Papers by Jacob Eskildsen
The Tqm Journal, Jun 15, 2010
Purpose-This paper aims to focus on the relationship between job satisfaction and national cultur... more Purpose-This paper aims to focus on the relationship between job satisfaction and national culture. Many studies have reported differences in job satisfaction between countries but none has included national culture as a mediating variable. The paper seeks to attempt to do exactly that by relating data from the European Employee Indexe to Hofstede's national scores on five dimensions of national culture. Design/methodology/approach-The analysis covers 22 nations with a job satisfaction sample size of more than 25,000 respondents. The satisfaction data are subsequently related to Hofstede's national scores on five dimensions of national culture. Findings-The analysis demonstrates that national culture does influence the result of job satisfaction studies. Research limitations/implications-It is important to note that the managerial implications of these findings are limited to some extent. A multinational company conducting job satisfaction studies in different national settings cannot influence the scores on the cultural dimensions. There are no managerial actions that can be taken to eliminate the influence that national culture has on a job satisfaction study. Practical implications-The managerial consequences are that it is virtually meaningless to compare the results from a cross-national job satisfaction study without considering the impact that national culture has on the results. It would be much better to follow Deming's advice on performance appraisal. According to this organizational units from different cultures should be evaluated in relation to their ability to improve job satisfaction instead of being compared without taking national culture into account. Originality/value-The paper gives a theoretical explanation for the influence that national culture has on national job satisfaction levels as well as on other evaluations of job-related aspects and confirms the theoretical considerations through empirical analyses.
CHAPTER 6 The Upgrading of the Skills of Nursing Assistants and Cleaning Staff in the Danish Publ... 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 ...
Journal of Positive Management, May 21, 2011
Total quality management & business excellence, May 1, 2009
The Quality Management Journal, 2012
Business Process Management Journal, Oct 1, 2004
Based on a review of the literature within the field of job satisfaction and organizational commi... more Based on a review of the literature within the field of job satisfaction and organizational commitment this paper proposes a generic model for measuring employee perceptions. The model consists of seven latent constructs operationalised through 29 manifest indicators. This model is subsequently tested on data from a questionnaire survey to which approximately 9,600 employees from the Nordic countries responded. The statistical technique applied for this analysis is partial least squares (PLS), which is well suited for structural equation modelling when the focus is on prediction. The results support the structure of the suggested generic model but reveals differences between the Nordic countries with regard to strength of the relationships as well as the average case value of the seven latent constructs.
Employee Relations, Apr 1, 2004
This paper studies differences in job satisfaction and intrinsic work motivation between employee... more This paper studies differences in job satisfaction and intrinsic work motivation between employees with different characteristics. Based on a study of the literature assumptions regarding these differences are developed and tested on data from a survey in the Nordic countries. In this survey 9,623 employees from randomly selected households in the Nordic countries participated. Among the findings are that Danish workers were found to be the most satisfied and that there is no difference between the genders with respect to job satisfaction in the Nordic countries.
... you need to manage customer loyalty. Reichhelds claims were immediately criticized by Kristen... more ... you need to manage customer loyalty. Reichhelds claims were immediately criticized by Kristensen and Westlund and Morgan and Rego [2, 3] and subsequently by many others [4-15]. The NPS has however gained popularity ...
... you need to manage customer loyalty. Reichhelds claims were immediately criticized by Kristen... more ... you need to manage customer loyalty. Reichhelds claims were immediately criticized by Kristensen and Westlund and Morgan and Rego [2, 3] and subsequently by many others [4-15]. The NPS has however gained popularity ...
International Urogynecology Journal, Jun 2, 2017
Introduction and hypothesis Surgical work encompasses important aspects of personal and manual sk... more Introduction and hypothesis Surgical work encompasses important aspects of personal and manual skills. In major surgery, there is a positive correlation between surgical experience and results. For pelvic organ prolapse (POP), this relationship has to our knowledge never been examined. In any clinical practice, there is always a certain proportion of inexperienced surgeons. In Sweden, most prolapse surgeons have little experience in performing prolapse operations, 74% conducting the procedure once a month or less. Simultaneously, surgery for POP globally has failure rates of 25-30%. In other words, for most surgeons, the operation is a low-frequency procedure, and outcomes are unsatisfactory. The aim of this study was to clarify the acceptability of having a high proportion of low-volume surgeons in the management of POP. Methods A group of 14,676 exclusively primary anterior or posterior repair patients was assessed. Data were analyzed by logistic regression and as a group analysis. Results Experienced surgeons had shorter operation times and hospital stays. Surgical experience did not affect surgical or patient-reported complication rates, organ damage, reoperation, rehospitalization, or patient satisfaction, nor did it improve patient-reported failure rates 1 year after surgery. Assistant experience, similarly, had no effect on the outcome of the operation. Conclusions A management model for isolated anterior or posterior POP surgery that includes a high proportion of low-volume surgeons does not have a negative impact on the quality or outcome of anterior or posterior colporrhaphy. Consequently, the high recurrence rate was not due to insufficient experience of the surgeons performing the operation.
