Faculty Profile

Line Lervik-Olsen

Head of Department - Department of Marketing

Biography

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.

Publications

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

Logg av mobilen for å logge på livet

Beta, 32(1), s. 20- 40. Doi: 10.18261

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.

Andreassen, Tor W.; van Oest, Rutger Daniel & Lervik-Olsen, Line (2018)

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

Journal of Service Research, 21(2), s. 173- 183. Doi: 10.1177/1094670517738370

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

Bruk kompetansen din når du tar samfunnsansvar

Magma - Tidsskrift for økonomi og ledelse, s. 31- 42.

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

Innovation economics

Lüders, Marika; Andreassen, Tor W., Clatworthy, Simon & Hillestad, Tore (red.). Innovating for Trust

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

Journal of Business Research, 79, s. 247- 259. Doi: 10.1016/j.jbusres.2017.03.022

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

Klagehåndtering i norske bedrifter : noen observasjoner og forslag til tiltak

Magma - Tidsskrift for økonomi og ledelse, 19(8), s. 60- 67.

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

Innovasjonsevne i norske bedrifter : norsk innovasjonsindeks

Magma - Tidsskrift for økonomi og ledelse, 19(7), s. 24- 32.

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

Journal of Service Management, 27(1), s. 21- 29. Doi: 10.1108/JOSM-04-2015-0123

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

What drives the Intention to Complain?

Journal of service theory and practice, 26(4), s. 406- 429. Doi: 10.1108/JSTP-09-2014-0209

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

PLoS ONE, 10:0142489(11) Doi: 10.1371/journal.pone.0142489

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

Journal of Services Marketing, 29(6/7), s. 436- 441. Doi: 10.1108/JSM-01-2015-0051

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

Urettferdig klagehåndtering : mine erfaringer, din respons

Magma - Tidsskrift for økonomi og ledelse, 18(4), s. 61- 71.

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

Bør vi involvere kundene?

Magma - Tidsskrift for økonomi og ledelse, 18(4), s. 52- 60.

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

Trendspotting and service innovation

Managing Service Quality, 25(1), s. 10- 30. Doi: 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 & Andreassen, Tor W. (2014)

Social Media Usage and Adoption: Are People Ready?

Ayanso, Anteneh & Lertwachara, Kaveepan (red.). Harnessing the Power of Social Media and Web Analytics

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

Turning customer satisfaction measurements into action

Journal of Service Management, 25(4), s. 556- 571. Doi: 10.1108/JOSM-01-2014-0025

Dorotic, Matilda & Olsen, Line Lervik (2013)

Hvordan kan bedrifter gjøre best nytte av kundelojalitetsprogrammer? :

Magma - Tidsskrift for økonomi og ledelse, 16(4), s. 50- 59.

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

Trendspotting:nøkkelen til innovasjonssuksess

Magma - Tidsskrift for økonomi og ledelse, 15(3), s. 42- 50.

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

Customer service : does it matter?

Kandampully, Jay (red.). Service management : the new paradigm in retailing

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

Social media readiness: are customers ready?

van der Rhee, Bo & Victorino, Liana (red.). QUIS 12. Advances in service quality, innovation, and excellence

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

van der Rhee, Bo & Victorino, Liana (red.). QUIS 12. Advances in service quality, innovation, and excellence

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

Convenience in customer satisfaction models: does it matter?

van der Rhee, Bo & Victorino, Liana (red.). QUIS 12. Advances in service quality, innovation, and excellence

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

Sosiale medier: mye brukt, men lite likt

Magma - Tidsskrift for økonomi og ledelse, 14(4), s. 26- 32.

Olsen, Line Lervik & Singh, Sangeeta (2010)

Teknologi eller personlig service; hvordan påvirkes kundenes lojalitet

Magma - Tidsskrift for økonomi og ledelse, 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

Magma - Tidsskrift for økonomi og ledelse, 13(6), s. 42- 49.

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

Joy and disappointment in the hotel experience: managing relationship segments

Managing Service Quality, 19(1), s. 4- 30. Doi: 10.1108/09604520910926782

Singh, Sangeeta & Olsen, Line Lervik (2009)

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

Oliver, Dave; Livermore, Celia Romm & Sudweeks, Fay (red.). Self-service in the internet age : expectations and experiences

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

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

Managing Service Quality, 19(1), s. 4- 30.

