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TOR WALLIN
ANDREASSEN
Professor of Marketing
BI Norwegian School of Management
Graduate School
e-mail: tor.w.andreassen@bi.no
RESYME
TOR WALLIN ANDREASSEN is
Professor of Marketing and Chair, Department of Marketing. He holds a
Sivilokonom degree from The Norwegian School of Economics and Business
Administration, a MSc in marketing (with honors) from the Norwegian School
of Management, and a Doctor of Economics from Stockholm
University, School of Business.
Dr.
Andreassen’s research interests are frontline employees and value equity,
customer (dis)satisfaction, service innovation, branding service
organizations, and customer relationship management and its financial
implications. He is a member of the editorial review board of Journal of
Marketing, Journal of Service Research, Journal of Business Research, and
Journal of Service Management. He is an occasional reviewer for Journal of
Retailing. Dr Andreassen’s research has been published in leading journals
such as: MIT Sloan Management Review, Marketing Science, Journal of
Marketing, Quality & Quantity, Journal of Economic Psychology, Journal of
Public Sector Management, Journal of Service Research, Journal of Services
Marketing, European Journal of Marketing, Managing Service Quality, and
Journal of Service Industry Management.
He has received awards for his articles published in Managing Service
Quality, European Journal of Marketing, and International Journal of Service
Industry Management. Professor Andreassen is the founder and director of
Service Forum, the founder of The Norwegian Customer Satisfaction Barometer
at the Norwegian School of Management, and the founder of the annual
Professor Johan Arndt Marketing Conference.
Dr.
Andreassen has been a Visiting Professor at Owen Graduate School of
Management, Vanderbilt University, USA, University of Maastricht.
NL, and Robert H.
Smith School Business, University of Maryland, and University of Queensland,
Australia. He has received pedagogical training from Vanderbilt University
and Harvard Business School.
EDUCATION
- Post Graduate Doctor of Economics
Stockholm University,
School of Business.
- Graduate Master of Science with honors, BI Norwegian School
of Management
- Major field: International Marketing and Strategy.
- Undergraduate Sivilokonom (1981) Norwegian School of Economics
and Business Administration (NHH)
- Major fields: Marketing, and International Economics
- Harvard Business School, MA: Case Instructor Seminar
- Vanderbilt University, TN: Case Instructor Seminar
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ACADEMIC HONOURS
A) Ph.D.-thesis nominated as
finalist for
- Best Thesis at Stockholm University 1997,
and
- Best Thesis in Sweden 1997 by National
Association of MBAs.
B) Citation of Excellence of Highest
Quality Rating Award by Anbar Electronic Intelligence for two papers:
"Complex Service and Customer Loyalty: The Significance of
Corporate Image on Quality, Customer Satisfaction and Customer Loyalty
for Customers with Varying Degrees of Service Expertise", The
International Journal of Service Industry Management, 1998, Vol. 9, No.
1. Co-authored
with Bodil Lindestad.- "The Principal's and Agents' Contribution
to Customer Loyalty Within an Integrated Service Distribution Channel:
An External Perspective", The European Journal of Marketing, 1997,
no 7, vol. 31. Co-authored
with Even Lanseng.
C) Highly Commended paper Award
Keiningheim, T.L., L. Aksoy, T.W.
Andreassen, B. Coile, B. Wahren (2006): “Call Center Satisfaction and
Customer Retention in a Co-Branded Service Context”, Managing Service
Quality, Vol. 1, No. 3 (May).
Tor W. Andreassen & Line L.
Olsen (2008): "The impact of customers' perception of varying degrees of
customer service on commitment and perceived relative attractiveness"
Managing Service Quality, Vol. 18 No. 4
D) Most Downloaded Articles Top 200” award from Emerald
Literati Network
"Complex Service and Customer Loyalty: The Significance of
Corporate Image on Quality, Customer Satisfaction and Customer”
E) 2007 recipient of the MSI/H.
Paul Root Award for the article that had the most impact on the practice of
marketing (voted by JM’s Editorial Review Board).
Keiningham, T., B. Cooil, T. W.
Andreassen & L. Akzoy (2007): “A Longitudinal Examination of “Net
Promoter” on Firm Revenue Growth”, Journal of Marketing, Vol 71, No 3 (July)
F) Outstanding
(Best) paper Award
·
Timothy L. Keiningham, Bruce Cooil,
Lerzan Aksoy, Tor W. Andreassen,
and Jay Weiner (2007): The Value Of Different Customer Satisfaction And
Loyalty Metrics In Predicting Customer Retention, Recommendation, And
Share-Of-Wallet”, Managing Service Quality, Vol. 17 No. 4,
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· ACADEMIC WORK
EXPERIENCE
- Professor 2007 – BI Norwegian School of Management
- Chair, Department of Marketing, 2006 -
- Associate Dean of Master Programs in Marketing
2006
- Associate Professor, 1998 - 2007: BI Norwegian School of Management
- Assistant Professor, 1993 -1997: BI Norwegian School of Management
- Research Fellow, 1991 - 1993: Norwegian
Institute for Research in Marketing at the Norwegian School
of Management BI
Visiting professor/scholar:
- Visiting Professor, 2004 - 2005: Robert H.
