Ansattprofil

Line Lervik-Olsen

Instituttleder - Institutt for markedsføring

Bilde av Line Lervik-Olsen

Biografi

Line Lervik-Olsen is professor of marketing at BI Norwegian Business School and the head of department for department of marketing. Lervik-Olsen received her Ph.D. degree in marketing in August 2002 from the Norwegian Business School. In partial fulfillment of her degree Lervik-Olsen spent one year as a visiting Ph.D. student at the University of Michigan Business School. Prior to her Ph.D. Lervik-Olsen studied hospitality management at the Norwegian School of Hotel Management, University of Stavanger and Florida International University.

At BI Norwegian Business School Lervik-Olsen teaches classes in service marketing and strategic marketing at various levels.

Lervik-Olsen has been the research leader of the Norwegian Customer Satisfaction Barometer and is currently affiliated with the Center for Service Innovation at the Norwegian School of Economics (NHH) where is the research director for the Norwegian Innovation Index. Lervik-Olsen has published her work in journals such as the Journal of Service Research, the Journal of Economic Psychology, Managing Service Quality, the Journal of Service Theory and Practice and PLOS One.

Lervik-Olsen has published several book chapters as well as a Norwegian textbook on service and innovation, based on her research. Lervik-Olsen's current research interests are within the field of service marketing and strategic marketing with a special focus on service innovation, consumer trends, customer satisfaction and complaint behavior.

Publikasjoner

Kurtmollaiev, Seidali; Andreassen, Tor W. & Lervik-Olsen, Line (2025)

How quality and innovation drive the service experience

, s. 67- 81. Doi: https://doi.org/10.4337/9781035300198.00013

Lervik-Olsen, Line; Fennis, Bob M. & Andreassen, Tor W. (2024)

Compulsive Social Media Use and Disconnection Anxiety: Predictors and Markers of Compulsive and Addictive Social Media Consumption

Lervik-Olsen, Line; Andreassen, Tor W. & Fennis, Bob M. (2023)

When enough is not enough: behavioral and motivational paths to compulsive social media consumption

Doi: https://doi.org/10.1108/EJM-12-2022-0898

Caruelle, Delphine Sylvie Sophie; Lervik-Olsen, Line & Gustafsson, Anders (2023)

The Clock is Ticking—Or Is It? Customer Satisfaction Response to Waiting Shorter vs. Longer than Expected During a Service Encounter

99(2) , s. 247- 264. Doi: https://doi.org/10.1016/j.jretai.2023.03.003 - Fulltekst i vitenarkiv

Customer waits are commonplace in retail settings. To develop efficient wait management strategies, retailers need insights into how customers respond to waiting during service encounters. An intuitive insight supported by extensive research is that a longer wait duration decreases customer satisfaction. However, the same wait duration might have different effects on customers depending on whether it is shorter or longer than what customers expected. To address this question, we draw upon the research on time value and predict asymmetry in the customer satisfaction response to waiting shorter versus longer than expected: Though the clock is often said to be ticking, waiting longer than expected leads to a minor decrease in satisfaction, whereas waiting shorter than expected substantially increases satisfaction. We provide evidence for this asymmetric effect across three studies and identify two boundary conditions: if the source of the expectation is external (e.g., wait time estimate provided by the retailer) or if the wait is much longer than expected. Overall, our research encourages retailers to put the customer response to waiting into perspective: Customers will tolerate waiting longer than expected, up to a certain point.

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (2023)

The Norwegian Innovation Index: Methodological Foundations

Caruelle, Delphine Sylvie Sophie; Shams, Poja, Gustafsson, Anders & Lervik-Olsen, Line (2023)

Emotional arousal in customer experience: A dynamic view

170 Doi: https://doi.org/10.1016/j.jbusres.2023.114344 - Fulltekst i vitenarkiv

Customer emotion in services has been extensively studied, but prior research has overlooked the dynamics of emotion over time. Our research addresses this gap by studying how emotional arousal varies throughout a service encounter. Drawing from the psychology literature, we identify certain features (or patterns) that characterize how arousal varies throughout a service encounter and predict how they may affect customer approach response (e.g., spending, unplanned purchases). We explore the effect of these features in field studies in two stores using a psychophysiological measure (electrodermal activity) to capture arousal over time. We find that (1) the highest arousal level reached during the encounter and (2) the skewness of the distribution of arousal levels (i.e., the frequency of lower arousal levels relative to higher ones) predict customer approach response. This paper opens new avenues for understanding customers from an emotional perspective, which can improve the customer experience in service encounters.

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (2022)

Honey or Condensed Milk? Improving Relative Brand Attractiveness through Commercial and Social Innovations

Doi: https://doi.org/10.4324/9781003035749-16

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (2022)

Competing through innovation: Let the customer judge!

153, s. 87- 101. Doi: https://doi.org/10.1016/j.jbusres.2022.08.002 - Fulltekst i vitenarkiv

Although customers are the final judges of innovations, their opinions on firms’ innovations are rarely listened to. In this article, we developed a novel model for examining the antecedents and consequences of perceived firm innovativeness. We argue that when customers cognitively register changes in the value creation introduced by a firm, they perceive the firm as more innovative and, consequently, more attractive than its competitors. Using two waves of data from nationally representative samples (1,293 and 1,583 responses), we developed measures for examining changes in value creation that firms introduce and customers can perceive. We tested our theory by applying structural equation modeling to data from a nationally representative sample (5,812 responses). We found that firms that introduced changes affecting value proposition, value actualization, and interaction space were perceived as more innovative and more attractive than their competitors. Surprisingly, changes in relationship experience are negatively associated with perceived innovativeness and contribute to lower relative attractiveness in the market. One explanation is that firms introduce relationship innovations to safeguard future cash flows, which customers do not necessarily see as innovative.