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

Påvirkes kunder av at bedrifter tar samfunnsansvar?

Magma - Tidsskrift for økonomi og ledelse, 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

Managing Service Quality, 18(4), s. 309- 328.

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

Dynamiske perspektiv på kunderelasjoner

Magma - Tidsskrift for økonomi og ledelse, 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

Journal of Economic Psychology, 22

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

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

Journal of Service Research, 2(2), s. 164- 172.

Lervik-Olsen, Line (2017)

Møt professor Line Lervik-Olsen

Agenda [Tidsskrift]

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

Firms’ investments in customer relationships reduce perceived innovativeness!

CSI blogg v/NHH [Kronikk]

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

Time-perception, Innovation, and Adoption

CSI blogg v/NHH [Kronikk]

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

Rett analyse - dårlig implementering

Finansavisen [Kronikk]

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

Effekten av innovasjon Norge

Finansavisen [Kronikk]

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

Kundene opplever Norwegian som det minst attraktive flyselskapet i Norge

Aftenposten (morgenutg. : trykt utg.) [Kronikk]

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

Tre råd til REMA 1000

Aftenposten (morgenutg. : trykt utg.) [Kronikk]

Lervik-Olsen, Line (2017)

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

Bergens Tidende [Avis]

Lervik-Olsen, Line (2017)

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

Aftenposten [Avis]

Lervik-Olsen, Line (2016)

Får helt mark av mobilen

https://www.nrk.no/ho/_-far-helt-mark-av-mobilen-1.12846036 [Internett]

Lervik-Olsen, Line (2016)

Stadig mer populært å gi bort opplevelser

Nrk Østfold [Internett]

Lervik-Olsen, Line (2015)

Økolandsby på Hadeland

http://radio.nrk.no/direkte/p1_hedmark_oppland# [Radio]

Lervik-Olsen, Line (2014)

Lurer vi leserne?

Journalisten.no [Internett]

Lervik-Olsen, Line (2014)

Skap lojale kunder fremfor å jage etter nye

Loyality & Rewards av Media Planet [Fagblad]

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

Økt markedsorientering gir mer innovasjon

Ukeavisen ledelse [Kronikk]

Olsen, Line Lervik (2013)

Tid for hyttekupp i høstferien

http://www.klikk.no/bolig/hytteliv/article865907.ece [Internett]

Olsen, Line Lervik (2013)

Amazon vil se deg i øynene

http://www.dagensit.no/article2690232.ece [Internett]

Olsen, Line Lervik (2013)

4000 For en overnatting er personlig rekord

aftenposten.no [Internett]

Olsen, Line Lervik (2013)

Mange foreldre bestiller bankkort til barna

aftenposten.no [Internett]

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

Eight trends that will govern us

ScienceNordic.com [Internett]

Olsen, Line Lervik (2013)

Hvordan vil trender påvirke TVseere

TV2 [Internett]

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

Trender og Internettvaner

Radio Nova [Radio]

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

Jakter på det gode liv

Adresseavisa [Avis]

Olsen, Line Lervik (2013)

3 av 10 klager

VG nett [Internett]

Olsen, Line Lervik (2013)

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

Dagens Næringsliv og DN.no [Avis]

Olsen, Line Lervik (2013)

Dårligere klagebehandling

Dinepenger.no [Internett]

Olsen, Line Lervik (2013)

Tema "Kunder og klageatferd" på Kveldsåpent, NRKP1

NRK [Radio]

Olsen, Line Lervik (2013)

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

NRK.no [Internett]

Olsen, Line Lervik (2012)

SAS må regne med stor misnøye fremover

DN.no [Internett]

Olsen, Line Lervik (2012)

Har du FOMO? Sjekk her

TV2.no [Internett]

Olsen, Line Lervik (2012)

God Morgen Norge, TV2

TV2 [TV]

Olsen, Line Lervik (2012)

Ettermiddagen på TV2

TV2 [TV]

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

Slik blir 2013 - VG Helg

Norge [Avis]

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

[Academic lecture]. Frontiers in Service Conference.

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

Log off the mobile, log on to life?

[Academic lecture]. Frontiers in Service Conference 2017.

