Rhian Silvestro

2.8k total citations · 1 hit paper
22 papers, 2.0k citations indexed

About

Rhian Silvestro is a scholar working on Organizational Behavior and Human Resource Management, Management Information Systems and Marketing. According to data from OpenAlex, Rhian Silvestro has authored 22 papers receiving a total of 2.0k indexed citations (citations by other indexed papers that have themselves been cited), including 13 papers in Organizational Behavior and Human Resource Management, 11 papers in Management Information Systems and 6 papers in Marketing. Recurrent topics in Rhian Silvestro's work include Customer Service Quality and Loyalty (11 papers), Quality and Supply Management (6 papers) and Service and Product Innovation (4 papers). Rhian Silvestro is often cited by papers focused on Customer Service Quality and Loyalty (11 papers), Quality and Supply Management (6 papers) and Service and Product Innovation (4 papers). Rhian Silvestro collaborates with scholars based in United Kingdom. Rhian Silvestro's co-authors include Louise Fitzgerald, T. J. Brignall, Robert J. Johnston, Chris Voss, Robert B. Johnston, Michael Pritchard, Alistair Brandon‐Jones and R. Johnston and has published in prestigious journals such as International Journal of Production Economics, Journal of Advanced Nursing and International Journal of Operations & Production Management.

In The Last Decade

Rhian Silvestro

21 papers receiving 1.7k citations

Hit Papers

Performance Measurement in Service Businesses 1992 2026 2003 2014 1992 100 200 300 400 500
What are hit papers?

Hit papers significantly outperform the citation benchmark for their cohort. A paper qualifies if it has ≥500 total citations, achieves ≥1.5× the top-1% citation threshold for papers in the same subfield and year (this is the minimum needed to enter the top 1%, not the average within it), or reaches the top citation threshold in at least one of its specific research topics.

  1. Performance Measurement in Service Businesses
    1992 562 citations T. J. Brignall, Louise Fitzgerald et al. Medical Entomology and Zoology profile →

Peers — A (Enhanced Table)

Peers by citation overlap · career bar shows stage (early→late) cites · hero ref

Name h Career Trend Papers Cites
Rhian Silvestro United Kingdom 19 942 933 614 546 225 22 2.0k
Juan Carlos Bou Llusar Spain 23 812 0.9× 672 0.7× 1.1k 1.7× 277 0.5× 209 0.9× 60 2.1k
Ana Belén Escrig Tena Spain 23 723 0.8× 770 0.8× 1.0k 1.7× 277 0.5× 193 0.9× 56 2.0k
Lynette Ryals United Kingdom 27 1.3k 1.4× 625 0.7× 809 1.3× 996 1.8× 101 0.4× 56 2.4k
V. Kasturi Rangan United States 22 615 0.7× 438 0.5× 896 1.5× 617 1.1× 165 0.7× 94 2.2k
Larry J. Menor Canada 13 650 0.7× 577 0.6× 812 1.3× 886 1.6× 128 0.6× 19 1.9k
Dae Ryun Chang South Korea 12 405 0.4× 315 0.3× 595 1.0× 558 1.0× 241 1.1× 29 1.4k
Panagiotis Trivellas Greece 28 856 0.9× 401 0.4× 654 1.1× 518 0.9× 94 0.4× 65 2.2k
G.S. Sureshchandar India 14 1.2k 1.3× 550 0.6× 541 0.9× 748 1.4× 77 0.3× 18 1.9k
Sohel Ahmad United States 13 438 0.5× 554 0.6× 640 1.0× 181 0.3× 152 0.7× 21 1.4k
Elena Revilla Spain 23 451 0.5× 871 0.9× 1.6k 2.6× 262 0.5× 217 1.0× 59 2.3k

Countries citing papers authored by Rhian Silvestro

Since Specialization
Citations

This map shows the geographic impact of Rhian Silvestro's research. It shows the number of citations coming from papers published by authors working in each country. You can also color the map by specialization and compare the number of citations received by Rhian Silvestro with the expected number of citations based on a country's size and research output (numbers larger than one mean the country cites Rhian Silvestro more than expected).

Fields of papers citing papers by Rhian Silvestro

Since Specialization
Physical SciencesHealth SciencesLife SciencesSocial Sciences

This network shows the impact of papers produced by Rhian Silvestro. Nodes represent research fields, and links connect fields that are likely to share authors. Colored nodes show fields that tend to cite the papers produced by Rhian Silvestro. The network helps show where Rhian Silvestro may publish in the future.

