- Aarhus, Midtjylland, Denmark
Jacob Eskildsen
Aarhus University, AU Herning, Faculty Member
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Disclaimer/Klachtenregeling Meent u dat de digitale beschikbaarstelling van bepaald materiaal inbreuk maakt op enig recht dat u toekomt of uw (privacy)belangen schaadt, dan kunt u dit onderbouwd aan de Universiteitsbibliotheek laten... more
Disclaimer/Klachtenregeling Meent u dat de digitale beschikbaarstelling van bepaald materiaal inbreuk maakt op enig recht dat u toekomt of uw (privacy)belangen schaadt, dan kunt u dit onderbouwd aan de Universiteitsbibliotheek laten weten. Bij een gegronde klacht zal de ...
Research Interests: Business, Nursing, Labour Economics, Labor Market, Minimum Wage, and 3 moreNurses, Low Wage Work, and Wage
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... Page 2. MEASURING STUDENT ORIENTED QUALITY IN HIGHER EDUCATION372 1. Introduction Total Quality Management spreads from business to education. Many highereducation institutions have been stimulated and influenced by a total quality... more
... Page 2. MEASURING STUDENT ORIENTED QUALITY IN HIGHER EDUCATION372 1. Introduction Total Quality Management spreads from business to education. Many highereducation institutions have been stimulated and influenced by a total quality framework for both ...
An empirical study of the determinants of absenteeism in a large Danish bank is performed. The study is based on information from approx. 7,000 employees in 500 different units. Based on a review of the absence literature a model... more
An empirical study of the determinants of absenteeism in a large Danish bank is performed. The study is based on information from approx. 7,000 employees in 500 different units. Based on a review of the absence literature a model combining the psychological and economic approaches to absence studies is constructed. The model is based on hedonic theory and uses the
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This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of... more
This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations, six assumptions are developed and tested.
Research Interests: Business, Marketing, Customer Satisfaction, Customer Loyalty, Customer equity, and 11 moreCustomer Retention, Social Science Research Network, Business and Management, Customer Delight, Customer Intelligence, Total Quality Management, Customer Profitability, Loyalty, Customer Advocacy, Indexation, and customer to customer
This paper examines the weight structure of the EFQM excellence model. This is done through a survey among 756 chief executive officers from Danish companies who responded to a self‐assessment questionnaire. The data from this survey have... more
This paper examines the weight structure of the EFQM excellence model. This is done through a survey among 756 chief executive officers from Danish companies who responded to a self‐assessment questionnaire. The data from this survey have been analysed through factor score regression based on confirmatory factor analysis on 5,000 bootstrapped samples. The analysis shows that the perceived criterion weights vary from the current allocation in the EFQM excellence model. This deviation is so substantial that the allocation of weights between the enabler and the result block vary considerably from the actual allocation in the EFQM excellence model. Furthermore, it seems as if Danish companies perceive the enabler criteria as equally important but this is not the case for the result criteria.
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ABSTRACT The popularity of the EPSI Rating framework has grown considerably over the last few years and more and more companies are using this sort of information in their strategic planning process. The primary result of interest for... more
ABSTRACT The popularity of the EPSI Rating framework has grown considerably over the last few years and more and more companies are using this sort of information in their strategic planning process. The primary result of interest for businesses is the level of the seven indices in the EPSI Rating framework values and we know quite a lot about the behavior of the EPSI Rating framework with respect to the index values (Fornell, 1992; Fornell et al., 1996; Eskildsen et al., 1999, 2003; Kristensen et al., 2001; Juhl et al., 2002; Selivanova et al., 2002; Eskildsen et al., 2003; Kristensen & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative.
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ABSTRACT This paper analyses the penetration and effect of some of the emerging holistic reporting systems. The analysis is carried out on self-assessment survey data from The Danish Excellence Index collected in 1998, 1999 and 2000. The... more
ABSTRACT This paper analyses the penetration and effect of some of the emerging holistic reporting systems. The analysis is carried out on self-assessment survey data from The Danish Excellence Index collected in 1998, 1999 and 2000. The overall results show that approximately 40% of all Danish companies use some sort of holistic reporting system and that the figure has been constantly increasing in the time span. Furthermore the penetration is increasing with company size. The data from 1998 to 2000 also shows that improvements have taken place in the Danish business community. When it comes to individual reporting systems, the analysis shows that only The EFQM Excellence Model or The Balanced Scorecard has an effect on financial performance in general. When it comes to small companies only The Balanced Scorecard has an effect on financial performance.