Caruelle, Delphine Sylvie Sophie; Shams, Poja, Gustafsson, Anders & Lervik-Olsen, Line (2022)

Affective Computing in Marketing: Practical Implications and Research Opportunities Afforded by Emotionally Intelligent Machines

33(33) , s. 163- 169. Doi: https://doi.org/10.1007/s11002-021-09609-0 - Fulltekst i vitenarkiv

After years of using AI to perform cognitive tasks, marketing practitioners can now use it to perform tasks that require emotional intelligence. This advancement is made possible by the rise of afective computing, which develops AI and machines capable of detecting and responding to human emotions. From market research, to customer service, to product innovation, the practice of marketing will likely be transformed by the rise of afective computing, as preliminary evidence from the feld suggests. In this Idea Corner, we discuss this transformation and identify the research opportunities that it ofers

Riel, Allard C. R. van; Andreassen, Tor W., Lervik-Olsen, Line, Zhang, Lu, Mithas, Sunil & Heinonen, Kristina (2021)

A customer-centric five actor model for sustainability and service innovation

136, s. 389- 401. Doi: https://doi.org/10.1016/j.jbusres.2021.07.035 - Fulltekst i vitenarkiv

Service industries are increasingly unsustainable. Considering consumers as change agents, we show how service innovation may contribute to a service ecosystem that helps achieve emerging sustainability goals. To achieve sustainability the dyadic focus on value-co-creation is complemented with a broader stakeholder perspective, abandoning the shareholder-first-doctrine toward a collaborative stakeholder perspective, emphasizing profit, planet, and people. We propose a five-actor model and argue that one stakeholder - the consumer - is a central driver of sustainability. Consumers’ sustainability-focused behaviors drive the market for sustainable products and services, leading to sustainable firm and investor behavior. Beyond a conceptual model, our empirical study shows that innovations in social and environmental dimensions drive customer loyalty to the brands. Consumers aware of the consequences and risks associated with unsustainable consumption tend to consume more responsibly. Service firms integrating a stakeholder perspective into the design of their service systems perform better on the triple bottom line.

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (2021)

Hvordan balansere mellom digitale og sosiale innovasjoner

(06) , s. 107- 116. - Fulltekst i vitenarkiv

Ledere som ønsker at deres bedrift skal være relevant og attraktiv, må bedre balansere forholdet mellom to innovasjonsstrategier: digitalisering av kundefronten og innovasjoner forankret i samfunnsansvar. Sistnevnte kaller vi sosiale innovasjoner. For ledere fortoner dette seg som et valg mellom å sette søkelys på innovasjoner som er til bedriftens beste, gjennom å digitalisere kundeløsninger, eller å gi oppmerksomhet til innovasjoner som er sosiale, miljø- og samfunnsnyttige. Sagt på en annen måte: Hvilke innovasjoner bidrar mest til å øke kundelojaliteten og dermed kundebasens økonomiske verdi? I denne artikkelen belyser vi problemstillingen med utgangspunkt i virksomhetenes viktigste interessentgruppe – kundene. Vi har intervjuet mer enn 10 000 kunder av norske bedrifter. Tallenes tale er klar: Sosiale innovasjoner er tre ganger så viktige som digitale i sin samvariasjon med opplevd innovasjonsevne, relativ attraktivitet og kundelojalitet. Samtidig viser resultatene at digitalisering kan være en svært viktig forutsetning for å lykkes med sosiale innovasjoner. En bedrift som vil oppnå vekst i omsetning og lojale kunder, bør derfor ikke stoppe ved digitalisering av kundeopplevelsen, men bruke de mulighetene digitalisering gir til å skape sosiale innovasjoner som bidrar gir positive bidrag til miljø og samfunn. I artikkelen belyser vi også ulike innovasjonsorienteringer som vi finner blant bedrifter og virksomheter, om de er digitalt eller sosialt forankret. Til slutt diskuterer vi hvilke ledelsesmessige implikasjoner de ulike orienteringene gir.

Caruelle, Delphine; Gustafsson, Anders, Shams, Poja & Lervik-Olsen, Line (2019)

The use of electrodermal activity (EDA) measurement to understand consumer emotions – A literature review and a call for action

104(November (11)) , s. 146- 160. Doi: https://doi.org/10.1016/j.jbusres.2019.06.041 - Fulltekst i vitenarkiv

Electrodermal activity (EDA) is a psychophysiological indicator of emotional arousal. EDA measurement was first employed in consumer research in 1979 but has been scarcely used since. In the past decade, the ease of access to EDA recording equipment made EDA measurement more frequent in studies of consumer emotions. Additionally, recent calls to include physiological data in consumer studies have been voiced, which in turn is increasing the interest in EDA. Such a growing interest calls for assessing why and how EDA measurement has been used and should be used in consumer research. To this end, we undertook a critical review of studies of consumer emotions that employed EDA measurement. We found that most of these studies did not sufficiently report how they recorded and analyzed EDA data, which in turn impeded the replication of the findings. We therefore make recommendations derived from the psychophysiology literature to help consumer researchers get meaningful insights from EDA measurements. Finally, we call on researchers to be more transparent when reporting how they recorded and analyzed EDA data.

Lervik-Olsen, Line (2019)

Adopsjon av sosiale medier i kjøpsprosessen

22(4) , s. 33- 41. - Fulltekst i vitenarkiv

Bedrifter ønsker i større grad å benytte sosiale medier i reklame og markedsføringsøyemed. Kundene er betenkte, og stadig flere velger å reservere seg mot reklame i sosiale medier. Et betimelig spørsmål er derfor hva som må til for at kunder skal adoptere sosiale medier. I denne artikkelen studerer vi hvordan teknologisk tilrettelegging og sosial innflytelse fra familie og venner påvirker vår motivasjon til å adoptere sosiale medier. Resultatene viser at både teknologisk tilrettelegging og sosial innflytelse motiverer oss til å bruke sosiale medeier, men gjør det på ulikt vis.

Ronæs, Nina Helene & Lervik-Olsen, Line (2018)

Logg av mobilen for å logge på livet

32(1) , s. 20- 40. Doi: https://doi.org/10.18261/issn.1504-3134-2018-01-02 - Fulltekst i vitenarkiv

Feilbruk av internett kan føre til økt stress, redusert velvære og at vi logger av i økende grad. Dette får store konsekvenser for norske bedrifter. Hva skal de gjøre nå? Vise ansvar og oppfordre til å logge av? Etablere fysiske butikker i stedet? Eller legge til rette for mer hensiktsmessig og meningsfylt bruk? Spørsmålene er mange og ubesvarte. I denne artikkelen ser vi derfor på hva som får oss til å logge av internett, hvilke konsekvenser dette har for oss selv som individer, og ikke minst hvilke konsekvenser dette kan ha for bedriftene som vil beholde kundene sine – også på nett.

