Disclaimer/Klachtenregeling Meent u dat de digitale beschikbaarstelling van bepaald materiaal inb... 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 ...
... Page 2. MEASURING STUDENT ORIENTED QUALITY IN HIGHER EDUCATION372 1. Introduction Total Quali... 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 st... 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
Total quality management & business excellence, Aug 1, 2008
This paper analyses the relationship between customer satisfaction, customer loyalty and the futu... 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.
International Journal of Quality & Reliability Management, Nov 1, 2001
This paper examines the weight structure of the EFQM excellence model. This is done through a sur... 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.
Total quality management & business excellence, Feb 21, 2007
ABSTRACT The popularity of the EPSI Rating framework has grown considerably over the last few yea... 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.
International Journal of Business Performance Management, 2003
ABSTRACT This paper analyses the penetration and effect of some of the emerging holistic reportin... 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.
In this chapter we focus on design of PLS structural equation model- ing with respect to satisfac... 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
European Conference on Innovation and Entrepreneurship
Historical development of models and criteria supporting major international quality awards is dr... 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, org... 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...
Disclaimer/Klachtenregeling Meent u dat de digitale beschikbaarstelling van bepaald materiaal inb... 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 ...
... Page 2. MEASURING STUDENT ORIENTED QUALITY IN HIGHER EDUCATION372 1. Introduction Total Quali... 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 st... 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
Total quality management & business excellence, Aug 1, 2008
This paper analyses the relationship between customer satisfaction, customer loyalty and the futu... 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.
International Journal of Quality & Reliability Management, Nov 1, 2001
This paper examines the weight structure of the EFQM excellence model. This is done through a sur... 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.
Total quality management & business excellence, Feb 21, 2007
ABSTRACT The popularity of the EPSI Rating framework has grown considerably over the last few yea... 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.
International Journal of Business Performance Management, 2003
ABSTRACT This paper analyses the penetration and effect of some of the emerging holistic reportin... 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.
In this chapter we focus on design of PLS structural equation model- ing with respect to satisfac... 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
European Conference on Innovation and Entrepreneurship
Historical development of models and criteria supporting major international quality awards is dr... 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, org... 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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Papers by Jacob Eskildsen