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Employee Profile

Line Lervik-Olsen

Head of Department - Department of Marketing

Biography

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.

Publications

Caruelle, Delphine Sylvie Sophie; Shams, Poja, Gustafsson, Anders & Lervik-Olsen, Line (2024)

Emotional arousal in customer experience: A dynamic view

Journal of Business Research, 170 Doi: 10.1016/j.jbusres.2023.114344 - Full text in research archive

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.

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

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

European Journal of Marketing Doi: 10.1108/EJM-12-2022-0898

Purpose Compulsive social media use has the potential to reduce well-being. In this study, the authors propose that there are two main paths to compulsive social media consumption. One is behavioral and based on habit; the other is motivational and rooted in the fear of missing out. This study aims to test the antecedents of these two drivers as well as their consequences for the tendency to engage in compulsive social media consumption. Design/methodology/approach The authors applied a quantitative research design and collected data through a survey of 600 respondents from a representative sample. The authors used structural equation modeling to test their conceptual model and hypotheses. Gender and age were included as moderators to investigate the model’s boundary conditions. Findings The authors found support for all the suggested relationships in the conceptual model. The findings indicate two main manifestations of compulsive social media use – always being logged in (i.e. the frequency of social media consumption) and excessive use (the intensity of consumption) – that in turn spurred a reinforcer of compulsivity: disconnection anxiety. The findings also indicate two main paths to compulsive social media consumption. One path is behavioral, based on habit, and the other is motivational, based on fear of missing out. Moreover, the authors identified the key antecedents of both paths. Habit formation was observed to be a function of situational cues (technological nudges in the online sphere) and consumer engagement. Fear of missing out was shaped by both injunctive norms (a consumer norm to be online) and descriptive norms (social proof). Research limitations/implications Although the antecedents of compulsive social media consumption suggested in this study have a strong and significant effect, the explained variance in the dependent variables being always logged in and excessive social media use indicates that there might be other drivers as well. These should be explored along with moderators other than gender and age to identify the potential boundary conditions of the model. Practical implications The main implications of the present work point to the “ease” with which typical or normal social media use may spiral out of control and become compulsive, with adverse implications for consumer health and well-being. Originality/value The behavioral and motivational paths to compulsive social media consumption have been less explored and have not yet been studied in conjunction, nor have their antecedents and consequences. Thus, this is a novel approach to understanding how social media use can potentially lead to reduced control and well-being.

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

Journal of Retailing, 99(2), s. 247- 264. Doi: 10.1016/j.jretai.2023.03.003 - Full text in research archive

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

Samfunns- og næringslivsforskning.

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

Competing through innovation: Let the customer judge!

Journal of Business Research, 153, s. 87- 101. Doi: 10.1016/j.jbusres.2022.08.002 - Full text in research archive

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

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

Iglesias, Oriol; Ind, Nicholas & Schultz, Majken (red.). The Routledge Companion to Corporate Branding

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

Marketing letters, 33, s. 163- 169. Doi: 10.1007/s11002-021-09609-0 - Full text in research archive

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

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

Hvordan balansere mellom digitale og sosiale innovasjoner

Magma forskning og viten, s. 107- 116. - Full text in research archive

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.

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

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

Journal of Business Research, 136, s. 389- 401. Doi: 10.1016/j.jbusres.2021.07.035

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.

Lervik-Olsen, Line (2019)

Adopsjon av sosiale medier i kjøpsprosessen

Magma forskning og viten, 22(4), s. 33- 41.

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.

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

Journal of Business Research, 104(November (11)), s. 146- 160. Doi: 10.1016/j.jbusres.2019.06.041 - Full text in research archive

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.

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

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

Sasson, Amir (red.). At the Forefront, Looking Ahead: Research-Based Answers to Contemporary Uncertainties of Management

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

Innovasjon: Det du gjør, er ikke det de ser

Magma forskning og viten, 21(7), s. 21- 28. - Full text in research archive

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

Journal of Service Management (JOSM) Doi: 10.1108/JOSM-05-2018-0125 - Full text in research archive

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.

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

Logg av mobilen for å logge på livet

Beta, 32(1), s. 20- 40. Doi: 10.18261/issn.1504-3134-2018-01-02 - Full text in research archive

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 forskning og viten, 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 forskning og viten, 19(8), s. 60- 67.

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

Innovasjonsevne i norske bedrifter : norsk innovasjonsindeks

Magma forskning og viten, 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 (JOSM), 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 - Full text in research archive

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 forskning og viten, 18(4), s. 61- 71.

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

Bør vi involvere kundene?

Magma forskning og viten, 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 (JOSM), 25(4), s. 556- 571. Doi: 10.1108/JOSM-01-2014-0025 - Full text in research archive

Dorotic, Matilda & Olsen, Line Lervik (2013)

Hvordan kan bedrifter gjøre best nytte av kundelojalitetsprogrammer? :

Magma forskning og viten, 16(4), s. 50- 59.

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

Trendspotting:nøkkelen til innovasjonssuksess

Magma forskning og viten, 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 forskning og viten, 14(4), s. 26- 32.

Olsen, Line Lervik & Singh, Sangeeta (2010)

Teknologi eller personlig service; hvordan påvirkes kundenes lojalitet

Magma forskning og viten, 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 forskning og viten, 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 forskning og viten, 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 forskning og viten, 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.

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

Lite innovative banker blir utfordret

Dagens Perspektiv [Kronikk]

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

Bærekraftfokuset øker, men bedriftene svikter – ifølge kundene!

Dagens Perspektiv [Kronikk]

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

Amazon til Sverige - Enemy at the Gates?

Finansavisen [Kronikk]

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

Selskaper som Facebook og Twitter må reguleres

Bergens Tidende [Kronikk]

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

Er de store tek-selskapene til glede for samfunnet?

