World: One View of POM?.
Bales R, Maull RS, Radnor Z (2003). The Development of Supply Chain Management within the Aerospace Manufacturing Sector. One World: One View of POM?.
Smart PA, Maull RS, Karasneh A, Housel T, Radnor Z (2001). An approach to identify value in business processes. 8th International European Operations Management Association Conference. University of Bath, United Kingdom.
Williams T, Maull RS, Ellis B, Gregory M (2001). Global aerospace competences: strategy and supply chain tiers. 8th International European Operations Management Association Conference. University of Bath, United Kingdom.
Smart PA, Maull RS, Greswell T, Radnor Z (2001). The characterisation and validation of a framework for process based change in SMEs. 1st World Conference on Production and Operations Management. University of Seville, Seville, Spain.
Maull RS, Weaver AM, Childe SJ, Smar PA, Bennett J (1995). Current issues in business process re-engineering. DOI.
Childe SJ, Delapascua G, Hallihan AJ, Maull RS, Pearce PD (1993). PRODUCTIVITY IMPROVEMENTS IN a MAKE TO ORDER COMPANY. 4th International Conference on Productivity and Quality Research. MIAMI, FL. 9th - 12th Feb 1993.
Childe SJ, Maull RS, Weaver AM (1993). THE APPLICATION OF HIERARCHICAL CONTROL-SYSTEMS TO REDUCE LEAD TIMES IN ONE-OF-A-KIND PRODUCTION (OKP). 5TH INTERNATIONAL CONFERENCE ON ADVANCES IN PRODUCTION MANAGEMENT SYSTEMS ( APMS 93 ). ATHENS, GREECE. 28th - 30th Sep 1993.
Maull RS, Childe SJ, Hughes DR (1991). A USER LED METHODOLOGY FOR THE DESIGN AND IMPLEMENTATION OF INTEGRATED PRODUCTION MANAGEMENT-SYSTEMS. 4TH INTERNATIONAL CONF ON COMPUTER APPLICATIONS IN PRODUCTION AND ENGINEERING : INTEGRATION ASPECTS ( CAPE 91 ). BORDEAUX, FRANCE. 10th - 12th Sep 1991.

Publications by year



In Press

Ponsignon F, Smart PA, Maull RS (In Press). A new perspective on service delivery systems: the transformational context. Production Planning and Control; Journal of Service Research
Ponsignon F, Smart PA, Maull RS (In Press). A new perspective on service delivery systems: the transformational context. International Journal of Operations and Production Management
Maull RS, Maull WM, Holme M (In Press). An Investigation of Demographic Risk Factors in Predicting the Incidence of Dwelling Fires. European Journal of Operational Research
Ng ICL, Maull RS (In Press). Embedding the New Discipline of Service Science. In Demirkan H, Spohrer JC, Krishna V (Eds.) The Science of Service Systems, Springer.
Ng I, Maull RS (In Press). Embedding the new Discipline of Service Science. In  (Ed) Advancement of Services Systems.
Ponsignon F, Smart PA, Maull RS (In Press). Process design principles in service firms: Universal or context dependent? a literature review and new research directions. Total Quality Management & Business Excellence Full text. DOI.
Ponsignon F, Smart PA, Maull RS (In Press). SERVICE DELIVERY SYSTEM DESIGN: characteristics and contingencies. International Journal of Operations and Production Management, 31(3), 324-349. Full text. DOI.
Ponsignon F, Smart PA, Maull RS (In Press). Service Delivery System Design: Characteristics and Contingencies. International Journal of Operations and Production Management, 3, 324-346.
kumar V, Batista L, Maull R (In Press). The Impact of Operations Performance on Customer Loyalty. Service Industries Journal
Kumar V, batista L, Maull RS (In Press). The Impact of Operations Performance on Customer Loyalty.
Smith L, Ng I, Maull RS (In Press). The Three Value Cycles of Equipment-Based Service. Production Planning and Control Full text.

2013

Maull RS, Liang L, Smart PA (2013). Applications of Reference Models for Supply Chain Integration. Production Planning and Control
Childe SJ, Maull R, Maddern H, Smart A (2013). End-to-end process management: implications for theory and practice. Production Planning & Control Abstract. DOI.

2012

Maull R, Johnston R, Geraldi J (2012). Service Supply Chains: a Customer Perspective. Journal of Supply Chain Management, 48(4). Full text.

2011

Smith L, Maull RS, Ng I (2011). Servitization and Operations Management: a Service Dominant-Logic Approach. International Journal of Operations and Production Management Full text.

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.
Ng ICL, Maull R, Yip N (2009). Outcome-based Contracts as a driver for Systems thinking and Service-Dominant Logic in Service Science: Evidence from the Defence industry. European Management Journal, 27(6), 377-387. Full text.
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. International Journal of Service Industry Management, 19(2), 176-187.
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.
Ng I, Maull RS, Godsiff P (2008). An integrated approach towards revenue management. Journal of Revenue Pricing and Management(7), 185-195. Abstract.
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.

2006

Kumar V, Maddern H, Smart PA, Maull RS, Tiwari MK (2006). Analysing the drivers of customer satisfaction using structural equation modelling. 10th Annual conference of the Society of Operations Management. 21st - 23rd Dec 2006.
Smart PA, Maddern H, Maull RS (2006). Business Process Management (BPM): the missing link in the service profit chain. Production Operations Management Society - College of Service Operations. Monterey, California, USA.

