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2017
1 Andreassen, Tor W..
Varehandelens fremtid. I: Nye forretningsmodeller i handelen : innovasjon for en bærekraftig fremtid. Universitetsforlaget 2017 ISBN 978-82-15-02847-7. s. 145-148
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2 Andreassen, Tor W.; Lervik-Olsen, Line; Kurtmollaiev, Seidali.
Innovation economics. I: Innovating for Trust. Edward Elgar Publishing 2017 ISBN 978-1785369476. s. 383-399
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2016
3 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 ;Volum 27.(1) s. 21-29
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4 Lervik-Olsen, Line; Andreassen, Tor W.; Streukens, Sandra.
What drives the Intention to Complain?. Journal of service theory and practice 2016 ;Volum 26.(4) s. 406-429
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5 Lervik-Olsen, Line; Kurtmollaiev, Seidali; Andreassen, Tor W..
Innovasjonsevne i norske bedrifter : norsk innovasjonsindeks. Magma - Tidsskrift for økonomi og ledelse 2016 ;Volum 19.(7) s. 24-32
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2015
6 Andreassen, Tor W..
Service Leadership. I: The SAGE Encyclopedia of Quality and the Service Economy. Sage Publications 2015 ISBN 9781452256726.
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7 Andreassen, Tor W.; Gustafsson, Anders; Gebauer, Heiko.
Å skape verdier sammen med kundene: Hva er viktig?. Magma - Tidsskrift for økonomi og ledelse 2015 ;Volum 18.(4) s. 41-51
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8 Andreassen, Tor W.; Lervik-Olsen, Line; Calabretta, Giulia.
Trendspotting and service innovation. Managing Service Quality 2015 ;Volum 25.(1) s. 10-30
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9 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 ;Volum 10:0142489.(11) s. -
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10 Kurtmollaiev, Seidali; Andreassen, Tor W..
Bridge over troubled water: measuring service innovation from the customer perspective. Proceedings - EMAC 2015
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11 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 ;Volum 29.(6/7) s. 436-441
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2014
12 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. s. 161-180
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13 Nysveen, Herbjørn; Andreassen, Tor W..
Innovasjon når markedene endres i turbofart!. Magma - Tidsskrift for økonomi og ledelse 2014 ;Volum 17.(8) s. 16-25
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14 Streukens, Sandra; Andreassen, Tor W..
Frontline employees and performance: optimizing the frontline, maximising the bottom line. I: The handbook of Service Marketing Research. Edward Elgar Publishing 2014 ISBN 978 0 85793 884 8. s. 244-269
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2013
15 Andreassen, Tor Wallin; Streukens, Sandra.
Online complaining Understanding the adoption process and the role of individual and situational characteristics. Managing Service Quality 2013 ;Volum 23.(1) s. 4-24
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16 Blazevic, Vera; Hammedi, Wafa; Garnefeld, Ina; Rust, Roland T.; Keiningham, Timothy L.; Andreassen, Tor Wallin; Donthu, Naveen; Carl, Walter.
Beyond traditional word-of-mouth An expanded model of customer-driven influence. Journal of Service Management 2013 ;Volum 24.(3) s. 294-313
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17 Streukens, Sandra; Andreassen, Tor Wallin.
Customer preferences for frontline employee traits: homophily and heterophily effects. Psychology & Marketing 2013 ;Volum 30.(12) s. 1043-1052
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2012
18 Andreassen, Tor Wallin; Calabretta, Giulia; Olsen, Line Lervik.
Trendspotting:nøkkelen til innovasjonssuksess. Magma - Tidsskrift for økonomi og ledelse 2012 ;Volum 15.(3) s. 42-50
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19 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. s. 25-41
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2011
20 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. s. 294-302
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21 Hansen, Håvard; Samuelsen, Bendik Meling; Andreassen, Tor Wallin.
Trying to complain: the impact of self-referencing on complaining intentions. International Journal of Consumer Studies 2011 ;Volum 35.(4) s. 375-382
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22 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. s. 785-793
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23 Olsen, Line Lervik; Andreassen, Tor Wallin.
Sosiale medier: mye brukt, men lite likt. Magma - Tidsskrift for økonomi og ledelse 2011 ;Volum 14.(4) s. 26-32
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24 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. s. 212-214
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2010
25 Andreassen, Tor W.; Lanseng, Even J..
Service differentiation: A self-image congruency perspective on brand building in the labor market. International Journal of Service Industry Management 2010 ;Volum 21.(2) s. 212-236
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26 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 ;Volum 13.(6) s. 42-49
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27 Andreassen, Tor Wallin; Lanseng, Even Johan.
