Line Lervik Olsen

Line Lervik-Olsen is professor of marketing at BI Norwegian Business School. 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 School of Management Lervik-Olsen teaches classes in service marketing and strategic marketing at various levels. Recently, Lervik-Olsen has developed a new course in service and innovation for bachelor students.

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 she holds a part-time position. 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, 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.

ACADEMIC DEGREES

• 2002 BI Norwegian Business School/ University of Michigan Business School Ph.D.
• 1995 University of Stavanger/ Florida International University Master of Science

WORK EXPERIENCE

• 2016 - Present BI Norwegian Business School Professor in Marketing
• 2015 - Present Norwegian School of Economics Asspciate 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

MEDIA CONTRIBUTIONS

Andreassen, Tor Wallin; Kurtmollaiev, Seidali; Lervik-Olsen, Line. 

Effekten av innovasjon Norge. Finansavisen 2017 BI NHH

Andreassen, Tor Wallin; Lervik-Olsen, Line; Jakubanecs, Alexander; Thorbjørnsen, Helge. 

Time-perception, Innovation, and Adoption. CSI blogg v/NHH 2017 BI NHH

Andreassen, Tor Wallin; Lervik-Olsen, Line; Kurtmollaiev, Seidali. 

Firms’ investments in customer relationships reduce perceived innovativeness!. CSI blogg v/NHH 2017 BI NHH

Andreassen, Tor Wallin; Lervik-Olsen, Line; Kurtmollaiev, Seidali. 

Kundene opplever Norwegian som det minst attraktive flyselskapet i Norge. Aftenposten (morgenutg. : trykt utg.) 2017 BI NHH

Andreassen, Tor Wallin; Lervik-Olsen, Line; Kurtmollaiev, Seidali. 

Tre råd til REMA 1000. Aftenposten (morgenutg. : trykt utg.) 2017 BI NHH

Lervik-Olsen, Line. 

Titter du på mobiltelefonen hele tiden? Da kan det være lurt å følge disse rådene. Aftenposten [Newspaper] 2017-04-03 BI

Lervik-Olsen, Line. 

Titter du på mobiltelefonen hele tiden? Da kan det være lurt å følge disse rådene. Bergens Tidende [Newspaper] 2017-04-03 BI

Lervik-Olsen, Line. 

Får helt mark av mobilen. https://www.nrk.no/ho/_-far-helt-mark-av-mobilen-1.12846036 [Internet] 2016-03-10 BI

Lervik-Olsen, Line. 

Stadig mer populært å gi bort opplevelser. Nrk Østfold [Internet] 2016-12-23 BI

Lervik-Olsen, Line. 

Økolandsby på Hadeland. http://radio.nrk.no/direkte/p1_hedmark_oppland# [Radio] 2015-03-26 BI

Lervik-Olsen, Line. 

Lurer vi leserne?. Journalisten.no [Internet] 2014-12-22 BI

Lervik-Olsen, Line. 

Skap lojale kunder fremfor å jage etter nye. Loyality & Rewards av Media Planet [Business/trade/industry journal] 2014-09-27 BI

Andreassen, Tor Wallin; Olsen, Line Lervik. 

Økt markedsorientering gir mer innovasjon. Ukeavisen ledelse 2013 BI

Dorotic, Matilda; Olsen, Line Lervik. 

Bonus som gir økt business. Forskning.no : nettavis med nyheter fra norsk og internasjonal forskning 2013 BI

Dorotic, Matilda; Olsen, Line Lervik. 

Fire bonusfeller. BI Business Review 2013 BI

Olsen, Line Lervik. 

«Alle» vil jobbe i SAS - og nesten ingen har sluttet siden krisen. Dagens Næringsliv og DN.no [Newspaper] 2013-02-22 BI

Olsen, Line Lervik. 

Amazon vil se deg i øynene. http://www.dagensit.no/article2690232.ece [Internet] 2013-09-27 BI

Olsen, Line Lervik. 