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (2018)

Innovasjon: Det du gjør, er ikke det de ser

21(7) , s. 21- 28. - Fulltekst i vitenarkiv

Norske bedrifter er opptatt av innovasjon. Motivasjonen er mangslungen. Noen innoverer for å kutte kostnader i produksjon og administrasjon eller for å bli mer bærekraftige. Andre ønsker å innovere i bedriftens eksisterende tilbud for å heve kvaliteten på leverte varer og tjenester eller for å redusere variasjonen i kvaliteten. Atter andre innoverer i organisasjonskultur for å bli mer kundesentriske. Felles for de fleste bedrifter er at kundene ikke blir spurt om bedriftens innovasjonsaktiviteter, og at kundenes syn på kvalitet blir tillagt begrenset betydning. Dette er typisk ved for eksempel klagehåndtering. I denne artikkelen benytter vi data fra Norsk Innovasjonsindeks utviklet ved Center for Service Innovation (CSI) på Norges Handelshøyskole. Vi hører fra markedsdirektører i utvalgte bransjer og bedrifter som forteller om hvilke innovasjoner som har funnet sted, og fra kunder som forteller om hva de opplever at bedriftene har gjort av endringer. Avstanden mellom hva bedriftene gjør, og hva kundene opplever at de faktisk gjør, gir ny innsikt som ledere kan bruke i sitt innovasjonsarbeid. Vi finner at i motsetning til stereotypiske oppfatninger om kunders manglende evne til å vurdere bedriftens innovasjonsarbeid, legger kundene godt merke til endringer. Innovasjonene oppfattes imidlertid ikke som enkeltstående tiltak, men som et resultat av den totale kundeopplevelsen. Ikke overraskende er det ofte forskjeller mellom bedriftens og kundenes vurdering av type endringer og omfanget på endringene. I noen tilfeller fører disse forskjellene, og bedriftens manglende kundeforståelse, til sterke emosjonelle kundereaksjoner, noe som igjen kan ha store konsekvenser for bedriftens omdømme og økonomi.

Andreassen, Tor W.; Lervik-Olsen, Line, Snyder, Hannah, Allard, Van Riel, Sweeney, Jill & Yves, Van Vaerenbergh (2018)

Business model innovation and value-creation: the triadic way

29(5) Doi: https://doi.org/10.1108/JOSM-05-2018-0125 - Fulltekst i vitenarkiv

Purpose Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to identify and describe relevant archetypes of open service innovation. The study views an archetype as an organizing template that includes the competence of participants, organizing co-creation among participants and ties between participants. In particular, the study’s interest lies in how open service innovation archetypes are used for incremental and radical service innovation. Design/methodology/approach For the research, a nested case study was performed, in which an industrial firm with nine open service innovation groups was identified. Forty-five interviews were conducted with participants. For each case, first a within-case analysis was performed, and how to perform open service innovation in practice was described. Then, a cross-case analysis identifying similarities and differences between the open service innovation groups was performed. On the basis of the cross-case analysis, three archetypes for open service innovation were identified. Findings The nested case study identified three archetypes for open service innovation: internal group development, satellite team development and rocket team development. This study shows that different archetypes are used for incremental and radical service innovation and that a firm can have multiple open service innovation groups using different archetypes. Practical implications This study provides suggestions on how firms can organize for open service innovation. The identified archetypes can guide managers to set up, develop or be part of open service innovation groups. Originality/value This paper uses open service innovation as a mid-range theory to extend existing research on new service development in networks or service ecosystems. In particular, it shows how open service innovation can be organized to develop both incremental and radical service innovations.

Gustafsson, Anders & Lervik-Olsen, Line (2018)

The Past, Present and Futrure of Service Marketing: From Understanding Quality to Understanding Customers

, s. 251- 266. Doi: https://doi.org/10.18261/9788215031583-2018-16

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2017)

Innovation economics

, s. 383- 399.

Andreassen, Tor W.; Oest, Rutger Daniel van & Lervik-Olsen, Line (2017)

Customer Inconvenience and Price Compensation: A Multiperiod Approach to Labor-Automation Trade-Offs in Services

21(2) , s. 173- 183. Doi: https://doi.org/10.1177/1094670517738370

McColl-Kennedy, Janet, R.; Danaher, Tracey, S., Gallan, Andrew, Orsingher, Chiara, Lervik-Olsen, Line & Verma, Rohit (2017)

How do you feel today? Managing patient emotions during health care experiences to enhance well-being

79, s. 247- 259. Doi: https://doi.org/10.1016/j.jbusres.2017.03.022

Varlid, Vebjørn; Moen, Kristine & Lervik-Olsen, Line (2017)

Bruk kompetansen din når du tar samfunnsansvar

(7) , s. 31- 42.

Lervik-Olsen, Line; Kurtmollaiev, Seidali & Andreassen, Tor W. (2016)

Innovasjonsevne i norske bedrifter : norsk innovasjonsindeks

19(7) , s. 24- 32. - Fulltekst i vitenarkiv

I en BCG-undersøkelse fra 2015 fremkom det at omtrent 80 prosent av de intervjuede topplederne hadde definert innovasjon som en del av virksomhetens viktigste område, og hele 57 prosent hadde definert det som en av de tre viktigste tingene (Ringel et al. 2015). Når man samtidig vet at de fleste innovasjoner feiler i markedet (Gourville 2006), blir behovet for nye og bedre måter å allokere investeringer til viktige områder på samt bedre måter å måle effekten av innovasjoner på, åpenbart kritisk. Eksisterende mål som er utelukkende basert på bedrifters selvrapportering, patentsøknader eller makroøkonomiske indikatorer, er ikke tilstrekkelige. Her tar vi utgangspunkt i Schumpeters (1934) klassiske tolkning av innovasjon, som er en ny idé som er kommersialisert. Med det avviser vi å sette likhetstegn mellom FoU-forsøk og innovasjoner og mellom oppfinnelser og innovasjoner. For å være en innovasjon bør en ny idé være på markedet og bli sett av markedet, det vil si en ny idé må føre til en merkbar endring i en kundeopplevelse (Andreassen & Lervik-Olsen 2016). Grunnleggende i vår tenkning er at virksomheter, ikke nasjoner, er innovative, og at kunder, ikke ledere eller eksperter, er best skikket til å vurdere virksomheters innovasjonsevne. I denne artikkelen skal vi gjøre rede for en systematisk tilnærming til måling av innovasjonsevne, slik kunder av definerte virksomheter i viktige bransjer opplever det. Vi viser også hvilke strategiske implikasjoner dette kan få for virksomheter.

