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Publications and work in progress


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Publications and work in progress
Andreassen, T. W. and Olsen, L.L. When the going gets tough: Should the customer service get going?, in prep.
Andreassen, T. W. and Olsen, L. L. Trying to complain, in prep.
Johnson, M. D. , Samuelsen, B. and Lervik, L. An empirical test of the new and improved Norwegian Customer Satisfaction Barometer model, in prep.
Lervik, L. and Johnson, M. D. Satisfaction versus equity as mediators of service quality on service loyalty (working title), in prep.
Johnson, M. D., Gustafsson, A., Andreassen, T. W. and Lervik, L and Cha, J. The evolution and future of national customer satisfaction indices, forthcoming in the Journal of Economic Psychology, 2001.
Lervik, L. and Johnson, M. D. Satisfaction versus equity as mediators of service quality on service loyalty, in Service quality in the new economy: interdisciplinary and international dimensions, (eds.) B. Edvardsson, S. W. Brown, R. Johnston and E. E. Scheuing, Karlstad, Service Research Center, pp. 403-410, 2000.

Johnson, M. D. and Lervik, L. The new and improved Norwegian Customer Satisfaction Barometer model, in Service quality in the new economy: interdisciplinary and international dimensions, (eds.) B. Edvardsson, S. W. Brown, R. Johnston and E. E. Scheuing, Karlstad, Service Research Center, pp. 395-402, 2000.


Andreassen, T. W. and Lervik, L. Perceived relative attractiveness today and tomorrow as predictors of future repurchase intention. Journal of Service Research, 2, 2, pp. 164-172, 1999.

Lervik, L., Lindestad, B. and Andreassen, T. W. Markedsorientering i norske virksomheter (Marketorientation in Norwegian businesses), NiM report 36-99.


Gaski, M., Abelsen, B. and Lervik, L. Attraksjonsverdi (Attraction Value). Finnmark Research Center, report 1998-01.
Larsen, S., Folgerø, I., and Lervik, L. Selecting staff for positions in the hotel and catering industry, in conference proceedings from the 6.th Nordic research symposium in tourism, Iceland, October/November, 1997.
Lervik, L. The effects of sex differences on conference customers’ evaluations of satisfaction, HiF research report 1997:4.
Lervik, L. , Gustavsen, T. and Abelsen B. Kundetilfredshet i Hotellbedrifter (Customer Satisfaction in Hotels), in conference proceedings from the 6.th Nordic research symposium in tourism, Roavaniemi, December, 1996.
Abelsen, B., Lervik, L., and Line, N. M. Ett skritt videre: en rapport om studiekvalitet ved Høgskolen i Finnmark (A step further: perceived quality of study at Finnmark College), HiF research report 1997: 2.
Lervik, L. and Gustavsen, T. Nordkapp i et gastronomisk perspektiv. (North Cape in a gastronomic perspective). Research at Finnmark College, Working paper, Ed. Geir Schulstad. HIF research report 1996:5.
Lervik, L. Gustavsen, T. and Larsen, S. To what Extent do Hotel Employees and Management Understand their Customers? The Restaurant Experience. Culinary Arts and Sciences and National Perspectives. Ed. Edwards, J.S.A., Bournemouth, 1996.
Lervik, L., Larsen, S. and Gustavsen, T. Children’s Choices: Variability in Children’s Menus in Restaurants in Northern Norway. Culinary Arts and Sciences and National Perspectives. Ed. Edwards, J.S.A., Bournemouth, 1996.
Lervik, L. To what Extent do Hotel Organizations Understand their Customers? An Extended Perspective of Customer Satisfaction. Unpublished master of science thesis, Stavanger College, the Norwegian School of Hotel Management, 1995.
Other articles:
Lervik, L., and Andreassen, T. W. Several brief articles in a Norwegian magazine referred to as a consumer report, 1998 and 1999.

Lervik, L. and students. Hotell administrastion at Finnmark College, Hotell, Restaurant and Tourism, no. 4, 1996.


Teaching Material:
Gustavsen, T. and Lervik, L. Logbook and exercises for internship in hotel administration, Finnmark College, 1996.
Lervik, L. Methods of Customer-Complaint Handling Systems. Compendium i restaurant administration. Finnmark College, 1995.
Lervik, L. Medina, D., Salazzo, D. and Simons, J. The Armadillo Cafe. Case in Restaurant administration. Compendium i restaurant administration. Finnmark College, 1995.


Paper presentations

Olsen, L. L, Andreassen, T. W. and Johnson, M. D. To relate or not to relate. Is that the question? Presented at the 10 Th. Annual Frontiers in Services Conference, October 2001.


