Håndtering av kundeklager with Rutger van Oest, Magma, (in Norwegian)


Interaction Orientation and Complaint Handling: Implications for Building Customer Equity with Girish Ramani, The Handbook of Customer Equity, V. Kumar and Denish Shah, Eds. 

Unplanned Buying on Shopping Trips, with David R. Bell and Daniel Corsten, Marketing Science Institute Working Paper, 10-109.

The Power of Planned Uncertainty, with David R. Bell and Daniel CorstenInternational Commerce Review, 8 (1), 56-64.