Apple trenger et nytt produkt (http://www.nrk.no/vitenskap-og-teknologi/1.10895870). NRK.no [Internet] 2013-02-01 BI

Olsen, Line Lervik. 

Dårligere klagebehandling. Dinepenger.no [Internet] 2013-02-20 BI

Olsen, Line Lervik. 

Hvordan vil trender påvirke TVseere. TV2 [Internet] 2013-03-18 BI

Olsen, Line Lervik. 

Mange foreldre bestiller bankkort til barna. aftenposten.no [Internet] 2013-04-27 BI

Olsen, Line Lervik. 

Tema "Kunder og klageatferd" på Kveldsåpent, NRKP1. NRK [Radio] 2013-02-13 BI

Olsen, Line Lervik. 

Tid for hyttekupp i høstferien. http://www.klikk.no/bolig/hytteliv/article865907.ece [Internet] 2013-09-28 BI

Olsen, Line Lervik. 

av 10 klager. VG nett [Internet] 2013-02-21 BI

Olsen, Line Lervik. 

For en overnatting er personlig rekord. aftenposten.no [Internet] 2013-05-31 BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Eight trends that will govern us. ScienceNordic.com [Internet] 2013-04-10 BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Jakter på det gode liv. Adresseavisa [Newspaper] 2013-02-21 BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Trender og Internettvaner. Radio Nova [Radio] 2013-03-15 BI

Andreassen, Tor Wallin; Olsen, Line Lervik; Calabretta, Giulia. 

Langere og helbredere på nett. BI Marketing Magazine 2012 ;Volume 2. p. 20-21 BI

Andreassen, Tor Wallin; Olsen, Line Lervik. 

Hva er verdien av Facebook?. BI Marketing Magazine 2012 (1) BI

Andreassen, Tor Wallin; Olsen, Line Lervik. 

Slik blir 2013 - VG Helg. Norge [Newspaper] 2012-12-29 BI

Olsen, Line Lervik. 

Ettermiddagen på TV2. TV2 [TV] 2012-09-18 BI

Olsen, Line Lervik. 

God Morgen Norge, TV2. TV2 [TV] 2012-10-29 BI

Olsen, Line Lervik. 

Har du FOMO? Sjekk her. TV2.no [Internet] 2012-09-18 BI

Olsen, Line Lervik. 

SAS må regne med stor misnøye fremover. DN.no [Internet] 2012-11-20 BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Redd for å gå glipp av noe?. BI Marketing Magazine 2012 ;Volume 2. p. 14-15 BI

Olsen, Line Lervik; Andreassen, Tor Wallin; Gustafsson, Anders. 

Når kunden klager..... BI Marketing Magazine 2012 ;Volume 1. p. 8-9 BI

Olsen, Line Lervik; Andreassen, Tor Wallin; Calabretta, Giulia. 

Hot trends for innovation. BI Marketing Magazine 2011 ;Volume 1. p. 4-5 BI

Olsen, Line Lervik. 

Ingen smilefjes til fjesboka. Magma - Tidsskrift for økonomi og ledelse 2011 (4) p. - BI

Olsen, Line Lervik. 

Tommelen ned for Facebook. BI Marketing Magazine 2011 ;Volume 1. p. 9- BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Hvilken Type er du i sosisale medier?. BI Marketing Magazine 2011 ;Volume 2. p. 22-23 BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Skal, skal ikke klage?. BI Marketing Magazine 2011 ;Volume 2. p. 6-7 BI

CONFERENCE PAPERS

Lervik-Olsen, Line; Andreassen, Tor W.; Kurtmollaiev, Seidali. 

Content or delight? A matter of quality or innovation. Frontiers in Service 2017; 2017-06-22 - 2017-06-25 BI NHH

Lervik-Olsen, Line; Jakubanecs, Alexander; Andreassen, Tor Wallin; Thorbjørnsen, Helge. 

