Gorst, J., & Cass, S. (2013). Client Relationship Management - A mechanism for more effective Knowledge Transfer? The Journal of Innovation Impact, 5 (1), 136-145.

Cullen, J., Tsamenyi, M., Bernon, M., & Gorst, J. (2013). Reverse logistics in the UK retail sector: A case study of the role of management accounting in driving organisational change. Management Accounting Research, 24 (3), 212-227. http://doi.org/10.1016/j.mar.2013.01.002

Gorst, J.K., Wallace, W., & Kanji, G.K. (1999). Customer satisfaction at the Sheffield World Congress, 1998. Total Quality Management, 10 (4-5), 561-568. http://doi.org/10.1080/0954412997532

Gorst, J., Kanji, G., & Wallace, W. (1998). Providing customer satisfaction. Total Quality Management, 9 (4-5), 100-103. http://doi.org/10.1080/0954412988659

Conference papers

Ballantyne, E., Sit, J., & Gorst, J. (2023). Consumers’ Price Sensitivity (CPS) During Times of a Financial-Hardship Event: A Critical Literature Review. In Garcia, M.N., Acuti, D., Sit, J., & Brusset, X. (Eds.) Colloquium on European Research in Retailing 2023, University of Portsmouth, 21 June 2023 - 23 June 2023. https://cerr.sciencesconf.org/data/pages/Book_of_Proceedings_2023.pdf

Mendoza, F., & Gorst, J. (2012). The Alchemy Exchange - Turning Student Consultancy Opportunities into a Good Student Experience. In Howlett, R.J., Gabrys, B., Musial-Gabrys, K., & Roach, J. (Eds.) Fourth International Conference on Innovation through Knowledge Transfer, InnovationKT-2012. Springer

Books

Kanji, G., & Gorst, J. (2005). Customer Satisfaction in Service Industries. (1).

Case studies

Cullen, J., Bernon, M., & Gorst, J. (2011). Reverse Logistics: Halfords Case Study.CIMA Global.

Reports

Bernon, M., Cullen, J., & Gorst, J. (2018). Reverse Logistics Workbook. Reverse Logistics Research Group.

Cullen, J., Gorst, J., & Bernon, M. (2012). Solving problems associated with returned good. (Management). Academy of Social Sciences & Society for the Advancement of Management Studies.

Bernon, M., Cullen, J., & Gorst, J. (2008). Tools to Manage Reverse Logistics. Department for Transport.

Theses / Dissertations

Worth, T.E. (2022). Implications of express deliverybusiness modelling in the last mile industry. (Doctoral thesis). Supervised by Gorst, J., & Shahidan, M. http://doi.org/10.7190/shu-thesis-00438

Saddiq, S. (2017). Visual communication: a methodology for measuring management intention and shopfloor acknowledged meaning. (Doctoral thesis). Supervised by Gorst, J. http://doi.org/10.7190/shu-thesis-00036

Gorst, J.K. (2000). Modelling customer satisafaction in service industries. (Doctoral thesis). Supervised by Wallace, W., & Kanji, G.

Internet Publications

Ballantyne, E., & Gorst, J. (2022). Black Friday: so many online returns end up in landfill – here’s what needs to happen to change that.

Gorst, J., Ballantyne, E., Bernon, M., Meira, J., & Cullen, J. (2020). View from Academia - A Toolkit to manage Reverse Logistics.

Presentations

Gorst, J., & Ballantyne, E. (2023). Reducing the Retail Return Carbon Foot Print. Presented at: Intralogistics, NEC, Birmingham

Gorst, J., Ballantyne, E., Cullen, J., & Bernon, M. (2019). Managing Retail Returns. Presented at: Managing Retail Returns, Luton, UK

Gorst, J. (2019). Retail Returns: An Overview. Presented at: 4th Annual S&OP to Integrated Business Planning, Amsterdam, Netherlands

Gorst, J. (2019). Managing Retail Returns. Presented at: 21st Annual EMEA Supply Chain & Logistics Summit & Expo 2019, Antwerp, Belgium