International Journal of Productivity and Performance Management, 2006
Customer satisfaction and customer loyalty have become very important concepts in modern manageme... more Customer satisfaction and customer loyalty have become very important concepts in modern management and quality models. A number of measurement frameworks have been proposed, and especially the American Customer Satisfaction Index and its European counterpart, EPSI Rating, have been accepted as good solutions. In 2003, however, Reichheld published an article in HBR, in which he claims that the Net Promoter
International Urogynecology Journal, Dec 13, 2017
International Urogynecology Journal, Oct 20, 2018
Introduction and hypothesis Surgical mesh can reinforce damaged biological structures in operatio... more Introduction and hypothesis Surgical mesh can reinforce damaged biological structures in operations for genital organ prolapse. When a method is new, scientific information is often contradictory. Individual surgeons may accept different observations as useful, resulting in conflicting treatment strategies. Additional scientific information should lead to increasing convergence. Methods Based on data from the Swedish National Quality Register of Gynecological Surgery, all patients who underwent their first recurrent anterior compartment prolapse operation between 2006 and 2017 were included (2758 patients). Surgical mesh was used in 56.5%. We analyzed inter-county disparities in and patterns of mesh use over 12 years. To minimize confounding, we selected a group of highly comparable patients where similar decision patterns could be expected. Results The use of mesh differed between counties by a factor of 11 (8.6-95.3%). Counties with low use of mesh continued with low use and counties with high use continued with high use. Conclusions Decisions regarding how to interpret existing scientific information about mesh implants in the early years of mesh use have led to Bcommunities of practice^highly influenced by geographical factors. For 12 years, these groups have made disparate decisions and upheld them without measurable change toward consensus. The scientific learning process has stoppeddespite the abundance of new publications and the steady supply of new types of mesh. Ongoing disparity in surgeons' choices in comparable patients has an adverse effect on clinical care. For the patient, this represents 12 years of a geographical lottery concerning whether mesh is used or not.
The Net Promoter Score (NPS) has gained popularity and is now used by many companies as an indica... more The Net Promoter Score (NPS) has gained popularity and is now used by many companies as an indicator of customer loyalty. We claim that the NPS is an inaccurate of customer loyalty and that the conclusions derived from the NPS are heavily influenced by gender differences with respect to the underlying distribution of the data. In order to verify our
Employee Relations, Nov 29, 2006
Journal of Marketing Communications, Apr 1, 2010
Nutrition-oriented public health campaigns – both communication and intervention initiatives – of... more Nutrition-oriented public health campaigns – both communication and intervention initiatives – often target particular demographic groups, for example schoolchildren, adults at workplaces, older women, presuming that the members of these groups are homogenous with respect to healthy eating. Although such practice may be justifiable from the practical point of view, it is unclear how effective these implicit segmentations are. In this study the authors argue that it is important to transcend demographic boundaries and to further segment demographic groups. A study with 13–15-year-old adolescents is used to prove that segmentation generates valuable insights for planning promotion of healthy eating. Four types of predictive segmentation models are compared – a one-segment model, an a-priori segmentation based on demographic variables, an a-priori segmentation based on behavioural variables and a post-hoc segmentation. The results of the study show that it is useful and also ethical to differentiate people using segmentation methods, since it facilitates reaching more vulnerable segments of society that in general resist change. It also demonstrates that post-hoc segmentation is more helpful for designing healthy eating campaigns.
The Tqm Journal, Mar 4, 2014
Purpose – In 2003 Reichheld published an article in HBR, in which he claims that the net promoter... more Purpose – In 2003 Reichheld published an article in HBR, in which he claims that the net promoter score (NPS), is the only number you need to grow, and the only number you need to manage customer loyalty. The purpose of this paper is to demonstrate that the NPS is inferior to the standard measures of loyalty used by the American Customer Satisfaction Index (ACSI) and EPSI rating. Design/methodology/approach – In 2006 a customer satisfaction survey of the entire insurance sector in Denmark was conducted. The survey design was based on the questionnaires from EPSI rating and ACSI supplemented with insurance-specific questions, consumer sentiment questions and the basic Net Promoter Question. The sample consists of approximately 2,000 observations. Findings – The analyses presented in this paper show that the NPS it not what it claims to be: the one number you need to grow. The NPS is found to be a very poor predictor of both customer loyalty and customer satisfaction. The measure is very sensitive to changes in the underlying distribution, and finally the precision of the NPS was found to be low compared to other measures of loyalty, and it is not possible to predict the NPS categorization and hence it is hard to say precisely, how organizations can influence corporate growth based on the NPS. Research limitations/implications – The analysis is only conducted on data collected in a Danish business-to-consumer setting. More research is needed to shed light on the performance of the NPS across cultures as well as in a business-to-business setting. Practical implications – The paper demonstrates the dangers of using the NPS as an input to managerial decision making. Organizations are far better off using a standard customer loyalty measure such as those employed by the ACSI or EPSI instead of the NPS. Originality/value – Previous studies of the NPS have not replicated the methodology directly. Either there have been differences in scale length or in wording. The authors have constructed an experiment in the Danish insurance industry that answers some of the questions concerning the NPS without the shortcomings that most of the previous studies have suffered from.
Total quality management, Jul 1, 1998
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Papers by Jacob Eskildsen