Effects of Return on Time (RoT) on Adoption of Services: The Moderating Role of Need for Cognition. Frontiers in Service Conference; 2017-06-23 - 2017-06-25 BI NHH

Ronæs, Nina Helene; Lervik-Olsen, Line. 

Log off the mobile, log on to life?. Frontiers in Service Conference 2017; 2017-06-23 - 2017-06-25 BI

Kurtmollaiev, Seidali; Lervik-Olsen, Line; Andreassen, Tor W.. 

Measuring service innovation: A customer-centric approach. Frontiers in Service 2016; 2016-06-23 - 2016-06-26 BI NHH

Lervik-Olsen, Line; Andreassen, Tor Wallin; Streukens, Sandra. 

Novices and Experts Assessments of Credence Quality. Frontiers in Services; 2016-06-23 - 2016-06-26 BI

Lervik-Olsen, Line; van Oest, Rutger Daniel; Peter C., Verhoef. 

When is Customer Satisfaction Sticky and when is it Flexible? A Longitudinal Analysis.. Frontiers in Services; 2015-07-09 - 2015-07-12 BI

Andreassen, Tor Wallin; van Oest, Rutger Daniel; Lervik-Olsen, Line. 

Automation, Inconvenience and Compensation: A Dynamic View on Service Productivity. EMAC 43st Annual Conference; 2014-06-03 - 2014-06-06 BI

Andreassen, Tor Wallin; van Oest, Rutger Daniel; Lervik-Olsen, Line. 

Automation, Inconvenience and Compensation: A Dynamic View on Service Productivity. Frontiers in Services; 2014-06-26 - 2014-06-29 BI

Lervik-Olsen, Line; Andreassen, Tor Wallin; Fennis, Bob M.. 

Antecedents and Consequences of Always being Logged in. Frontiers in Services Conference; 2014-06-26 - 2014-06-29 BI

Singh, Sangeeta; Olsen, Line Lervik. 

To Automate or Not: Is that the question?. QUIS 2013; 2013-06-10 - 2013-06-13 BI

Calabretta, Giulia; Andreassen, Tor Wallin; Olsen, Line Lervik. 

Return on time: conceptualization, measurement, and implications. 21st Annual Frontiers in Service Conference; 2012-05-14 - 2012-06-17 BI

Olsen, Line Lervik; Andreassen, Tor Wallin; Gustafsson, Anders. 

If you break it, should I fix it?. 21st Annual Frontiers in Service Conference; 2012-06-14 - 2012-06-17 BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Does convenience play a role in customer satisfaction models?. Quis 12; 2011-02-06 - 2011-05-06 BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Social media readiness: are customers ready?. Quis 12; 2011-02-06 - 2011-05-06 BI

Streukens, Sandra; Andreassen, Tor Wallin; Olsen, Line Lervik. 

Understanding effective complaint management in greater detail: justice as a formative construct in a dual-sequence model. Quis 12; 2011-02-06 - 2011-05-06 BI

Olsen, Line Lervik. 

Replications and extensions: the diary of a Norwegian service researcher. EMAC 2009; 2009-02-05 - 2009-05-05 BI

Olsen, Line Lervik; Isayeva, A. 

The role of loyalty phases as a moderator on the relationship between satisfaction with service recovery and its antecedents. 11th QUIS conference; 2009-06-11 - 2009-06-14 BI

Olsen, Line Lervik. 

Customer equity. Quis 10; 2007-06-14 - 2007-06-17 BI

Olsen, Line Lervik; Singh, Sangeeta. 

Customer Equity in a Triadic Perspective: Employing Balance Theory to Understand the Dynamics amongst its Drivers. QUIS 1; 2007-06-14 - 2007-06-17 BI

Singh, Sangeeta; Olsen, Line Lervik. 

High Tech or High Touch?. Johan Arndt's Marketin Conference; 2007-04-01 BI

Olsen, Line Lervik; Andreassen, Tor Wallin; Johnson, Michael D.. 

