| The Evolution and Future of National Customer Satisfaction Index Models J Johnson, M.D., Gustafsson, A., Andreassen, T. W., Lervik, L. and Cha Journal of Economic Psychology 22 (2), 217-245, 2001 | 2075 | 2001 |
| Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations LL Olsen, MD Johnson Journal of Service Research 5 (3), 184-195, 2003 | 916 | 2003 |
| Linking service design to value creation and service research TW Andreassen, P Kristensson, L Lervik-Olsen, A Parasuraman, ... Journal of Service Management 27 (1), 21-29, 2016 | 296 | 2016 |
| Business model innovation and value-creation: the triadic way TW Andreassen, L Lervik-Olsen, H Snyder, ACR Van Riel, JC Sweeney, ... Journal of service management 29 (5), 883-906, 2018 | 291 | 2018 |
| The use of electrodermal activity (EDA) measurement to understand consumer emotions–A literature review and a call for action D Caruelle, A Gustafsson, P Shams, L Lervik-Olsen Journal of Business Research 104, 146-160, 2019 | 275 | 2019 |
| How do you feel today? Managing patient emotions during health care experiences to enhance well-being JR McColl-Kennedy, TS Danaher, AS Gallan, C Orsingher, L Lervik-Olsen, ... Journal of business research 79, 247-259, 2017 | 169 | 2017 |
| Perceived relative attractiveness today and tomorrow as predictors of future repurchase intention TW Andreassen, L Lervik Journal of Service Research 2 (2), 164-172, 1999 | 145 | 1999 |
| Turning customer satisfaction measurements into action L Lervik Olsen, L Witell, A Gustafsson Journal of Service Management 25 (4), 556-571, 2014 | 106 | 2014 |
| The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness TW Andreassen, LL Olsen Managing Service Quality: An International Journal 18 (4), 309-328, 2008 | 105 | 2008 |
| A customer-centric five actor model for sustainability and service innovation ACR van Riel, TW Andreassen, L Lervik-Olsen, L Zhang, S Mithas, ... Journal of Business Research 136, 389-401, 2021 | 79 | 2021 |
| Exploring dualities of service innovation: implications for service research L Witell, L Anderson, RJ Brodie, M Colurcio, B Edvardsson, P Kristensson, ... Journal of Services Marketing 29 (6-7), 436-441, 2015 | 72 | 2015 |
| Joy and disappointment in the hotel experience: managing relationship segments MD Johnson, L Lervik Olsen, T Wallin Andreassen Managing Service Quality: An International Journal 19 (1), 4-30, 2009 | 68 | 2009 |
| Affective computing in marketing: practical implications and research opportunities afforded by emotionally intelligent machines D Caruelle, P Shams, A Gustafsson, L Lervik-Olsen Marketing Letters 33 (1), 163-169, 2022 | 64 | 2022 |
| Competing through innovation: Let the customer judge! S Kurtmollaiev, L Lervik-Olsen, TW Andreassen Journal of Business Research 153, 87-101, 2022 | 61 | 2022 |
| Trend spotting and service innovation TW Andreassen, L Lervik-Olsen, G Calabretta Journal of Service Theory and Practice 25 (1), 10-30, 2015 | 61 | 2015 |
| Emotional arousal in customer experience: A dynamic view D Caruelle, P Shams, A Gustafsson, L Lervik-Olsen Journal of Business Research 170, 114344, 2024 | 47 | 2024 |
| The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter D Caruelle, L Lervik-Olsen, A Gustafsson Journal of Retailing 99 (2), 247-264, 2023 | 47 | 2023 |
| What drives the intention to complain? L Lervik-Olsen, TW Andreassen, S Streukens Journal of Service Theory and Practice 26 (4), 406-429, 2016 | 39 | 2016 |
| Customer inconvenience and price compensation: A multiperiod approach to labor-automation trade-offs in services TW Andreassen, RD van Oest, L Lervik-Olsen Journal of Service Research 21 (2), 173-183, 2018 | 36 | 2018 |
| Service og innovasjon TW Andreassen, L Lervik-Olsen Fagbokforl., 2016 | 33 | 2016 |