Ronæs, Nina Helene; Lorentzen, Bengt Gunnar, Silseth, Pål Rasmus & Lervik-Olsen, Line (2016)

Klagehåndtering i norske bedrifter : noen observasjoner og forslag til tiltak

19(8) , s. 60- 67.

Andreassen, Tor W.; Kristensson, Per, Lervik-Olsen, Line, Parasuraman, A., McColl-Kennedy, Janet, Edvardsson, Bo Åke & Colurcio, Maria (2016)

Linking service design to value creation and service research

27(1) , s. 21- 29. Doi: https://doi.org/10.1108/JOSM-04-2015-0123

Lervik-Olsen, Line; Andreassen, Tor W. & Streukens, Sandra (2016)

What drives the Intention to Complain?

26(4) , s. 406- 429. Doi: https://doi.org/10.1108/JSTP-09-2014-0209

Witell, Lars; anderson, laurel, brodie, roderick, Colurcio, Maria, Edvardson, Bo, Kristensson, Per, Lervik-Olsen, Line, Sebastiani, Roberta & Andreassen, Tor W. (2015)

Exploring dualities of service innovation: Implications for service research

29(6/7) , s. 436- 441. Doi: https://doi.org/10.1108/JSM-01-2015-0051

Fennis, Bob M.; Andreassen, Tor W. & Lervik-Olsen, Line (2015)

Behavioral disinhibition can foster intentions to healthy lifestyle change by overcoming commitment to past behavior

10:0142489(11) Doi: https://doi.org/10.1371/journal.pone.0142489 - Fulltekst i vitenarkiv

To curb the trend towards obesity and unhealthy living, people may need to change their entire lifestyle to a healthier alternative, something that is frequently perceived to be problematic. The present research, using a large, representative community sample, hypothesized and found that a key factor responsible for why people do not intend to change lifestyles is a sense of commitment to past behavior. However we also found that the contribution of commitment was attenuated for individuals with a stronger tendency for behavioral disinhibition thus underscoring the “bright side” of this individual difference characteristic that traditionally has been mainly associated with impulsive and indulging behavior. Overall, the present findings add to our understanding of factors inhibiting and promoting healthy behavior change.

Andreassen, Tor W.; Lervik-Olsen, Line & Calabretta, Giulia (2015)

Trendspotting and service innovation

25(1) , s. 10- 30. Doi: https://doi.org/10.1108/JSTP-09-2013-0178

Purpose – Improving the commercial success rate of innovations requires alternative approaches based on social science methodologies for identifying subtle, emerging changes in consumer needs and behaviors. The purpose of this paper is to address this call by proposing trend spotting to guide innovation researchers and service managers towards innovations that are more in accordance with emerging consumer needs. Design/methodology/approach – The authors develop, describe, and employ a methodology for trend spotting to derive eight consumer trends that will have a strong influence on their choices. To provide further insights into these trends, the authors label and describe three customer segments as a function of life-cycle. The goal is to provide a framework for identifying innovations that are of higher value consumers. Findings – The authors identified eight consumer trends, i.e. Always on the go, Always logged-in, Quality information faster, Nowism, Look at me now, Privacy, Sustainable living, and return on time (RoT), present across the three life-stage segments, i.e. Young free and single, Chaos in my life, and Got my life back. Practical implications – For illustration purpose, the authors elaborate on the trend RoT and employ their findings and framework to illustrate how the airline industry may derive ideas for valuable innovations. Originality/value – To the best of the authors’ knowledge, this is the first time trend spotting has been employed in the field of service marketing and service innovations.

Lervik-Olsen, Line; Gustafsson, Anders, Silseth, Pål Rasmus & Lorentzen, Bengt Gunnar (2015)

Bør vi involvere kundene?

18(4) , s. 52- 60.

Brøto, Astri Åmellem & Lervik-Olsen, Line (2015)

Urettferdig klagehåndtering : mine erfaringer, din respons

18(4) , s. 61- 71.

Lervik-Olsen, Line & Andreassen, Tor W. (2014)

Social Media Usage and Adoption: Are People Ready?

, s. 161- 180. Doi: https://doi.org/10.4018/978-1-4666-5194-4.ch007

Lervik-Olsen, Line; Witell, Lars & Gustafsson, Anders (2014)

Turning customer satisfaction measurements into action

25(4) , s. 556- 571. Doi: https://doi.org/10.1108/JOSM-01-2014-0025 - Fulltekst i vitenarkiv

Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand the process and, as a consequence, the phases of customer orientation; to investigate the relationships between the different phases of customer orientation and customer satisfaction; and to examine activities in the different phases of customer orientation that result in higher customer satisfaction. Design/methodology/approach – This study, combining quantitative and qualitative research, is based on a cross-sectional survey of 320 service firms and a multiple case study of 20 organisational units at a large service firm in the European telecom industry. Findings – The results show that customer orientation consists of a process that includes three phases: strategy, measurement and analysis and implementation. Contrary to previous research, implementation has the strongest influence on customer satisfaction. In turn, customer satisfaction influences financial results. In-depth interviews with managers provided insights into the specific activities that are key for turning customer-satisfaction measurements into action. Originality/value – This research contributes to the literature on customer orientation by developing and empirically testing a model that attempts to explain what constitutes customer orientation and, in turn, influences customer satisfaction and financial results. Given the large amount of research on customer satisfaction, studies on how service firms collect and use customer-satisfaction data in practice are scarce.