Emotions in motions. The 13 Th. Annual Frontiers in Services Conference; 2004-10-28 - 2004-10-31 BI

Olsen, Line Lervik; Andreassen, Tor Wallin; Johnson, Michael D.. 

To Relate or not – is that the Question?. QUIS 9; 2004-06-01 BI

Olsen, Line Lervik; Johnson, M.D.; Andreassen, Tor W.. 

Explaining Loyalty: A Multi-Comparative Standard Approach. Twelfth Annual Frontiers in Services Conference; 2003-10-23 - 2003-10-26 BI

Andreassen, Tor W.; Olsen, Line Lervik. 

When the going gets though: should the customer service get going?. The 11. Frontiers in Services Conference; 2002-06-27 - 2002-06-29 BI

Olsen, Line Lervik; Samuelsen, Bendik Meling; Johnson, Michael D.. 

Relationship Phases: What does the Customers Go Through?. The 11 Th. Annual Frontiers in Services; 2002-06-27 - 2002-06-29 BI

Andreassen, Tor Wallin; Olsen, Line Lervik. 

Trying to complain. EMAC; 2001-05-01 BI

Johnson, Michael D.; Samuelsen, Bendik Meling; Olsen, Line Lervik. 

Rethinking Services: Integrating Relationship Phases in Customer Satisfaction Modeling. EMAC; 2001-05-01 BI

Olsen, Line Lervik. 

Remodeling Customer Satisfaction in Response to a Changing Environment. FIBE XVIII; 2001-12-01 BI

Olsen, Line Lervik. 

Rethinking Services: From Transaction Specific to Cumulative Customer Satisfaction: Antecedents and Consequences. EMAC, doctoral cosortium; 2001-05-01 BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Trying to complain (v2 updated after Emac). The 10. th Annual Frontiers in Services Conference; 2001-10-01 BI

Olsen, Line Lervik; Andreassen, Tor Wallin; Johnson, Michael D.. 

To relate or not to relate. Is that the question?. The 10 Th. Annual Frontiers in Services Conference; 2001-10-01 BI

Olsen, Line Lervik; Johnson, Michael D.; Andreassen, Tor Wallin. 

Rethinking Services: From Transaction Specific to Cumulative Customer Satisfaction: Antecedents and Consequences. EMAC; 2001-05-01 BI

Olsen, Line Lervik. 

From Transactions to Relationships. Value Creation in the Consumer Market. Forum for Interorganizational Studies; 2000-12-01 BI

Olsen, Line Lervik; Johnson, Michael D.. 

Exploring the Role of Equity in a Cumulative Satisfaction Model: Complaining versus Non-Complaining Service Customers. the 9 Th. Annual Frontiers in Services Conference; 2000-09-01 BI

Olsen, Line Lervik; Johnson, Michael D.. 

Satisfaction versus equity as mediators of service quality on service loyalty. QUIS 7; 2000-06-01 BI

Olsen, Line Lervik; Johnson, Michael D.. 

The new and improved Norwegian Customer Satisfaction Barometer model. QUIS 7; 2000-06-01 BI

Olsen, Line Lervik; Samuelsen, Bendik Meling; Johnson, Michael D.. 

Results from the New and Improved Norwegian Customer Satisfaction Barometer. 9 Th. Annual Frontiers in Services Conference; 2000-09-01 BI

Olsen, Line Lervik. 

Relative attractiveness today and tomorrow as predictors of future intent. FIBE; 1999-02-01 BI

CHAPTERS

Andreassen, Tor W.; Lervik-Olsen, Line; Kurtmollaiev, Seidali. 

Innovation economics. I: Innovating for Trust. Edward Elgar Publishing 2017 ISBN 978-1785369476. p. 383-399 BI NHH

Lervik-Olsen, Line; Andreassen, Tor W.. 

Social Media Usage and Adoption: Are People Ready?. I: Harnessing the Power of Social Media and Web Analytics. IGI Global 2014 ISBN 9781466651944. p. 161-180 BI NHH

Andreassen, Tor Wallin; Olsen, Line Lervik. 