Service differentiation A self-image congruency perspective on brand building in the labor market. Journal of Service Management 2010 ;Volum 21.(2) s. 212-236
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2009
28 Andreassen, Tor W.; Streukens, Sandra.
Service innovation and electronic word-of-mouth: is it worth listening to?. Managing Service Quality 2009 ;Volum 19.(3) s. 249-265
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29 Johnson, Michael D.; Olsen, Line Lervik; Andreassen, Tor W..
Joy and disappointment in the hotel experience: managing relationship segments. Managing Service Quality 2009 ;Volum 19.(1) s. 4-30
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2008
30 Andreassen, Tor W..
Fra produkter til tjenester: historien om en revolusjon. Magma - Tidsskrift for økonomi og ledelse 2008 ;Volum 11.(2) s. 20-29
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31 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 ;Volum 18.(4) s. 309-328
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32 Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; Andreassen, Tor W..
Linking Customer Loyalty to Growth. MIT Sloan Management Review 2008 ;Volum 49.(4) s. 51-57
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33 Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; Andreassen, Tor W..
Net Promoter, Recommendations, and Business Performance: A Clarification and Correction on Morgan and Rego. Marketing science (Providence, R.I.) 2008 ;Volum 27.(3) s. 531-532
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34 Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; Andreassen, Tor W..
The Galileo Effect. Marketing management (Chicago, Ill.) 2008 ;Volum 17.(1) s. 48-51
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2007
35 Andreassen, Tor W..
Vareprat og fremtidig vekst. Magma - Tidsskrift for økonomi og ledelse 2007 ;Volum 10.(2) s. 45-52
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36 Keiningham, Timothy L.; Cooil, Bruce; Aksoy, Lerzan; Andreassen, Tor W.; Weiner, Jay.
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet. Managing Service Quality 2007 ;Volum 17.(4) s. 361-384
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37 Keiningheim, T.L.; Cooil, Bruce; Andreassen, Tor W.; Aksoy, Lerzan.
A Longitudinal Examination of Net Promoter on Firm Revenue Growth. Journal of marketing 2007 ;Volum 71.(3) s. 39-51
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38 Lanseng, Even J.; Andreassen, Tor W..
Electronic Healthcare? A Study of Peoples Readiness and Attitude Toward Performing Self-Diagnosis. International Journal of Service Industry Management 2007 ;Volum 18.(4) s. 394-417
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2006
39 Andreassen, Tor W.; Lorentzen, Bengt G.; Olsson, Ulf Henning.
The impact of non-normality and estimation methods in SEM on satisfaction research in marketing. Quality and Quantity 2006 ;Volum 40.
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40 Keiningheim, T.L.; Aksoy, L.; Andreassen, Tor W..
Does Parent Satisfaction with a Childcare Provider Matter for Loyalty?. Journal of Consumer Marketing 2006 ;Volum 23.(Special issue)
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41 Keiningheim, T.L.; Aksoy, L.; Andreassen, Tor W.; Coile, B..
Call Center Satisfaction and Customer Retention in a Co-Branded Service Context. Managing Service Quality 2006 ;Volum 1.(3) s. 269-289
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2005
42 Kleinen, M.; de Ruyter, Ko; Andreassen, Tor W..
Image Congruence and the Adoption of Service Innovations. Journal of Service Research 2005 ;Volum 7.(4)
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2001
43 Andreassen, Tor W..
From Disgust to Delight: Do Customers hold a Grudge?. Journal of Service Research 2001 ;Volum 4.(1) s. 39-49
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44 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 ;Volum 22.
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2000
45 Andreassen, Tor W..
Antecedents to Satisfaction with Service Recovery. European Journal of Marketing 2000 ;Volum 34.(1-2) s. 156-175
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1999
46 Andreassen, Tor W.; Henriksen, Jan Terje.
Customer Satisfaction: An Indicator of Efficiency and Effectiveness of Public Services. I: The Nordic School of Quality Management. Sverige: Studentlitteratur 1999 s. 23-55
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47 Andreassen, Tor W..
What Drives Customer Loyalty with Complaint Resolution. Journal of Service Research 1999 ;Volum 2.(2) s. 0-
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48 Andreassen, Tor W.; Lervik, Line.
Perceived Relative Attractiveness Today and Tomorrow as Predictors of Future Intent. Journal of Service Research 1999 ;Volum 4.(2) s. 0-
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49 Andreassen, Tor Wallin; Olsen, Line Lervik.
Perceived Relative Attractiveness Today and Tomorrow As Predictors of Future Repurchase Intention. Journal of Service Research 1999 ;Volum 2.(2) s. 164-172
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1998
50 Andreassen, Tor W.; Lindestad, Bodil.
Customer Loyalty and Complex Services: The Significance of Quality, Image and Satisfaction on Customer Loyalty. ? 1998 ;Volum 9.(1)
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