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

Content or delight? A matter of quality or innovation

[Academic lecture]. Frontiers in Service 2017.

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

Novices and Experts Assessments of Credence Quality

[Academic lecture]. Frontiers in Services.

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

Measuring service innovation: A customer-centric approach

[Academic lecture]. Frontiers in Service 2016.

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

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

[Academic lecture]. Frontiers in Services.

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

Service og Innovasjon

[Textbook]. Fagbokforlaget.

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

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

[Academic lecture]. Frontiers in Services.

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

Antecedents and Consequences of Always being Logged in

[Academic lecture]. Frontiers in Services Conference.

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

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

[Academic lecture]. EMAC 43st Annual Conference.

Singh, Sangeeta & Olsen, Line Lervik (2013)

To Automate or Not: Is that the question?

[Academic lecture]. QUIS 2013.

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

Return on time: conceptualization, measurement, and implications

[Academic lecture]. 21st Annual Frontiers in Service Conference.

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

If you break it, should I fix it?

[Academic lecture]. 21st Annual Frontiers in Service Conference.

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

Social media readiness: are customers ready?

[Academic lecture]. Quis 12.

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

[Academic lecture]. Quis 12.

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

Does convenience play a role in customer satisfaction models?

[Academic lecture]. Quis 12.

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

[Academic lecture]. 11th QUIS conference.

Olsen, Line Lervik (2009)

Replications and extensions: the diary of a Norwegian service researcher

[Academic lecture]. EMAC 2009.

Olsen, Line Lervik & Singh, Sangeeta (2007)

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

[Academic lecture]. QUIS 1.

Singh, Sangeeta & Olsen, Line Lervik (2007)

High Tech or High Touch?

[Academic lecture]. Johan Arndt's Marketin Conference.

Olsen, Line Lervik (2007)

Customer equity

[Academic lecture]. Quis 10.

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

Emotions in motions

[Academic lecture]. The 13 Th. Annual Frontiers in Services Conference.

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

To Relate or not – is that the Question?

[Academic lecture]. QUIS 9.

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

Explaining Loyalty: A Multi-Comparative Standard Approach

[Academic lecture]. Twelfth Annual Frontiers in Services Conference.

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

Relationship Phases: What does the Customers Go Through?

[Academic lecture]. The 11 Th. Annual Frontiers in Services.

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

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

[Academic lecture]. The 11. Frontiers in Services Conference.

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

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

[Academic lecture]. The 10 Th. Annual Frontiers in Services Conference.

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

Trying to complain (v2 updated after Emac)

[Academic lecture]. The 10. th Annual Frontiers in Services Conference.

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

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

[Academic lecture]. EMAC.

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

Rethinking Services: Integrating Relationship Phases in Customer Satisfaction Modeling

[Academic lecture]. EMAC.

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

Trying to complain

[Academic lecture]. EMAC.

Olsen, Line Lervik (2001)

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

[Academic lecture]. EMAC, doctoral cosortium.

Olsen, Line Lervik (2001)

Remodeling Customer Satisfaction in Response to a Changing Environment

[Academic lecture]. FIBE XVIII.

Olsen, Line Lervik (2000)

From Transactions to Relationships. Value Creation in the Consumer Market

[Academic lecture]. Forum for Interorganizational Studies.

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

Results from the New and Improved Norwegian Customer Satisfaction Barometer

[Academic lecture]. 9 Th. Annual Frontiers in Services Conference.

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

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

[Academic lecture]. the 9 Th. Annual Frontiers in Services Conference.

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

Satisfaction versus equity as mediators of service quality on service loyalty

[Academic lecture]. QUIS 7.

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

The new and improved Norwegian Customer Satisfaction Barometer model

[Academic lecture]. QUIS 7.

Olsen, Line Lervik (1999)

Relative attractiveness today and tomorrow as predictors of future intent

[Academic lecture]. FIBE.

Academic Degrees
Year Academic Department Degree
2002 BI Norwegian Business School/ University of Michigan Business School Ph.D.
1995 University of Stavanger/ Florida International University Master of Science
2002 BI Norwegian Business School/ University of Michigan Business School Ph.D.
1995 University of Stavanger/ Florida International University Master of Science
Work Experience
Year Employer Job Title
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