Customer service : does it matter?. I: Service management : the new paradigm in retailing. Springer 2012 ISBN 978-1-4614-1554-1. p. 25-41 BI

Andreassen, Tor Wallin; Olsen, Line Lervik. 

Convenience in customer satisfaction models: does it matter?. I: QUIS 12. Advances in service quality, innovation, and excellence. USA: Center for Hospitality research, School of hotel administration, Cornell University 2011 ISBN 9780578084572. p. 294-302 BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Social media readiness: are customers ready?. I: QUIS 12. Advances in service quality, innovation, and excellence. USA: Center for Hospitality research, School of hotel administration, Cornell University 2011 ISBN 9780578084572. p. 785-793 BI

Streukens, Sandra; Andreassen, Tor Wallin; Olsen, Line Lervik. 

Understanding effective complaint management in a greater detail: justice as a formative construct in a dual-sequence model. I: QUIS 12. Advances in service quality, innovation, and excellence. USA: Center for Hospitality research, School of hotel administration, Cornell University 2011 ISBN 9780578084572. p. 212-214 BI

Singh, Sangeeta; Olsen, Line Lervik. 

Sense or Sensibility? How Commitment Mediates the Role of Self-Service Technology on Loyalty. I: Self-service in the internet age : expectations and experiences. Springer 2009 ISBN 978-1-84800-206-7. p. 213-229 BI

SCIENTIFIC ARTICLES

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

How do you feel today? Managing patient emotions during health care experiences to enhance well-being. Journal of Business Research 2017 ;Volume 79. p. 247-259 BI NHH

Varlid, Vebjørn; Moen, Kristine; Lervik-Olsen, Line. 

BRUK KOMPETANSEN DIN NÅR DU TAR SAMFUNNSANSVAR. Magma - Tidsskrift for økonomi og ledelse 2017 (07) p. 31-42 BI

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

Linking service design to value creation and service research. Journal of Service Management 2016 ;Volume 27.(1) p. 21-29 BI NHH

Lervik-Olsen, Line; Andreassen, Tor W.; Streukens, Sandra. 

What drives the Intention to Complain?. Journal of service theory and practice 2016 ;Volume 26.(4) p. 406-429 BI NHH

Lervik-Olsen, Line; Kurtmollaiev, Seidali; Andreassen, Tor W.. 

Innovasjonsevne i norske bedrifter : norsk innovasjonsindeks. Magma - Tidsskrift for økonomi og ledelse 2016 ;Volume 19.(7) p. 24-32 BI NHH

Ronæs, Nina Helene; Lorentzen, Bengt Gunnar; Silseth, Pål Rasmus; Lervik-Olsen, Line. 

Klagehåndtering i norske bedrifter : noen observasjoner og forslag til tiltak. Magma - Tidsskrift for økonomi og ledelse 2016 ;Volume 19.(8) p. 60-67 BI NHH

Andreassen, Tor W.; Lervik-Olsen, Line; Calabretta, Giulia. 

Trendspotting and service innovation. Managing Service Quality 2015 ;Volume 25.(1) p. 10-30 BI NHH

Brøto, Astri Åmellem; Lervik-Olsen, Line. 

Urettferdig klagehåndtering : mine erfaringer, din respons. Magma - Tidsskrift for økonomi og ledelse 2015 ;Volume 18.(4) p. 61-71 BI

Fennis, Bob M.; Andreassen, Tor W.; Lervik-Olsen, Line. 

Behavioral disinhibition can foster intentions to healthy lifestyle change by overcoming commitment to past behavior. PLoS ONE 2015 ;Volume 10:0142489.(11) p. - BI NHH

Lervik-Olsen, Line; Gustafsson, Anders; Silseth, Pål Rasmus; Lorentzen, Bengt Gunnar. 

