Vitenskapelige publikasjoner og presentasjoner
Doktorgradsavhandlinger:
Andreassen, Tor W. (1997). Dissatisfaction with Services. Stockholm: Stockholm University.
Line L. Olsen (2002). Modeling Equity, Satisfaction and Loyalty in Business-to-Consumer Markets, Handelshøyskolen BI.
Tidsskrifter og Journaler:
Andreassen, Tor W. (2000), "Antecedents to Satisfaction with Service Recovery," European Journal of Marketing, 34 (2), 156-75.
Andreassen, Tor W. (1992), "Fra kvantitet til kvalitet: et paradigmeskifte i makroøkonomiske resultatmål," Sosialøkonomen (11), 24-32.
---- (2001), "From Disgust to Delight: Do Customers Hold a Grudge?," Journal of Service Research, 4 (1), 39-49.
---- (1999), "What Drives Customer Loyalty with Complaint Resolution?," Journal of Service Research, 2 (4), 324-32.
Andreassen, Tor W. and Even Lanseng (1997), "Principal and Agents Contribution to Customer Loyalty within an Integrated Distribution Channel: An External Perspective," European Journal of Marketing.
Andreassen, Tor W. and Line Lervik (1999), "Perceived Relative Attractiveness Today and Tomorrow as Predictors of Future Repurchase Intention," Journal of Service Research, 2 (2), 164-72.
Andreassen, Tor W. and Bodil Lindestad (1998a), "Complex Services and Customer Loyalty: The Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customers with Varying Degrees of Service Expertise.," The International Journal of Service Industry Management.
---- (1997), "Corporate Image: The Missing Factor in the "Return-on-Quality" Equation." Oslo: Norwegian School of Management.
---- (1998b), "The Effect of Corporate Image in the Formation of Customer Loyalty," Journal of Service Research, 1 (1), 82-92.
Johnson, M. D., Gustafsson, A., Andreassen, T. W. and Lervik, L and Cha, J. (2001). The evolution and future of national customer satisfaction indices, in Journal of Economic Psychology, Vol. 22.
Lervik, L. and Johnson, M. D. (2000). 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.
Johnson, M. D. and Lervik, L. (2000). 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.
Olsen, Line, L. and Johnson, M. D. (2003). Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations in Journal of Service Research, Vol. 5. (3/February).
Olsen, L. L. and Henjesand I. J. (2002). Fra data til relevant ledelseskunnskap: Norsk Kundebarometer, Analysen, april.
Lærebøker:
Andreasen, Tor W. 2003. Serviceledelse, Gyldendal Norsk Forlag AS, Oslo.
Andreassen, Tor W. 2000. Kundepleie i praksis, Gyldendal Akademisk, Oslo
Andreassen, Tor W. og Selnes, F. 2001. Serviceheltene, Stølen Media.
Andreassen, Tor W. og Lunde, T. K. 2001. Offentlige tjenester, Universitetsforlaget, Oslo.
Presentasjoner på nasjonale og internasjonale konferanser:
EMAC
Frontiers in Services
International Research Seminar in Service Management, Aix-en-Provence.
AMA Buenos Aires
Quis, Karlstad
FIBE
Norsk Kundebarometer