Digi.no [Kronikk]

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

Kundene belønner bedrifter som tar miljø- og samfunnsansvar

Dagens Perspektiv [Kronikk]

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

Feilslutning om dagligvarebransjen

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

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

Vi trenger ikke billigere brød, men bedre butikker

Finansavisen [Kronikk]

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

Varehandelen: Et kappløp mot bunnen

Finansavisen [Kronikk]

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

Hvorfor bytter ikke nordmenn til en vesentlig bedre bank?

Dagens Perspektiv [Kronikk]

Lervik-Olsen, Line (2019)

Fattigstudent.no

NRK, dagsrevyen [TV]

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

Tre råd for økt innovasjonskraft

Finansavisen [Kronikk]

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

Bør vi selge oss ut av Apple?

Finansavisen [Kronikk]

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

Hvem har skylden for butikkdøden?

Dagens næringsliv [Kronikk]

Lervik-Olsen, Line (2018)

Valarie Zeithaml receives Honorary Doctorate from BI Norwegian Business School

Servsig.org [Internett]

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

Innovasjonsevne: En ekspert kom til byen

Dagens Perspektiv [Kronikk]

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

BI-studenter lærer om CRM

Kampanje [Kronikk]

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

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

Minerva (Oslo) [Kronikk]

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

Markedet må fungere

Dagens næringsliv [Kronikk]

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

Apple bør åpne opp for andre aktører

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

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

Are service firms innovative and how can we tell?

SERVSIG [Kronikk]

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

Stille før stormen i bankene

NHH bulletin [Kronikk]

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

SAS vs Norwegian

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

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]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (1)

Hvorfor dagligvarebransjen henger etter i innovasjonsløpet

Mat og Marked [Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (1)

Vestres vekststrategi kan føre til tapte muligheter

Finansavisen [Kronikk]

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (1)

En bærekraftig framtid er digital

Dagens Perspektiv [Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (1)

Hvorfor redusert rente ikke bør være førsteprioritet for regjeringen

Dagens Perspektiv [Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (1)

SAS sloss med ryggen mot veggen

Dagens Perspektiv [Kronikk]

Lervik-Olsen, Line; Kurtmollaiev, Seidali & Andreassen, Tor W. (1)

Vi må bevare de mest attraktive selskapene

Dagens Perspektiv [Kronikk]

Kurtmollaiev, Seidali; Lervik-Olsen, Line & Andreassen, Tor W. (1)

Selv når pengene er knappe, må bedrifter tenke nytt

Bergens Tidende [Kronikk]

Kurtmollaiev, Seidali; Andreassen, Tor W. & Lervik-Olsen, Line (1)

Digitalisering eller bærekraft?

Dagens næringsliv [Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (1)

Innovasjoner: Bedre snakket enn gjort

Dagens Perspektiv [Kronikk]

Andreassen, Tor W.; Kurtmollaiev, Seidali & Lervik-Olsen, Line (1)

SAS og Norwegians kappløp mot bunnen

Dagens Perspektiv [Kronikk]

Lervik-Olsen, Line; Silseth, Pål Rasmus & Lorentzen, Bengt Gunnar (1)

The rise and fall of Hurtigruten

BI Business Review [Kronikk]

Lervik-Olsen, Line & Gustafsson, Anders (1)

Digital markedsføring før og etter covid-19

Magma forskning og viten [Kronikk]

Kurtmollaiev, Seidali; Andreassen, Tor W. & Lervik-Olsen, Line (1)

Bli en del av kundens liv

Kunnskapsmagasinet Kristiania [Kronikk]

Andreassen, Tor W.; Lervik-Olsen, Line & Kurtmollaiev, Seidali (1)

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

American Marketing Association Scholarly Insights [Kronikk]

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

The role of mindful observation in automated driving contexts

[Academic lecture]. AMA winter conference.

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

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

[Academic lecture]. Frontiers in Service.

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

Forretningsmodellen for fremtidens bedrifter

[Article in business/trade/industry journal]. BI Business Review

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

Service og Innovasjon 3. Utgave

[Textbook]. Fagbokforlaget.

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

Kundetilfredsheten har aldri vært høyere i Norge

[Popular scientific article]. BI Marketing Magazine, s. 8- 9.

Lervik-Olsen, Line (2019)

Hvordan ta kundetilfredsheten mot nye høyder?

[Popular scientific article]. BI Marketing Magazine

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

[Academic lecture]. QUIS16.

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

Same Same but Different

[Academic lecture]. QUIS 16.

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

[Academic lecture]. QUIS16.

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

Business Model Innovation and Value-creation: The Platform Way

[Academic lecture]. Frontiers in Service Conference 2018.

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

Business Model Innovation and Value-creation: The Platform Way

[Academic lecture]. SERVSIG.

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

Innovation: what firms do is not what customers see

[Academic lecture]. ISPIM Innovation Summit - Solving Challenges Through Innovation.

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

[Academic lecture]. Frontiers in Service 2018.

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

[Academic lecture]. Frontiers in Service 2018.

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

Spoiling customers without spoiling their appreciation: the role of gratitude

[Academic lecture]. Frontiers in Service 2018.

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

Service innovation: One size does not fit all!

[Academic lecture]. Frontiers in Service 2018.

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

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

[Academic lecture]. Frontiers in Service 2018.

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

Norwegian Innovation Index: Methodology Report

[Report]. Samfunns- og næringslivsforskning.

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.

Lervik-Olsen, Line (1000)

Hva nå?

[Popular scientific article]. BI Marketing Magazine

Lervik-Olsen, Line (1000)

Hvorfor måle kundetilfredshet

[Popular scientific article]. BI Marketing Magazine, s. 8- 9.

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
Work Experience
Year Employer Job Title
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