2005

Maddern H, Smart PA, Spilsbury C, Maull RS (2005). BPM as an enabler for Six Sigma. European Operations Management Conference. Glasgow, UK.
Maddern H, Maull RS, Smart PA, Spilsbury C (2005). Business Process Management As an Enabler for Six Sigma: Evidence from UK Financial Services. Operations and Global Competiveness.

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.
Maull RS, Smart PA, Karasneh A, Smith D (2004). Process Design in Hospitals: the Role of Simulation Models. 11th International Annual EurOMA conference. INSEAD, Fontainebleau, France. 27th - 29th Jun 2004.
Bales RR, Maull RS, Radnor Z (2004). The Development of Supply Chain Management Within the Aerospace Manufacturing Sector. Supply Chain Management Journal, 9, 250-256.
Bales RR, Maull RS, Radnor Z (2004). The development of supply chain management within the aerospace manufacturing sector. Supply Chain Management-An International Journal, 9(3-4), 250-255. Abstract. DOI.
Maddern H, Maull RS, Smart PA (2004). Understanding Business process management: Evidence from UK Financial Services. 11th International Annual EurOMA conference. INSEAD, Fontainebleau, France. 27th - 29th Jun 2004.

2003

Smart PA, Maull RS, Radnor Z, Housel TJ (2003). An approach for identifying value in business processes. Journal of Knowledge Management, 7(4), 49-61.
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.
Maull RS, Maull W, Tranfield D (2003). Factors characterising the maturity of BPR programmes. International Journal of Operations & Production Management, 23(6), 596-624. DOI.
Maddern H, Maull RS (2003). Measuring Business Process Management: a case study from UK Financial Services. One World: One View of POM?.
Smart PA, Maull RS, Smith D (2003). Strategies for Integration: the Three lens Model. in One World: One View of POM?.
Bales R, Maull RS, Radnor Z (2003). The Development of Supply Chain Management within the Aerospace Manufacturing Sector. One World: One View of POM?.

2002

Maull RS, Ellis B, Williams T (2002). Demand chain management theory: constraints and development from global aerospace supply webs. Journal of Operations Management, 20(6), 691-706. DOI.

2001

Smart PA, Maull RS, Karasneh A, Housel T, Radnor Z (2001). An approach to identify value in business processes. 8th International European Operations Management Association Conference. University of Bath, United Kingdom.
Childe SJ, Maull RS, Nash Z (2001). Factors affecting the implementation of process based change. International Journal of Technology Management, 22(1-3), 55-72. DOI.
Williams T, Maull RS, Ellis B, Gregory M (2001). Global aerospace competences: strategy and supply chain tiers. 8th International European Operations Management Association Conference. University of Bath, United Kingdom.
Maull RS, Brown P, Cliffe R (2001). Organisational Culture and Quality Improvement. International Journal of Operations & Production Management, 21(3), 302-327. DOI.
Smart PA, Maull RS, Greswell T, Radnor Z (2001). The characterisation and validation of a framework for process based change in SMEs. 1st World Conference on Production and Operations Management. University of Seville, Seville, Spain.

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.

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, Smar PA, Bennett J (1995). Current issues in business process re-engineering. DOI.

1994

Childe SJ, Maull RS, Bennett J (1994). FRAMEWORKS FOR UNDERSTANDING BUSINESS PROCESS REENGINEERING. International Journal of Operations and Production Management, 14(12), 22-34. Abstract.

1993

Childe SJ, Delapascua G, Hallihan AJ, Maull RS, Pearce PD (1993). PRODUCTIVITY IMPROVEMENTS IN a MAKE TO ORDER COMPANY. 4th International Conference on Productivity and Quality Research. MIAMI, FL. 9th - 12th Feb 1993.
Childe SJ, Maull RS, Weaver AM (1993). THE APPLICATION OF HIERARCHICAL CONTROL-SYSTEMS TO REDUCE LEAD TIMES IN ONE-OF-A-KIND PRODUCTION (OKP). 5TH INTERNATIONAL CONFERENCE ON ADVANCES IN PRODUCTION MANAGEMENT SYSTEMS ( APMS 93 ). ATHENS, GREECE. 28th - 30th Sep 1993.
Childe SJ, Maull RS, Weaver AM (1993). THE APPLICATION OF HIERARCHICAL CONTROL-SYSTEMS TO REDUCE LEAD TIMES IN ONE-OF-A-KIND PRODUCTION (OKP). IFIP Transactions B-Applications in Technology, 13, 517-524. Abstract.

1991

Maull RS, Childe SJ, Hughes DR (1991). A USER LED METHODOLOGY FOR THE DESIGN AND IMPLEMENTATION OF INTEGRATED PRODUCTION MANAGEMENT-SYSTEMS. 4TH INTERNATIONAL CONF ON COMPUTER APPLICATIONS IN PRODUCTION AND ENGINEERING : INTEGRATION ASPECTS ( CAPE 91 ). BORDEAUX, FRANCE. 10th - 12th Sep 1991.

1988

Tannock, JDT, Maull RS (1988). THE INTEGRATED QUALITY SYSTEM IN CIM. COMPUTER INTEGRATED MANUFACTURING SYSTEMS, 1(4), 228-234.

Details as at 2017-04-07 21:26:19