Dorotic, Matilda & Olsen, Line Lervik (2013)

Fire bonusfeller

Dorotic, Matilda & Olsen, Line Lervik (2013)

Hvordan kan bedrifter gjøre best nytte av kundelojalitetsprogrammer? :

16(4) , s. 50- 59.

Dorotic, Matilda & Olsen, Line Lervik (2013)

Bonus som gir økt business

Olsen, Line Lervik; Andreassen, Tor Wallin & Gustafsson, Anders (2012)

Når kunden klager....

1, s. 8- 9.

Andreassen, Tor Wallin; Olsen, Line Lervik & Calabretta, Giulia (2012)

Langere og helbredere på nett

2, s. 20- 21.

Olsen, Line Lervik & Andreassen, Tor Wallin (2012)

Redd for å gå glipp av noe?

2, s. 14- 15.

Andreassen, Tor Wallin; Calabretta, Giulia & Olsen, Line Lervik (2012)

Trendspotting:nøkkelen til innovasjonssuksess

15(3) , s. 42- 50.

Andreassen, Tor Wallin & Olsen, Line Lervik (2012)

Customer service : does it matter?

, s. 25- 41. Doi: https://doi.org/10.1007/978-1-4614-1554-1_3

Andreassen, Tor Wallin & Olsen, Line Lervik (2012)

Hva er verdien av Facebook?

(1)

Olsen, Line Lervik & Andreassen, Tor Wallin (2011)

Hvilken Type er du i sosisale medier?

2, s. 22- 23.

Olsen, Line Lervik; Andreassen, Tor Wallin & Calabretta, Giulia (2011)

7 Hot trends for innovation

1, s. 4- 5.

Streukens, Sandra; Andreassen, Tor Wallin & Olsen, Line Lervik (2011)

Understanding effective complaint management in a greater detail: justice as a formative construct in a dual-sequence model

, s. 212- 214.

Olsen, Line Lervik & Andreassen, Tor Wallin (2011)

Social media readiness: are customers ready?

, s. 785- 793.

Andreassen, Tor Wallin & Olsen, Line Lervik (2011)

Convenience in customer satisfaction models: does it matter?

, s. 294- 302.

Olsen, Line Lervik (2011)

Ingen smilefjes til fjesboka

(4)

Olsen, Line Lervik (2011)

Tommelen ned for Facebook

1, s. 9- 9.

Olsen, Line Lervik & Andreassen, Tor Wallin (2011)

Sosiale medier: mye brukt, men lite likt

14(4) , s. 26- 32.

Olsen, Line Lervik & Andreassen, Tor Wallin (2011)

Skal, skal ikke klage?

2, s. 6- 7.

Olsen, Line Lervik & Singh, Sangeeta (2010)

Teknologi eller personlig service; hvordan påvirkes kundenes lojalitet

13(1) , s. 33- 42.

Andreassen, Tor W.; Olsen, Line Lervik & Calabretta, Giulia (2010)

Elektroniske offentlige tjenester : en studie av folks holdninger til og erfaringer med teknologi

13(6) , s. 42- 49.

Olsen, Line Lervik & Johnson, M.D. (2009)

Service Equity, Satisfaction and Loyalty: From Transaction-Specific to Cumulative Evaluations

19(1) , s. 4- 30.

Johnson, Michael D.; Olsen, Line Lervik & Andreassen, Tor W. (2009)

Joy and disappointment in the hotel experience: managing relationship segments

19(1) , s. 4- 30. Doi: https://doi.org/10.1108/09604520910926782

Singh, Sangeeta & Olsen, Line Lervik (2009)

Sense or Sensibility? How Commitment Mediates the Role of Self-Service Technology on Loyalty

, s. 213- 229.

Gjerde, Karin; Midbøe, Christine Helgeland & Olsen, Line Lervik (2008)

Påvirkes kunder av at bedrifter tar samfunnsansvar?

11(3) , s. 104- 112.

Andreassen, Tor W. & Olsen, Line Lervik (2008)

The Impact of Customer's Perception of Varying Degrees of Customer Service on Commitment and Perceived Relative Attractiveness

18(4) , s. 309- 328.

Samuelsen, Bendik M.; Olsen, Line Lervik, Silseth, Pål Rasmus & Lorentzen, Bengt G. (2007)

Dynamiske perspektiv på kunderelasjoner

10(2) , s. 25- 44.

Johnson, M.D.; Gustafsson, A., Andreassen, Tor W., Lervik, L. & Chae, J. (2001)

The evolution and future of national customer satisfaction index models

22

Andreassen, Tor Wallin & Olsen, Line Lervik (1999)

Perceived Relative Attractiveness Today and Tomorrow As Predictors of Future Repurchase Intention

2(2) , s. 164- 172.

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2025)

Regjeringen tenker feil om økonomisk vekst

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2025)

Dagligvarebransjen bommer på målgruppene

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2024)

Hvorfor redusert rente ikke bør være førsteprioritet for regjeringen

[Kronikk]

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (2024)

En bærekraftig framtid er digital

[Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2024)

Hvorfor dagligvarebransjen henger etter i innovasjonsløpet

[Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2024)

Vestres vekststrategi kan føre til tapte muligheter

[Kronikk]

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (2023)

Selv når pengene er knappe, må bedrifter tenke nytt

[Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2023)

SAS sloss med ryggen mot veggen

[Kronikk]

Lervik-Olsen, Line; Kurtmollaiev, Seidali & Andreassen, Tor W. (2023)

Vi må bevare de mest attraktive selskapene

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2022)

Innovasjoner: Bedre snakket enn gjort

[Kronikk]

Kurtmollaiev, Seidali; Andreassen, Tor W. & Lervik-Olsen, Line (2022)

Digitalisering eller bærekraft?

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2021)

Lite innovative banker blir utfordret

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2021)

SAS og Norwegians kappløp mot bunnen

[Kronikk]

Lervik-Olsen, Line; Silseth, Pål Rasmus & Lorentzen, Bengt Gunnar (2021)

The rise and fall of Hurtigruten

[Kronikk]

Kurtmollaiev, Seidali; Andreassen, Tor W. & Lervik-Olsen, Line (2021)

Bli en del av kundens liv

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2021)

Bærekraftfokuset øker, men bedriftene svikter – ifølge kundene!