Gorst, J. (2019). Retail Returns: Some Observations. Presented at: Visit to the Clipper Logistics Returns and Pre-retail Distribution Centre, Northampton, UK

Gorst, J., Ballantyne, E., Cullen, J., & Bernon, M. (2019). Managing Retail Returns. Presented at: Managing Retail Returns, Sheffield, UK

Gorst, J. (2019). Degree Apprenticeships and their Impact on Executive Education. Presented at: Executive Education Symposium, Sheffield, UK

Gorst, J. (2019). Retail Returns – A Research Perspective. Presented at: Logistics Leaders, Sheffield, UK

Gorst, J. (2018). Turn your reverse supply chain into a profit centre. Presented at: Supply Chain and Logistics Summit 2018, Amsterdam, Netherlands

Gorst, J. (2017). Streamlining the Retail Returns Process. Presented at: Supply Chain Management Strategies, Berlin, Germany

Gorst, J. (2017). Omni-channel shopping and the returns process. Presented at: Omni-Channel Conference, London, UK

Gorst, J. (2017). Why Retailers Need to Work Harder on their Returns. Presented at: eDelivery Expo, Birmingham, UK

Gorst, J. (2016). Reverse Logistics.

Gorst, J. (2016). Gain insight to Consumer Choices.

Gorst, J. (2016). Reverse Logistics: The sustainable way to meet customers' expectations and reduce costs. Presented at: Supply Chain and Logistics Summit, Barcelona, Spain

Gorst, J. (2016). Gain insight to Consumer Choices: Are we bombarding our customer in the hope of enhancing customer experience? Presented at: Customer Returns Management and Logistics, Birmingham, UK

Gorst, J. (2015). Rethinking The Supply Chain for an Omni-Channel Era.

Gorst, J. (2015). Retail Returns.

Gorst, J. (2015). Retail Returns.

Gorst, J. (2015). Retail Returns.

Gorst, J. (2015). Reverse Logistics in the UK. Presented at: Boxit 2015, Manchester

Gorst, J. (2015). Multi-Channel Returns Management.

Gorst, J. (2015). Retail Returns – An Academic Perspective. Presented at: Heads of Industry, London, UK

Gorst, J. (2015). Retail Returns – An Academic Perspective. Presented at: D2N2, East Midlands Airport, UK

Gorst, J. (2015). Rethinking The Supply Chain for an Omni-Channel Era: Investigating the Implications of Omni-Channel and Multi-Channel. Presented at: The 2nd Annual Customer Returns Summit, London, UK

Gorst, J. (2015). Boxit 2015. Presented at: Boxit 2015, Manchester, UK

Gorst, J. (2015). Reverse Logistics company workshop. Presented at: Kuehne+Nagel & CISCO Wrokshop, Netherlands

Gorst, J. (2015). Multi-Channel Returns Management: Turning a logistical challenge into a commercial opportunity. Presented at: E-Delivery Expo, Birmingham, UK

Gorst, J., Cullen, J., & Bernon, M. (2015). Retail Returns: A Research Perspective. Presented at: 3rd Annual Advanced Reverse Logistics Strategies Conference, Prague, Czech Republic

Gorst, J. (2014). Lessons from the past and opportunities for the future.

Gorst, J. (2014). Managing Retail Returns.

Gorst, J. (2014). From research through co-creation of knowledge to impact.

Gorst, J., Cullen, J., & Bernon, M. (2014). Lessons from the past and opportunities for the future. Presented at: Customer Returns Summit 2014, London

Mendoza, F., & Gorst, J. (2013). The Alchemy Exchange - Turning Student Consultancy Opportunities into a Good Student Experience. http://doi.org/10.1007/978-3-642-34219-6_9

Other publications

Ballantyne, E., & Gorst, J. (2023). Gearing up for Black Friday. Chartered Institute of Logistics and Transport

Gorst, J. (2017). Supply Chain Excellence Awards 2017. London: Akabo Media

Cullen, J., Bernon, M., & Gorst, J. (2010). Reverse Logistics. CIMA Research Executive Series