Smith School
of Business, University of
Maryland, MD, USA
- Visiting Scholar August-September 2002: University of Maastricht, Faculty of Economics
and Business Administration
- Visiting Professor, 1998 - 1999: Owen Graduate
School of Management, Vanderbilt University,
Nashville, TN, USA.
- Guest lecturer Ross School of Business, University of Michigan, MI, USA
(March 1992)
- Founder of: Norwegian Customer Satisfaction Barometer.
- Member of Editorial Review Board
- Journal of Marketing, AMA
- Journal of Service Research, Saga Publishing
- International Journal of Service Industry Management, MCB University Press
- Journal of Business Research, Emerald Publishing
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PUBLICATIONS
Refereed Journals
- Andreassen, T. W. &
E. J. Lanseng: ” Service Differentiation: A
Self-Image Congruency Perspective on Brand Building in the
Labor Market” (Forthcoming), Journal of Service Management, Vol 21, No.
2
- Andreassen, T.W., & S. Streukens: “Electronic Word-of-Mouth: Is it Worth Listening to?”, (2009) Managing
Service Quality, Vol. 19 No.3,
- M.D. Johnson, L.L.
Olsen & T.W. Andreassen
(2009): “Joy and disappointment in the hotel experience: managing
relationship segments”, Managing Service Quality, vol 19, No 1, pp 4-30
- Andreassen, Tor W. (2008): “From Products to
Service: the story of a revolution”, Magma (in Norwegian).
- Keiningham, T., Lerzan Aksoy, Bruce Cooil, Tor Wallin Andreassen, and Luke
Williams (2008): ”A Holistic Examination of Net Promoter”, Journal of
Database Marketing and Customer Service Management
- Andreassen, Tor W. & Line L. Olsen, (forthcoming 2008): “Customer Service. Does it matter?”, Journal
of Managing Service Quality, Vol. 18 No. 4, pp 79-90
- Keiningham, T., L. Akzoy, B. Cooil, & T. W. Andreassen : (forthcoming
2008): ” Net Promoter, Recommendations, and Business Performance: A
Clarification and Correction on Morgan and Rego”, Marketing Science.
- Keiningham, T., Lerzan Aksoy, Bruce Cooil, Tor W. Andreassen . (2008),:
“Linking Customer Loyalty to Growth”, MIT Sloan Management Review, Vol
49, No. 4, pp 51-57
- Keiningham, T., Lerzan Aksoy,
Bruce Cooil, & Tor W.
Andreassen: (2008) “The Galileo Effect”, Marketing Management, Vol
17, No 1 (January/February), 48-51
- Lanseng, Even & Tor W. Andreassen (2007): ”Electronic
Healthcare? A Study of Peoples Readiness and Attitude Toward Performing
Self-Diagnosis”
International Journal of Service Industry Management, Vol. 18 No 4,
- Keiningham, T., Bruce
Cooil, Lerzan Aksoy, Tor W. Andreassen, and Jay Weiner (2007): The Value
Of Different Customer Satisfaction And Loyalty Metrics In Predicting
Customer Retention, Recommendation, And Share-Of-Wallet”, Managing
Service Quality, Vol. 17 No. 4,
- Keiningham, Timothy L., B. Cooil, Tor W. Andreassen & Lerzan
Aksoy (2007): ”A Longitudinal Examination of ”Net Promoter” on Firm
Revenue Growth”, Journal of Marketing, July 2007.
·
Keiningheim,
T.L., L. Aksoy, T.W. Andreassen,
B. Coile, B. Wahren (2006): “Call
Center Satisfaction and Customer Retention in a Co-Branded Service Context”, Managing Service Quality, Vol. 1, No. 3 (May)
·
Andreassen,
Tor W., B. Lorentzen,
, and Olsson, U.H, (2006): ”The Impact of
Non-Normality and Estimation Methods in SEM on Satisfaction Research in
Marketing”,
Quality and Quantity. Vol 40, Issue 1 (February), pp38-59
- Kleijnen, M. K. de Ruyter & T.W.Andreassen: “Image Congruence and the Adoption of Service Innovations” Journal
of Service Research, May 2005
- Andreassen, Tor W, (2001): “From Disgust to Delight: Do Consumers Hold a Grudge?”, Journal of
Service Research, Vol 4, No. 1.
- Johnson, M.D., A. Gustafsson, T.W.Andreassen, L.Lervik
& J.Chae, (2001): “The Future of National Customer Satisfaction Index Models”, Journal of
Economic Psychology
- Andreassen, Tor W, (2000): "Antecedents to Satisfaction with Service Recovery", European
Journal of Marketing (No1/2)
- Andreassen, Tor W. & Line
Lervik, (1999): Perceived Relative Attractiveness and Tomorrow as Predictor of
Future Intent., Journal of Service Research, no 4, vol 2,
- Andreassen, Tor W,
(1999): "What Drives Customer Loyalty with Complaint Resolution", Journal of
Service Research, no 2, vol. 2.