[Kronikk]

Lervik-Olsen, Line & Gustafsson, Anders (2021)

Digital markedsføring før og etter covid-19

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2020)

Kundene belønner bedrifter som tar miljø- og samfunnsansvar

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2020)

Vi trenger ikke billigere brød, men bedre butikker

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2020)

Feilslutning om dagligvarebransjen

[Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2020)

Er de store tek-selskapene til glede for samfunnet?

[Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2020)

Amazon til Sverige - Enemy at the Gates?

[Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2020)

Selskaper som Facebook og Twitter må reguleres

[Kronikk]

Lervik-Olsen, Line (2019)

Fattigstudent.no

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2019)

Hvorfor bytter ikke nordmenn til en vesentlig bedre bank?

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2019)

Varehandelen: Et kappløp mot bunnen

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2019)

Tre råd for økt innovasjonskraft

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2019)

Bør vi selge oss ut av Apple?

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2018)

Are service firms innovative and how can we tell?

[Kronikk]

Elvegård, Roy; Lervik-Olsen, Line & Olsen, Lars Erling (2018)

BI-studenter lærer om CRM

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2018)

Hvem har skylden for butikkdøden?

[Kronikk]

Kurtmollaiev, Seidali; Andreassen, Tor W. & Lervik-Olsen, Line (2018)

Apple bør åpne opp for andre aktører

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2018)

Hvis ikke kunden kan dømme hva som er god innovasjon, hvem kan det da?

[Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2018)

Innovasjonsevne: En ekspert kom til byen

[Kronikk]

Lervik-Olsen, Line (2018)

Valarie Zeithaml receives Honorary Doctorate from BI Norwegian Business School

[Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2018)

SAS vs Norwegian

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2018)

Stille før stormen i bankene

[Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2018)

Markedet må fungere

[Kronikk]

Andreassen, Tor Wallin; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2017)

Firms’ investments in customer relationships reduce perceived innovativeness!

[Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2017)

All innovations are not created equal: Don’t leave the customer out of the equation

[Kronikk]

Andreassen, Tor Wallin; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2017)

Kundene opplever Norwegian som det minst attraktive flyselskapet i Norge

[Kronikk]

Andreassen, Tor Wallin; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2017)

Rett analyse - dårlig implementering

[Kronikk]

Andreassen, Tor Wallin; Lervik-Olsen, Line & Kurtmollaiev, Seidali (2017)

Tre råd til REMA 1000

[Kronikk]

Andreassen, Tor Wallin; Lervik-Olsen, Line, Jakubanecs, Alexander & Thorbjørnsen, Helge (2017)

Time-perception, Innovation, and Adoption

[Kronikk]

Lervik-Olsen, Line (2017)

Møt professor Line Lervik-Olsen

[Kronikk]

Lervik-Olsen, Line (2017)

Titter du på mobiltelefonen hele tiden? Da kan det være lurt å følge disse rådene

[Kronikk]

Lervik-Olsen, Line (2017)

Titter du på mobiltelefonen hele tiden? Da kan det være lurt å følge disse rådene

[Kronikk]

Andreassen, Tor Wallin; Kurtmollaiev, Seidali & Lervik-Olsen, Line (2017)

Effekten av innovasjon Norge

[Kronikk]

Lervik-Olsen, Line (2016)

Får helt mark av mobilen

[Kronikk]

Lervik-Olsen, Line (2016)

Stadig mer populært å gi bort opplevelser

[Kronikk]

Lervik-Olsen, Line (2015)

Økolandsby på Hadeland

[Kronikk]

Lervik-Olsen, Line (2014)

Skap lojale kunder fremfor å jage etter nye

[Kronikk]

Lervik-Olsen, Line (2014)

Lurer vi leserne?

[Kronikk]

Olsen, Line Lervik & Andreassen, Tor Wallin (2013)

Trender og Internettvaner

[Kronikk]

Olsen, Line Lervik (2013)

Mange foreldre bestiller bankkort til barna

[Kronikk]

Olsen, Line Lervik (2013)

Hvordan vil trender påvirke TVseere

[Kronikk]

Olsen, Line Lervik (2013)

Apple trenger et nytt produkt (http://www.nrk.no/vitenskap-og-teknologi/1.10895870)

[Kronikk]

Olsen, Line Lervik & Andreassen, Tor Wallin (2013)

Eight trends that will govern us

[Kronikk]

Olsen, Line Lervik (2013)

Tid for hyttekupp i høstferien

[Kronikk]

Olsen, Line Lervik (2013)

3 av 10 klager

[Kronikk]

Olsen, Line Lervik (2013)

Tema "Kunder og klageatferd" på Kveldsåpent, NRKP1

[Kronikk]

Olsen, Line Lervik (2013)

«Alle» vil jobbe i SAS - og nesten ingen har sluttet siden krisen

[Kronikk]

Olsen, Line Lervik (2013)

Dårligere klagebehandling

[Kronikk]

Andreassen, Tor Wallin & Olsen, Line Lervik (2013)

Økt markedsorientering gir mer innovasjon

[Kronikk]

Olsen, Line Lervik (2013)

Amazon vil se deg i øynene

[Kronikk]

Olsen, Line Lervik & Andreassen, Tor Wallin (2013)

Jakter på det gode liv

[Kronikk]

Olsen, Line Lervik (2013)

4000 For en overnatting er personlig rekord

[Kronikk]

Andreassen, Tor Wallin & Olsen, Line Lervik (2012)

Slik blir 2013 - VG Helg

[Kronikk]

Olsen, Line Lervik (2012)

SAS må regne med stor misnøye fremover

[Kronikk]

Olsen, Line Lervik (2012)

Ettermiddagen på TV2

[Kronikk]

Olsen, Line Lervik (2012)

Har du FOMO? Sjekk her

[Kronikk]

Olsen, Line Lervik (2012)

God Morgen Norge, TV2

[Kronikk]

Kurtmollaiev, Seidali; Andreassen, Tor Wallin & Lervik-Olsen, Line (2025)

How quality and innovation drive the service experience

Kurtmollaiev, Seidali; Andreassen, Tor Wallin & Lervik-Olsen, Line (red.). How quality and innovation drive the service experience

Janotta, Frederica; Hogreve, Jens, Lervik-Olsen, Line & Gustafsson, Anders (2022)

The role of mindful observation in automated driving contexts

[Conference Lecture]. Event

Janotta, Frederica; Hogreve, Jens, Lervik-Olsen, Line & Gustafsson, Anders (2021)

Back to nature: the role of mindful observation in automated driving contexts

[Conference Lecture]. Event

Snyder, Hannah & Lervik-Olsen, Line (2021)

Forretningsmodellen for fremtidens bedrifter

[Professional Article].