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In this chapter we focus on design of PLS structural equation model- ing with respect to satisfaction studies in general. Previous studies have found the PLS technique to be affected by things as the skewness of manifest variables, mul-... more
In this chapter we focus on design of PLS structural equation model- ing with respect to satisfaction studies in general. Previous studies have found the PLS technique to be affected by things as the skewness of manifest variables, mul- ticollinearity between latent variables, misspecification, question order, sample size as well as the size of the path coefficients (Cassel et al. 1999; Auh et al. 2003; Eskildsen and Kristensen 2005; Kristensen and Eskildsen 2005a,b). In this chapter we expand on these contributions in order to provide the reader with recommenda- tions on all aspects included in designing PLS-based satisfaction studies. The recommendations are based on an empirical PLS project conducted at the Aarhus School of Business, Center for Corporate Performance. Within this project five different studies have been conducted that cover a variety of aspects of design- ing PLS-based satisfaction studies. The data used in subsequent sections comes from a variety of sources. In relation to the empirical PLS project at the Aarhus School off Business the following five different studies have been conducted: � Scale study � Empirical experiment � Simulation study - data collection � Simulation study - missing values � Empirical study of model specification for a customer satisfaction model
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Research Interests: Business and Excellence
Historical development of models and criteria supporting major international quality awards is driven more by continuous or incremental improvement than by breakthrough improvement. This has been the case in particular relative the most... more
Historical development of models and criteria supporting major international quality awards is driven more by continuous or incremental improvement than by breakthrough improvement. This has been the case in particular relative the most enduring such awards - the European Foundation for Quality Management (EFQM) Business Excellence Award, America’s Baldrige National Quality Award for Performance Excellence (MBNQA), and the Shingo Prize for Operational Excellence. In possible contrast are initiatives such as the United Nations Sustainable Development Goals (UN SDGs) and the imputed urgency for improvement, innovation and change associated with these, due in large to the sheer scope and magnitude of change needed – especially with respect to societal or environmental challenges. While sufficiently rapid iteration across a large enough number of cycles has the potential of rivaling the magnitude of innovation attained through a focus on breakthrough improvement, such an approach is unl...
This study focuses on how collaborative organizing is achieved in a natural-resource commons, organized as an actor-oriented structure. In a framed field experiment, teams of Maasai livestock owners played a board game related to... more
This study focuses on how collaborative organizing is achieved in a natural-resource commons, organized as an actor-oriented structure. In a framed field experiment, teams of Maasai livestock owners played a board game related to sustainable usage and preservation of a commons (in this case, grazing areas). We examine team decisions over time and draw inferences about the difference between two information infrastructures: one that enables learning about the ecosystem and one that enables shared situational awareness. We also examine the effectiveness of these information infrastructures in obtaining sustainable usage and preservation of a commons, finding that participants who are subjected to an information infrastructure that enables shared situational awareness are more effective than those subjected to an information infrastructure that only enables learning about the ecosystem. This, we argue, is because shared situational awareness enables members to address their interdepend...
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We examine how collaborative action develops in a natural resource commons, organized as an actor-oriented structure. In a framed field experiment, teams of Maasai livestock owners played a board g...
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Objective The aim of this study is to investigate the association between emergency department (ED) organizational models and the risk of death within 7 days of ED discharge. Patients and methods We included Danish ED discharges between 1... more
Objective The aim of this study is to investigate the association between emergency department (ED) organizational models and the risk of death within 7 days of ED discharge. Patients and methods We included Danish ED discharges between 1 January 2011 and 24 December 2014 that led to death within 7 days of discharge. The inclusion criterion was age older than 18 years. The exclusion criterion was further in-hospital admission. First model (Virtual): other departments employ interns who perform ED tasks. They are responsible for ED patient care and prioritize their task order between their own department and the ED. Second model (Hybrid): the ED/other departments perform tasks; interns/consultants are employed by the ED/other departments. The ED/other departments have patient care responsibility. Third model (Independent): the ED performs all tasks; employs interns/consultants; and have patient care responsibility. Sex, age, Charlson Comorbidity Index score, and primary diagnosis wer...
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Purpose This paper aims to develop a strategy model which explains what organisations should focus on in their strategy work, both in terms of the environment and how the strategy is implemented. In addition, the purpose is to demonstrate... more
Purpose This paper aims to develop a strategy model which explains what organisations should focus on in their strategy work, both in terms of the environment and how the strategy is implemented. In addition, the purpose is to demonstrate how this can influence and improve the organisations’ performance. Design/methodology/approach The study uses different state-of-the-art strategy approaches to create and validate a solid and causal strategy model, which was validated by making use of a questionnaire. Findings The nature of strategy is complex, and organisations are indeed facing more complex tasks which require that internal resources are available to meet the environmental demands, develop an effective strategy for today and tomorrow, implement the strategy and execute the action plans. A model consisting of five areas divided up in strategy content (productivity, flexibility and innovation) and strategy process (execution and culture) has been validated, and the empirical result...
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A measurement system for business excellence is introduced. In what follows the development of this index is described and the first results obtained in Denmark in 1998, 1999 and 2000 are shown. Data and results from a similar study done... more
A measurement system for business excellence is introduced. In what follows the development of this index is described and the first results obtained in Denmark in 1998, 1999 and 2000 are shown. Data and results from a similar study done in Sweden in year 2000 are also described. The presentation includes a discussion of the stability of the model across years for a given country and a discussion of the stability of the model across the two nations represented by Denmark and Sweden. Information about actual financial results for the companies is included and the paper discusses the possibility of using results from the Business Excellence Model as a proxy for actual financial results in Sweden and Denmark.