Andreassen, T. W. and Olsen, L. L. Trying to complain. Presented at the 10. th Annual Frontiers in Services Conference, October 2001.
Lervik, L., Johnson, M. D. and Andreassen, T. W. Rethinking Services: From Transaction Specific to Cumulative Customer Satisfaction: Antecedents and Consequences. Presented at EMAC, Norwegian School of Economics and Business Administration, May 20001.
Johnson, M.D. Samuelsen, B and Lervik, L. Rethinking Services: Integrating Relationship Phases in Customer Satisfaction Modeling. Presented at EMAC, Norwegian School of Economics and Business Administration, May 20001.
Andreassen, T. W. and Lervik, L. Trying to complain. Presented at EMAC, Norwegian School of Economics and Business Administration, May 20001.
Lervik, L. Rethinking Services: From Transaction Specific to Cumulative Customer Satisfaction: Antecedents and Consequences (Ph.D. dissertation), EMAC, Norwegian School of Economics and Business Administration, May 20001, doctoral consortium.
Lervik, L. Remodeling Customer Satisfaction in Response to a Changing Environment, presented at FIBE XVIII, Norwegian School of Economics and Business Administration, January 2001.
Lervik, L. From Transactions to Relationships. Value Creation in the Consumer Market, presented in Forum for Interorganizational Studies, at the Norwegian School of Management, December 2000.
Lervik, L and Johnson, M. D. Exploring the Role of Equity in a Cumulative Satisfaction Model: Complaining versus Non-Complaining Service Customers, presented at the 9 Th. Annual Frontiers in Services Conference, September 2000.
Johnson, M. D. Samuelsen, B. and Lervik, L. Results from the New and Improved Norwegian Customer Satisfaction Barometer, presented at the 9 Th. Annual Frontiers in Services Conference, September 2000.
Lervik, L. and Johnson, M. D. Satisfaction versus equity as mediators of service quality on service loyalty, presented at QUIS 7, Karlstad, June 2000.
Johnson, M. D. and Lervik, L. The new and improved Norwegian Customer Satisfaction Barometer model, presented at QUIS 7, Karlstad, June 2000.
Lervik, L. Relative attractiveness today and tomorrow as predictors of future intent. Presented at FIBE, Norwegian School of Economics and Business Administration, Bergen, February 1999.
Gaski, M., Abelsen, B. and Lervik, L. Attraksjonsverdi. Presented at the 6. Nordic research symposium in tourism. Island, October/November 1997.
Gustavsen, T., Abelsen, B., and Lervik, L. If You Can’t Beat Them Join Them: An Inquiry into the Structural Changes of the Norwegian Hotel Industry. Presented at the 6. Nordic research symposium in tourism. Island, October/November 1997.
Larsen, S., Folgerø, I., S. and Lervik, L. Presented at the 6. Nordic research symposium in tourism. Island October/November 1997. Presented at the 6. Nordic research symposium in tourism. Island, October/November 1997.
Lervik, L., Gustavsen, T., and Larsen, S. Children’s Menus. Presented at the Travel and Tourism Industry and Academic Institutions in a True Alliance. Lillehammer, August 1997.
Lervik, L., Gustavsen, T. and Abelsen, B. Customer satisfaction in hotels. Presented at Dynamic Tendencies in Tourism Research (Dynamiska Tendenser i Turismeforskning), 5. Nordic Research symposium in Tourism, Roavaniemi, December 1996.
Lervik, L. and Gustavsen, T. North Cape in a Gastronomic Perspective (Nordkapp i et gastronomisk perspektiv). Presented under The Research Days (Forskningsdagene -96) at Finnmark College, October 1996.
Lervik, L., Gustavsen, T. and Larsen, S. To what Extent do Hotel Employees and Management Understand their Customers? The Restaurant Experience. Presented under First International Conference on Culinary Arts and Sciences Global and National Perspectives, Bournemouth, June 1996.
Lervik, L., Gustavsen, T. and Larsen, S. Children’s Choices: Variability in Children’s Menus in Restaurants in Northern Norway. Presented under First International Conference on Culinary Arts and Sciences Global and National Perspectives, Bournemouth, June 1996.
Lervik, L. To what extent do hotel employees understand their customers? An extended perspective on customer satisfaction. (I hvilken grad forstår hotellansatte sine gjester? Et utvidet perspektiv på kundetilfredshet). Service Forum -95, Stavanger, Mars 1995.
Gustavsen, T. Lervik, L. and Larsen, L. Destination North Cape: Are German Tour Bus Operators Needs And Expectation Understood By The North Norwegian Hotel Business, poster presented under First International Conference on Culinary Arts and Sciences Global and National Perspectives, Bournemouth, June 1996.






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