Kompetanseprofil: Sander Sværi
Førsteamanuensis i Tjenestemarkedsføring
Nøkkelkvalifikasjoner
• Forbrukeradferd
• Markedsføring
• Reiseliv
• Service
Arbeidserfaring
2010-dd : Markedshøyskolen (MH)
 Prorektor
2010-dd : Service Logic
 Partner
2011: Høgskolen i Finnmark
 Undervisning i Markedsføring, undervisning i destinasjonsutvikling
2007-2010- : Markedshøyskolen (MH)
• Fagansvarlig Reiseliv
• Instituttleder, Institutt for reiseliv
• Kursansvarlig Internasjonalisering og reiselivstrender, Kursansvarlig Forskningsmetode
2001-2007 : Norsk Reiselivshøyskole (NRH)
• Studieløpsansvarlig, Reiseliv og Relasjonsledelse
• Foreleser Internasjonal markedsføring, Forskningsmetode og Markedsplanlegging
2000- : OMH Business School (OMH)
• Foreleser i Forskningsmetode, Relasjonsmarkedsføring, Forbrukeradferd, Markedsplanlegging, og
Markedsføringskanaler (distribusjon)
Publikasjoner
Publiserte og aksepterte vitenskapelige artikler:
1. Petzer, Meyer, Svari, and Svensson (2012) “Service Receivers’ Negative Emotions in
Airline and Hospital Service Settings”. Journal of Services Marketing. Vol 26, No 7
2. Sværi S, Svennson G, Slåtten T and Edvardsson B (2011) An SOS-Construct of Negative
Emotions in Customers’ Service Experience (CSE) and Firms’ Service Recovery (FSR) in
the Norwegian Tourism Industry, Journal of Services Marketing, Vol 25, No. 5
3. Slåtten, T., Svensson, G., and Sværi S. (2011) “Empowering leadership and the influence
of a humorous work climate on service employees’ creativity and innovative behaviour in
frontline service jobs”, International Journal of Quality and Service Sciences. Vol. 3 No. 3
4. Slåtten T, Svennson G. and Sværi S (2011) “Service quality and turnover intentions as
perceived by employees. Antecedents and consequences” Personell Review Vol. 40 no 2
5. Sværi S, Svensson G, Slåtten T, and Edvardsson B (2010) A DIP-Construct of Perceived
Justice in Negative Service Encounters and Complaint Handling in the Norwegian Tourism
Industry, Managing Service Quality, Vol. 20 No.1
6. Svensson, G., Sværi, S. and Einarsen, K. (2009), “Scientific Identity’ of Scholarly Journals
in Hospitality and Tourism Research: Review and Evaluation”, International Journal of
Hospitality Management, Vol. 28, pp. 631-634.
7. Svensson G, Sværi S, Einarsen K, (2009) “Empirical characteristics’ of scholarly journals
in hospitality and tourism research: An assessment”, International Journal of Hospitality
Management, Vol. 28, No.3, pp. 479-483
8. Slåtten, T., Mehmetoglu, M., Svensson, G. and Sværi, S. (2009), ”Atmospheric
Experiences That Emotionally Touch Customers - A Case Study from a Winter Park”,
Managing Service Quality, Vol. 19, No. 6, pp. 721-746.
9. Sander S, (2005) “Why consumer characteristics have an impact on attitude”, Services
Systems and Services Management. Vol. 1, pp 250 – 253*
* From: Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference
Artikler under arbeid
1. Sværi and Olsen, “Blaming Yourself or Others? The Role of Emotions in Customer Complaint
Behavior
2. Christine F Meyer, C.F, Petzer D.J., Svaeri, S, Svensson, G, “Perceived Justice in South
African Airline and Hospital Industries: Measurement Model”,
3. Sander Sværi og Bård Tronvoll, “Pre Complaint Behavior in Negative Service Encounters –
The role of Empathy”.
4. Sværi, “Do’s and Don’ts in Negative Service Encounters- Insights from a hundred angry airline
Passengers”
Bøker, publisert
1. Døving og Svensson (2010) Leksjoner i markedsvitenskap, Abstrakt forlag; Kapittel 9:
Rettferdighet og følelser i tjenestemøtet.