- Andreassen, Tor W, & Bodil
Lindestad (1998): "The Impact of Corporate Image in the Formation of Customer
Loyalty", Journal of Service Research, Vol. 1, No. 1
- Andreassen, Tor W, & Bodil
Lindestad (1998): "Customer Loyalty and Complex Services: The Significance of
Quality, Image and Satisfaction on Customer Loyalty", The International
Journal of Service Industry Management, vol. 9, no 1.
- Andreassen, Tor W., & Even
Lanseng (1997): "The Principal's and Agents' Contribution to Customer Loyalty
Within an Integrated Service Distribution Channel: An External
Perspective?", The European Journal of Marketing, no 7, vol. 31.
- Andreassen, Tor W. (1995): "Customer (Dis)Satisfaction with Public Services: The Case
of Public Transportation", Journal of Services Marketing, vol. 9, no 5.
- Andreassen, Tor W. (1995): "Small, High Cost Countries Strategy in Attracting MNCs’
Global Investments", The International Journal of Public Sector Management, vol. 8,
no 3
- Andreassen, Tor W. (1994): "Satisfaction, Loyalty, and Reputation as Indicators of
Customer Orientation in The Public Sector", The
International Journal of Public Sector Management, vol. 7, no 2
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RESEARCH-IN-PROGRESS
- Streukens S. & T.W.
Andreassen: “Frontline Employees’ Personality Traits: customer
preference and the Homophily Effect” , Under review
·
Lanseng,
Even & T.W. Andreassen: “A
Service Dominant Logic for Branding”,
·
Andreassen, Tor W, &
L.L. Olsen. "To
Complain or Not: An Attitudinal Approach"
- Andreassen, T.W., & E. Lanseng: “The Negative Impact on
Brand Equity on Customer Equity: An Empirical Investigation”
- L.L. Olsen, M.D.Johnson & T. W. Andreassen “Rethinking Services: From Transaction
Specific to Cumulative Satisfaction: Antecedents and Consequences”
- Andreassen,
T. W & Sandra Streukens. “Joy at work:
A Hierarchical Analysis of Front Line Employees’ Nested
Relations.” ongoing research.
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BOOKS
- Andreassen,
Tor W. “Customer Relationships: Marketing’s new mandate”
(Kunderelasjoner: Markedsføringens nye økonomiske ansvar),
Universitetsforlaget, 2006, 180p
- Andreassen, Tor W. & Fred Selnes (2001): ”Service
Heroes” (Service Helter ), Stølen Publishing, 175p
- Andreassen, Tor, W. & T. K. Lunde (2001): Public Services: Principals for
increased user focus” (Offentlige tjenester: Prinsipper for økt
brukerfokusering) Norwegian, University Publishing, 250p
- Andreassen, Tor, W. (2000): “Customer Care - Relationship Marketing on the Consumer
Market ” (Kundepleie i praksis: Relasjonsmarkedsføring på
forbrukermarkedet) AdNotam Publishing, 2nd edition, 250p
- Andreassen, Tor, W. (2006): "Service Management” (Serviceledelse), Gyldendal Akademiske
Publishing, 5rd edition, 275p
- Andreassen, Tor, W. (1997): ”Dissatisfaction with Services: The Impact of
Satisfaction with Service Recovery on Corporate Image and Future
Repurchase Intention”, Stockholm
University – School of Business
Research Report 1997:5, 350p
- Andreassen, Tor, W., (1991): "Market Oriented Corporate
Planning ” (Markedsorientert Foretaksplanlegging), Norwegian School
of Management Publishing
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Newspaper articles (in Norwegian)
·
Dagens Næringsliv
1. Hva er det med DnBNOR?
2. Kan vi ta SAS på alvor?
3. Det Vanskelige navnet
4. eCommers: et gode eller onde?
5. Privatisering
- deregulering
·
Aftenposten
1. Offentlige tjenester: er det
håp?
2. Tanker
om finansfusjoner
3. Globaliseringens
utfordringer
OTHER WORK EXPERIENCE
- 1988 - Management Consultant, TWA
Consultant
- 1986 - 1988: VP New Business Development, EGM Publishing
- Orkla Group
- 1984 - 1986: VP Sales, Fjerndata
- 1982 - 1984: Sales Manager, Execucom Norway
- 1981 - 1982: Financial Analyst, Aker Group head
office
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COURSES TAUGHT
Graduate School
- Service Management/ CRM. MBA,
- Marketing Management, EMBA
- MarkStrat 3/Brand Management, MBA
- Service Marketing. MSc (Master of Science)
Executive School
- Strategic Marketing
- Customer Relationship Management,
- eService.
- Government Services
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