Andreassen, Tor Wallin & Lervik-Olsen, Line (2021)

Service og Innovasjon 3. Utgave

[Textbook].

Lervik-Olsen, Line (2020)

Hvorfor måle kundetilfredshet

[Popular Science Article]. , s. 8- 9.

Lervik-Olsen, Line (2020)

Hva nå?

[Popular Science Article]. , s. 2- 2.

Andreassen, Tor W. & Lervik-Olsen, Line (2020)

Toward sustainable tourism: Insights from Norway, and an agenda for research using a stakeholder perspective

[Lecture]. Event

Lorentzen, Bengt Gunnar; Silseth, Pål Rasmus & Lervik-Olsen, Line (2019)

Kundetilfredsheten har aldri vært høyere i Norge

[Popular Science Article]. , s. 8- 9.

Lervik-Olsen, Line (2019)

Hvordan ta kundetilfredsheten mot nye høyder?

[Popular Science Article]. , s. 2- 2.

Lervik-Olsen, Line (2019)

Når kundene logger av mobilen

[Lecture]. Event

Lervik-Olsen, Line; Kurtmollaiev, Seidali & Andreassen, Tor W. (2019)

In the eye of the beholder: A qualitative study of managers’ and customers’ perceptions of innovation

[Conference Lecture]. Event

Lervik-Olsen, Line (2019)

Norsk Innovasjonsindeks

[Lecture]. Event

Veflen, Nina & Lervik-Olsen, Line (2019)

Same Same but Different

[Conference Lecture]. Event

Caruelle, Delphine; Lervik-Olsen, Line & Gustafsson, Anders (2019)

The clock is ticking or is it? Asymmetric impact of shorter- vs. longer-than-expected waits on customer satisfaction

[Conference Lecture]. Event

Caruelle, Delphine; Lervik-Olsen, Line & Gustafsson, Anders (2018)

The clock is ticking – or is it? Customers’ response to a gain vs. loss of time during a service encounter

[Conference Lecture]. Event

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (2018)

Customer barometers as quasi-experimental data: The example of Norwegian Innovation Index

[Conference Lecture]. Event

Andreassen, Tor W.; Lervik-Olsen, Line, Snyder, Hannah, Riel, Allard Van, Sweeney, Jill & Vaerenbergh, Yves van (2018)

Business Model Innovation and Value-creation: The Platform Way

[Conference Lecture]. Event

Lervik-Olsen, Line; Andreassen, Tor W. & Kurtmollaiev, Seidali (2018)

Service innovation: One size does not fit all!

[Conference Lecture]. Event

Andreassen, Tor W.; Lervik-Olsen, Line, Snyder, Hannah, Riel, Allard Van, Sweeney, Jill & Vaerenbergh, Yves van (2018)

Business Model Innovation and Value-creation: The Platform Way

[Conference Lecture]. Event

Caruelle, Delphine; Lervik-Olsen, Line & Gustafsson, Anders (2018)

Spoiling customers without spoiling their appreciation: the role of gratitude

[Conference Lecture]. Event

Caruelle, Delphine; Shams, Poja, Gustafsson, Anders & Lervik-Olsen, Line (2018)

Variations in customers’ emotional state in the course of a store visit: Insights from a psychophysiological study

[Conference Lecture]. Event

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (2018)

Innovation: what firms do is not what customers see

[Conference Lecture]. Event

Lervik-Olsen, Line; Jakubanecs, Alexander, Andreassen, Tor Wallin & Thorbjørnsen, Helge (2017)

Effects of Return on Time (RoT) on Adoption of Services: The Moderating Role of Need for Cognition

[Conference Lecture]. Event

Ronæs, Nina Helene & Lervik-Olsen, Line (2017)

Log off the mobile, log on to life?

[Conference Lecture]. Event

Lervik-Olsen, Line; Andreassen, Tor W. & Kurtmollaiev, Seidali (2017)

Content or delight? A matter of quality or innovation

[Conference Lecture]. Event

Lervik-Olsen, Line; Kurtmollaiev, Seidali & Andreassen, Tor W. (2017)

Norwegian Innovation Index: Methodology Report

[Report Research].

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (2016)

Measuring service innovation: A customer-centric approach

[Conference Lecture]. Event

Lervik-Olsen, Line; Andreassen, Tor Wallin & Streukens, Sandra (2016)

Novices and Experts Assessments of Credence Quality

[Conference Lecture]. Event

Andreassen, Tor W. & Lervik-Olsen, Line (2015)

Service og Innovasjon

[Textbook].

Lervik-Olsen, Line; Oest, Rutger Daniel van & C., Verhoef Peter (2015)

When is Customer Satisfaction Sticky and when is it Flexible? A Longitudinal Analysis.

[Conference Lecture]. Event

Andreassen, Tor Wallin; Oest, Rutger Daniel van & Lervik-Olsen, Line (2014)

Automation, Inconvenience and Compensation: A Dynamic View on Service Productivity

[Conference Lecture]. Event

Lervik-Olsen, Line; Andreassen, Tor Wallin & Fennis, Bob M. (2014)

Antecedents and Consequences of Always being Logged in

[Conference Lecture]. Event

Andreassen, Tor Wallin; Oest, Rutger Daniel van & Lervik-Olsen, Line (2014)

Automation, Inconvenience and Compensation: A Dynamic View on Service Productivity

[Conference Lecture]. Event

Singh, Sangeeta & Olsen, Line Lervik (2013)

To Automate or Not: Is that the question?