2. Ellingsen, Kristen Albert og Mehmetoglu, Mehmet (2005), Perspektiver på markedsføring av
reiseliv, Fagbokforlaget; Kapittel om forbrukeradferd
Bøker, under arbeid
1. Døving og Svensson, Abstrakt forlag; Kapittel ?: Servicelogikkens historie.
Konferansebidrag:
1. Svaeri, Petzer, Meyer, , and Svensson (2011) “Emotional Responses to Negative Service
Encounters with Airlines and Hospitals in South Africa” QUIS12th International Research
Symposium on Service Excellence in Management, June 2-5, Center for Hospitality Research,
Cornell University, Ithaca, New York, USA,
2. Svaeri and Olsen (2010) The Role of Emotions in Customer Complaint Behavior, Johan Arndts
markedsføringskonferanse, June 7- 8, Hønefoss, Norway
3. Svaeri and Svensson (2010) “A Conceptual Framework of Perceived Justice in Negative Service
Encounters and Complaint Handling: A Process Perspective“, EIRASS 17th International
Conference on Recent Advances in Retailing and Consumer Services Science, July 2 –5,
Istanbul, Turkey
4. Svaeri and Svensson (2010) “Customer Reactions to Unjust Service Encounters:Antecedents and
Effects of Negative Emotions in the Tourism and Hospitality Industry“, EIRASS 17th International
Conference on Recent Advances in Retailing and Consumer Services Science, July 2 –5,
Istanbul, Turkey
5. Svaeri S, Svensson G and Slåtten T (2009) “Customers’ service experience and firms’ service
recovery: A study of negative emotions in the Norwegian tourism industry“, World Marketing
Congress, Oslo, Norway
6. Svensson, G. and Sværi, S. (2009) “Logistics Journals – An Examination of Longitudinal
Characteristics“, EIRASS 16th International Conference on Recent Advances in Retailing and
Consumer Services Science, July 6 –9, Niagara Falls, Ontario, Canada
7. Svaeri S and Svensson, G. (2009) “Tourism Journals – An Examination of Longitudinal
Characteristics“, EIRASS 16th International Conference on Recent Advances in Retailing and
Consumer Services Science, July 6 –9, Niagara Falls, Ontario, Canada
8. Tronvoll, B., Slåtten, T., Svensson, G. and Sværi, S (2008), ”Scientific Identity in Top Journals
of Logistics: A Review”, 15th International Conference on Recent Advances in Retailing and
Services Science, July 14-17, Zagreb, Croatia.
9. Slåtten, T., Tronvoll, B., Svensson, G. and Sværi, S. (2008), ”Empirical Characteristics in Top
Journals of Logistics: An Assessment”, 15th International Conference on Recent Advances in
Retailing and Services Science, July 14-17, Zagreb, Croatia.
10. Slåtten, T., Sværi, S. and Svensson, G. and Edvardsson, B. (2008), ”Negative Emotions in
Customers' Service Experience and Firms' Service Recovery in the Norwegian Tourism
Industry”, SERVSIG International Research Conference, June 5-7, Liverpool, UK.
11. Sværi, S., Einarsen, K. and Svensson, G. (2008), ”Scientific Identity in Journals of Tourism
and Hospitality: An Investigation”, 15th International Conference on Recent Advances in
Retailing and Services Science, July 14-17, Zagreb, Croatia
12. Sværi, S., Einarsen, K. and Svensson, G. (2008), ”Empirical Characteristics in Journals of
Tourism and Hospitality: An Examination”, 15th International Conference on Recent Advances
in Retailing and Services Science, July 14-17, Zagreb, Croatia.
13. Sværi (2004) “The role of Consumer Characteristics in E-Services” The Second IEEE
Conference on Service Systems and Service Management, June 13-15, Chongqing University ,
China
Jeg underviser i
• Fag på samtlige av våre bachelorløp innen Metode, Reiseliv og Markedsføring
• Følgende emner: Markedsundersøkelser, Internasjonal markedsføring og Reiselivstrender