Bør vi involvere kundene?. Magma - Tidsskrift for økonomi og ledelse 2015 ;Volume 18.(4) p. 52-60 BI

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

Exploring dualities of service innovation: Implications for service research. Journal of Services Marketing 2015 ;Volume 29.(6/7) p. 436-441 BI NHH

Lervik-Olsen, Line; Witell, Lars; Gustafsson, Anders. 

Turning customer satisfaction measurements into action. Journal of Service Management 2014 ;Volume 25.(4) p. 556-571 BI

Dorotic, Matilda; Olsen, Line Lervik. 

Hvordan kan bedrifter gjøre best nytte av kundelojalitetsprogrammer? :. Magma - Tidsskrift for økonomi og ledelse 2013 ;Volume 16.(4) p. 50-59 BI

Andreassen, Tor Wallin; Calabretta, Giulia; Olsen, Line Lervik. 

Trendspotting:nøkkelen til innovasjonssuksess. Magma - Tidsskrift for økonomi og ledelse 2012 ;Volume 15.(3) p. 42-50 BI

Olsen, Line Lervik; Andreassen, Tor Wallin. 

Sosiale medier: mye brukt, men lite likt. Magma - Tidsskrift for økonomi og ledelse 2011 ;Volume 14.(4) p. 26-32 BI

Andreassen, Tor W.; Olsen, Line Lervik; Calabretta, Giulia. 

Elektroniske offentlige tjenester : en studie av folks holdninger til og erfaringer med teknologi. Magma - Tidsskrift for økonomi og ledelse 2010 ;Volume 13.(6) p. 42-49 BI

Olsen, Line Lervik; Singh, Sangeeta. 

Teknologi eller personlig service; hvordan påvirkes kundenes lojalitet. Magma - Tidsskrift for økonomi og ledelse 2010 ;Volume 13.(1) p. 33-42 BI

Johnson, Michael D.; Olsen, Line Lervik; Andreassen, Tor W.. 

Joy and disappointment in the hotel experience: managing relationship segments. Managing Service Quality 2009 ;Volume 19.(1) p. 4-30 BI

Olsen, Line Lervik; Johnson, M.D.. 

Service Equity, Satisfaction and Loyalty: From Transaction-Specific to Cumulative Evaluations. Managing Service Quality 2009 ;Volume 19.(1) p. 4-30 BI

Andreassen, Tor W.; Olsen, Line Lervik. 

The Impact of Customer's Perception of Varying Degrees of Customer Service on Commitment and Perceived Relative Attractiveness. Managing Service Quality 2008 ;Volume 18.(4) p. 309-328 BI

Gjerde, Karin; Midbøe, Christine Helgeland; Olsen, Line Lervik. 

Påvirkes kunder av at bedrifter tar samfunnsansvar?. Magma - Tidsskrift for økonomi og ledelse 2008 ;Volume 11.(3) p. 104-112 BI

Samuelsen, Bendik M.; Olsen, Line Lervik; Silseth, Pål Rasmus; Lorentzen, Bengt G.. 

Dynamiske perspektiv på kunderelasjoner. Magma - Tidsskrift for økonomi og ledelse 2007 ;Volume 10.(2) p. 25-44 BI

Johnson, M.D.; Gustafsson, A.; Andreassen, Tor W.; Lervik, L.; Chae, J.. 

The evolution and future of national customer satisfaction index models. Journal of Economic Psychology 2001 ;Volume 22. BI

Andreassen, Tor Wallin; Olsen, Line Lervik. 

Perceived Relative Attractiveness Today and Tomorrow As Predictors of Future Repurchase Intention. Journal of Service Research 1999 ;Volume 2.(2) p. 164-172 BI

BOOKS

Andreassen, Tor W.; Lervik-Olsen, Line. 

Service og Innovasjon. Fagbokforlaget 2015 (ISBN 978-82-450-1506-5) 287 p. BI NHH

POPULAR SCIENTIFIC ARTICLES

Andreassen, Tor Wallin; Lervik-Olsen, Line; Kurtmollaiev, Seidali. 

Rett analyse - dårlig implementering. Finansavisen 2017 BI NHH