Co-authorship network of co-authors of Rhian Silvestro

This figure shows the co-authorship network connecting the top 25 collaborators of Rhian Silvestro. A scholar is included among the top collaborators of Rhian Silvestro based on the total number of citations received by their joint publications. Widths of edges represent the number of papers authors have co-authored together. Node borders signify the number of papers an author published with Rhian Silvestro. Rhian Silvestro is excluded from the visualization to improve readability, since they are connected to all nodes in the network.

All Works

20 of 20 papers shown
1.
Silvestro, Rhian, et al.. (2025). A good telling-off! A study of customer reprimand strategies. International Journal of Contemporary Hospitality Management. 38(2). 532–550.
2.
Silvestro, Rhian. (2016). Do you know what really drives your business’s performance?. CERN Document Server (European Organization for Nuclear Research). 57(4). 28–34. 6 indexed citations
3.
Silvestro, Rhian, et al.. (2015). Exploring the “mid office” concept as an enabler of mass customization in services. International Journal of Operations & Production Management. 35(6). 866–894. 36 indexed citations
4.
Silvestro, Rhian, et al.. (2014). Integrating financial and physical supply chains: the role of banks in enabling supply chain integration. International Journal of Operations & Production Management. 34(3). 298–324. 125 indexed citations
5.
Silvestro, Rhian. (2014). Performance topology mapping: understanding the drivers of performance. International Journal of Production Economics. 156. 269–282. 22 indexed citations
6.
Brandon‐Jones, Alistair & Rhian Silvestro. (2010). Measuring internal service quality: comparing the gap‐based and perceptions‐only approaches. International Journal of Operations & Production Management. 30(12). 1291–1318. 50 indexed citations
7.
Silvestro, Rhian, et al.. (2008). Towards a model of Strategic Roster Planning and Control: an empirical study of nurse rostering practices in the UK National Health Service. Health Services Management Research. 21(2). 93–105. 19 indexed citations
8.
Silvestro, Rhian. (2005). Applying gap analysis in the health service to inform the service improvement agenda. International Journal of Quality & Reliability Management. 22(3). 215–233. 52 indexed citations
9.
Silvestro, Rhian, et al.. (2003). New service design in the NHS: an evaluation of the strategic alignment of NHS Direct. International Journal of Operations & Production Management. 23(4). 401–417. 27 indexed citations
10.
Silvestro, Rhian. (2002). Dispelling the modern myth. International Journal of Operations & Production Management. 22(1). 30–49. 99 indexed citations
11.
Silvestro, Rhian, et al.. (2002). Challenging the paradigm of the process enterprise: a case-study analysis of BPR implementation. Omega. 30(3). 215–225. 44 indexed citations
12.
Silvestro, Rhian. (2001). Towards a contingency theory of TQM in services ‐ How implementation varies on the basis of volume and variety. International Journal of Quality & Reliability Management. 18(3). 254–288. 45 indexed citations
13.
Silvestro, Rhian, et al.. (2000). Applying the service profit chain in a retail environment. International Journal of Service Industry Management. 11(3). 244–268. 225 indexed citations
14.
Silvestro, Rhian, et al.. (2000). An evaluation of nurse rostering practices in the National Health Service. Journal of Advanced Nursing. 32(3). 525–535. 42 indexed citations
15.
Silvestro, Rhian. (1999). Positioning services along the volume‐variety diagonal. International Journal of Operations & Production Management. 19(4). 399–421. 81 indexed citations
16.
Silvestro, Rhian. (1997). Measuring the maturity of TQM implementation in services. Logistics Information Management. 10(6). 259–263. 2 indexed citations
17.
Silvestro, Rhian, Louise Fitzgerald, Robert B. Johnston, & Chris Voss. (1992). Towards a Classification of Service Processes. International Journal of Service Industry Management. 3(3). 62–75. 358 indexed citations
18.
Brignall, T. J., Louise Fitzgerald, Robert J. Johnston, & Rhian Silvestro. (1992). Performance Measurement in Service Businesses. Medical Entomology and Zoology. 562 indexed citations breakdown →
19.
Brignall, T. J., Louise Fitzgerald, R. Johnston, & Rhian Silvestro. (1991). Product costing in service organizations. Management Accounting Research. 2(4). 227–248. 59 indexed citations
20.
Silvestro, Rhian, Robert B. Johnston, Louise Fitzgerald, & Chris Voss. (1990). Quality Measurement in Service Industries. International Journal of Service Industry Management. 1(2). 54–66. 60 indexed citations

Rankless uses publication and citation data sourced from OpenAlex, an open and comprehensive bibliographic database. While OpenAlex provides broad and valuable coverage of the global research landscape, it—like all bibliographic datasets—has inherent limitations. These include incomplete records, variations in author disambiguation, differences in journal indexing, and delays in data updates. As a result, some metrics and network relationships displayed in Rankless may not fully capture the entirety of a scholar's output or impact.

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