Line Lervik-Olsen

Line Lervik-Olsen is a Professor of Marketing at BI Norwegian Business School and Head of the Department of Marketing. She holds a Ph.D. in Marketing from BI Norwegian Business School and completed a visiting Ph.D. at the University of Michigan Business School. Her expertise spans service marketing, strategic marketing, and innovation, with a focus on consumer behavior, customer satisfaction, and complaint management.

She leads the Norwegian Customer Satisfaction Barometer and serves as Research Director for the Norwegian Innovation Index at NHH’s Center for Service Innovation. Her work emphasizes customer-centric innovation and the intersection of technology, sustainability, and service quality.

Lervik-Olsen teaches service marketing and strategic marketing at BI, blending academic rigor with practical industry insights. Her research has addressed topics like compulsive social media use, emotional dynamics in service encounters, and balancing digital/social innovation strategies. She has authored books on service and innovation, and her work appears in journals such as Journal of Service Research and European Journal of Marketing.

Her contributions extend to media commentary on consumer trends, digital transformation, and corporate responsibility. Lervik-Olsen’s research methodology emphasizes actionable insights for businesses, particularly in leveraging customer feedback to drive innovation and improve service experiences.