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Purpose This paper aims to address the nature of sustainable enterprise excellence, what it is, its enablers and specific manifestations. Design/methodology/approach A sweeping model of sustainable enterprise excellence, resilience and... more
Purpose This paper aims to address the nature of sustainable enterprise excellence, what it is, its enablers and specific manifestations. Design/methodology/approach A sweeping model of sustainable enterprise excellence, resilience and robustness is introduced, along with its enablers. Among enablers, supply-chain proficiency, vertical trust, distributed leadership and neuropsychological measurement are cited. A method of strategy modeling is introduced that, if rigorously pursued, will improve enterprise strategy and, hence, also opportunity for better subsequent performance and impacts. Similarly, an approach for strategic alignment in a large, multi-level enterprise is presented. Findings There are many paths toward sustainable enterprise excellence. Regardless of the path, this anticipates enterprise pursuit of socially equitable, environmentally responsible and economically sound performance and impacts. Practical implications The present is the Anthropocene age, an era fraught...
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In conducting full‐scale implementation of a total quality management programme an organization's success will depend on how well it can answer two basic questions: ‘where are we now?’ and ‘how do we proceed?’. A quantitative... more
In conducting full‐scale implementation of a total quality management programme an organization's success will depend on how well it can answer two basic questions: ‘where are we now?’ and ‘how do we proceed?’. A quantitative measurement tool developed at Aarhus School of Business and used by a major European corporation gives management an instrument to gauge its level of business excellence and identify important opportunities for improvement.
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Purpose: Sustainable Enterprise Excellence or SEE weds core elements of corporate governance, sustainability, and enterprise excellence with the goal of advancing organizational progress toward the asymptotic objective of being... more
Purpose: Sustainable Enterprise Excellence or SEE weds core elements of corporate governance, sustainability, and enterprise excellence with the goal of advancing organizational progress toward the asymptotic objective of being continuously relevant and responsible. There are many possible enablers of and approaches to SEE realization. Innovation is among such critical enablers so that the role of innovation in SEE and a process for embedding innovation in the enterprise are explored. Use of innovation to integrate sustainability and enterprise excellence is particularly emphasized. Methodology & Approach: Two types of innovation are especially relevant to sustainable enter-prise excellence: innovation for sustainability and sustainable innovation. The first of these focuses on targets of innovation with sustainability at their core, particularly with respect to environmental or social dimensions of sustainability. The second of these, sustainable innovation, is concerned with creat...
Several techniques have emerged for identifying segments in Partial Least Squares. Among these are FIMIX-PLS, PLS-TPM and REBUS-PLS. This study focuses on the latest development, REBUS-PLS, and the performance of this algorithm... more
Several techniques have emerged for identifying segments in Partial Least Squares. Among these are FIMIX-PLS, PLS-TPM and REBUS-PLS. This study focuses on the latest development, REBUS-PLS, and the performance of this algorithm conditioned on the following five factors: number of segments, root mean squared difference between local models, indicator reliability, structural model specification error and the number of manifest indicators in each block. The study shows that overall the REBUS-PLS algorithm is able to find the solution when the reliability of the indicators is high and the structural model specification error is low. These two factors are thus the ones that truly define the quality of a REBUS-PLS solution, although the other factors also play a role.
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I de seneste artier er der opstaet flere og flere ledelsesmodeller (kvalitetsprismodeller, ISO 9000, Balanced Scorecard etc.) som virksomheder kan anvende til at opna en konkurrencemaessig fordel gennem forbedring af forretningsgangene.... more
I de seneste artier er der opstaet flere og flere ledelsesmodeller (kvalitetsprismodeller, ISO 9000, Balanced Scorecard etc.) som virksomheder kan anvende til at opna en konkurrencemaessig fordel gennem forbedring af forretningsgangene. Rationalet bag de fleste af modellerne er, at der er en arsagssammenhaeng mellem stakeholdertilfredshed (medarbejdere, kunder, ejere etc.) og virksomhedens finansielle resultater, og at modellen kan hjaelpe virksomheden med at kapitalisere sammenhaengen. Artiklen fokuserer pa en sammenligning mellem virksomheder, der anvender en given ledelsesmodel, og de virksomheder der ikke gor. I den empiriske del indledes med en beskrivelse af udviklingen i anvendelsen af ledelsesmodeller i den private sektor i Danmark baseret pa data fra Dansk Excellence Index. Denne beskrivelse fokuserer pa den overordnede udvikling i anvendelse samt eventuelle forskelle med hensyn til branche og virksomhedsstorrelse. Desuden omhandler artiklen konsekvenserne af en raekke ovri...
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CHAPTER 6 The Upgrading of the Skills of Nursing Assistants and Cleaning Staff in the Danish Public-Sector Hospitals Jacob K. Eskildsen and Ann ... While attending a training course, a worker under the age of twenty-five gets a grant from... more
CHAPTER 6 The Upgrading of the Skills of Nursing Assistants and Cleaning Staff in the Danish Public-Sector Hospitals Jacob K. Eskildsen and Ann ... While attending a training course, a worker under the age of twenty-five gets a grant from the State Education Grant and Loan ...