[Conference Lecture]. Event

Olsen, Line Lervik; Andreassen, Tor Wallin & Gustafsson, Anders (2012)

If you break it, should I fix it?

[Conference Lecture]. Event

Calabretta, Giulia; Andreassen, Tor Wallin & Olsen, Line Lervik (2012)

Return on time: conceptualization, measurement, and implications

[Conference Lecture]. Event

Olsen, Line Lervik & Andreassen, Tor Wallin (2011)

Does convenience play a role in customer satisfaction models?

[Conference Lecture]. Event

Streukens, Sandra; Andreassen, Tor Wallin & Olsen, Line Lervik (2011)

Understanding effective complaint management in greater detail: justice as a formative construct in a dual-sequence model

[Conference Lecture]. Event

Olsen, Line Lervik & Andreassen, Tor Wallin (2011)

Social media readiness: are customers ready?

[Conference Lecture]. Event

Olsen, Line Lervik (2009)

Replications and extensions: the diary of a Norwegian service researcher

[Conference Lecture]. Event

Olsen, Line Lervik & Isayeva, A (2009)

The role of loyalty phases as a moderator on the relationship between satisfaction with service recovery and its antecedents

[Conference Lecture]. Event

Olsen, Line Lervik (2007)

Customer equity

[Conference Lecture]. Event

Singh, Sangeeta & Olsen, Line Lervik (2007)

High Tech or High Touch?

[Conference Lecture]. Event

Olsen, Line Lervik & Singh, Sangeeta (2007)

Customer Equity in a Triadic Perspective: Employing Balance Theory to Understand the Dynamics amongst its Drivers

[Conference Lecture]. Event

Olsen, Line Lervik; Andreassen, Tor Wallin & Johnson, Michael D. (2004)

To Relate or not – is that the Question?

[Conference Lecture]. Event

Olsen, Line Lervik; Andreassen, Tor Wallin & Johnson, Michael D. (2004)

Emotions in motions

[Conference Lecture]. Event

Olsen, Line Lervik; Johnson, M.D. & Andreassen, Tor W. (2003)

Explaining Loyalty: A Multi-Comparative Standard Approach

[Conference Lecture]. Event

Olsen, Line Lervik; Samuelsen, Bendik Meling & Johnson, Michael D. (2002)

Relationship Phases: What does the Customers Go Through?

[Conference Lecture]. Event

Andreassen, Tor W. & Olsen, Line Lervik (2002)

When the going gets though: should the customer service get going?

[Conference Lecture]. Event

Olsen, Line Lervik & Andreassen, Tor Wallin (2001)

Trying to complain (v2 updated after Emac)

[Conference Lecture]. Event

Olsen, Line Lervik (2001)

Remodeling Customer Satisfaction in Response to a Changing Environment

[Conference Lecture]. Event

Olsen, Line Lervik; Andreassen, Tor Wallin & Johnson, Michael D. (2001)

To relate or not to relate. Is that the question?

[Conference Lecture]. Event

Olsen, Line Lervik; Johnson, Michael D. & Andreassen, Tor Wallin (2001)

Rethinking Services: From Transaction Specific to Cumulative Customer Satisfaction: Antecedents and Consequences

[Conference Lecture]. Event

Andreassen, Tor Wallin & Olsen, Line Lervik (2001)

Trying to complain

[Conference Lecture]. Event

Johnson, Michael D.; Samuelsen, Bendik Meling & Olsen, Line Lervik (2001)

Rethinking Services: Integrating Relationship Phases in Customer Satisfaction Modeling

[Conference Lecture]. Event

Olsen, Line Lervik (2001)

Rethinking Services: From Transaction Specific to Cumulative Customer Satisfaction: Antecedents and Consequences

[Conference Lecture]. Event

Olsen, Line Lervik & Johnson, Michael D. (2000)

Exploring the Role of Equity in a Cumulative Satisfaction Model: Complaining versus Non-Complaining Service Customers

[Conference Lecture]. Event

Olsen, Line Lervik (2000)

From Transactions to Relationships. Value Creation in the Consumer Market

[Conference Lecture]. Event

Olsen, Line Lervik; Samuelsen, Bendik Meling & Johnson, Michael D. (2000)

Results from the New and Improved Norwegian Customer Satisfaction Barometer

[Conference Lecture]. Event

Olsen, Line Lervik & Johnson, Michael D. (2000)

The new and improved Norwegian Customer Satisfaction Barometer model

[Conference Lecture]. Event

Olsen, Line Lervik & Johnson, Michael D. (2000)

Satisfaction versus equity as mediators of service quality on service loyalty

[Conference Lecture]. Event

Olsen, Line Lervik (1999)

Relative attractiveness today and tomorrow as predictors of future intent

[Conference Lecture]. Event

Akademisk grad
År Akademisk institusjon Grad
2002 BI Norwegian Business School/ University of Michigan Business School Ph.D.
1995 University of Stavanger/ Florida International University Master of Science
Arbeidserfaring
År Arbeidsgiver Tittel
2018 - Present BI Norwegian Business School Head of department, department of marketing
2018 - Present Norwegian School of Economics Professor II Center for Service Innovation, Norwegian School of Economics
2018 - Present BI Norwegian Business School Head of Department, department of marketing
2018 - Present BI Norwegian Business School Department of marketing, head of department
2017 - Present Norwegian School of Economics Professor II adjunct professor
2016 - Present BI Norwegian Business School Professor in Marketing
2015 - Present Norwegian School of Economics Associate professor II Center for Service Innovation
2013 - Present Norwegian Business School, Department of Mareting Group leader
2003 - Present BI Norwegian Business School Associate professor
2010 - 2010 Standford University Guest researcher Scancor
2009 - 2010 Karlstad Business School Guest researcher
2001 - 2002 Norwegian Customer Satisfaction Barometer Head of Research
1997 - 2002 BI Norwegian Business School PhD. Candidate
1999 - 2000 University of Michigan Business School Guest researcher
1995 - 1997 Finnmark University College Lecturer