Department of Management

Jacob Kjær Eskildsen

PhD, Head of Department

Profile photo

Jacob Kjær Eskildsen

Head of Department

  • Department of Management
Postal address:
Fuglesangs Allé 4
2628, M325
8210
Aarhus V
Denmark

Email: eskildsen@mgmt.au.dk

Mobile: +4531608100

Phone: +4531608100

Research Management Experience

• Work group chair, 2013 World Summit on Big Data and Organization Design, Sorbonne , Paris

• Conference co-chair for the PMA Conference 2014 jointly organized by Aarhus University and the University of Cambridge

• Director, The Danish Customer Satisfaction Index, 2004 – 2008
o Total external funds received: DKK 4.5 mill.
o The Danish Customer Satisfaction Index is part of the European research project “EPSI Rating” originally sponsored by the EU commission. The vision of EPSI Rating is to: “Provide the standard for analyzing Stakeholder Satisfaction and Customer Loyalty among organizations in Europe as well as for comparing with other geographic regions”.

• Co-founder, The Membership Satisfaction Index, 2008 – present
o Total external funds received: DKK 3.1 mill.
o The purpose of this project is to provide a generic standard for measuring membership satisfaction. This standard applies to any organization that has a membership-like business model such as unions, NGO, political parties and sports associations.

• Co-founder, The CareIndex, 2010-present
o Total external funds received: DKK 3.3 mill.
o The CareIndex is a new standard for measuring the physical and mental health of employees making it possible for organizations to make an informed choice when investing in HR related activities. Ultimately the vision is to evaluate the economic return on investing in HR initiatives aimed at improving the physical and mental health of the workforce.

• Area coordinator, “Workplace Opportunities - Comparison between US and Europe” , 2004 – 2007
o Research project sponsored by Russell Sage Foundation and Rockefeller Foundation. The purpose of the project is to compare the quality of employment in Western Europe, i.e. Denmark, Germany, France, Netherlands and UK, with that found in the U.S.

• Reviewer for the following journals:
o Management Science
o International Journal of Productivity and Performance Management
o European Marketing Journal
o Quality Management Journal (Editorial Board Member)
o TQM Magazine
o Total Quality Management & Business Excellence
o International Journal of Quality and Reliability Management
o International Journal on Business Performance Management
o Academy of Management Review
o Employee Relations
o Telecommunications Policy
o Management Research News
o Strategic Outsourcing: An International Journal
o The TQM Journal
o Ledelse & Erhvervsøkonomi (in Danish)

• Textbook reviewer for Pearson Education in the field of quality management.

• Advisor for 4 PhD students.

• Chairman of two PhD committees

Academic Awards

• Best paper award for the paper: “Benchmarking Excellence” (Kristensen, K., H. J. Juhl and J. K. Eskildsen (2001). Measuring Business Excellence 5(1): 19-23).

• Best paper award for the paper: “Integrating SERVQUAL with National Customer Satisfaction Indices”, 13th International Conference on ISO 9000 & TQM.

• Best paper award for the paper: “Towards a Framework for Measuring Membership Satisfaction”, 14th International Conference on ISO 9000 & TQM.

Teaching Area

• Master level courses in multivariate statistics and business intelligence and performance management.

• PhD course in managing scientific innovation for PhD students within the natural sciences at Aarhus University

• MBA course on Business performance management

• Master thesis advisor and advisor for 2 PhD students

Publications

Imperatives of sustainable university excellence: A conceptual framework

Hussain, T., Eskildsen, J., Edgeman, R., Ismail, M., Shoukry, A. M. & Gani, S., 2019, In : Sustainability (Switzerland). 11, 19, 21 p., 5242.

Risk of death within 7 days of discharge from emergency departments with different organizational models

Møllekær, A., Kirkegaard, H., Vest-Hansen, B., Duvald, I., Eskildsen, J. K., Obel, B. & Madsen, B., 2019, (Accepted/In press) In : European Journal of Emergency Medicine.

Sustainable enterprise excellence: Attribute-based assessment protocol

Hussain, T., Edgeman, R., Eskildsen, J., Shoukry, A. M. & Gani, S., 8 Nov 2018, In : Sustainability (Switzerland). 10, 11, 4097.

The organization of Danish emergency departments

Moellekaer, A., Duvald, I., Obel, B., Madsen, B., Eskildsen, J. & Kirkegaard, H., 28 Jun 2018, In : European Journal of Emergency Medicine.

Decisions to use surgical mesh in operations for pelvic organ prolapse: a question of geography?

Nüssler, E. K., Nüssler, E., Eskildsen, J. K. & Löfgren, M., 2018, In : International Urogynecology Journal. 7 p.

Employee absence: An organizational perspective

Eskildsen, J. K., Frederiksen, A. & Møller, A-K. L., 2018, IZA Institute of Labor Economics, 26 p. (Discussion Paper Series; No. IZA DP No. 11889).

Impact of surgeon experience on routine prolapse operations

Nüssler, E., Eskildsen, J. K., Nüssler, E. K., Bixo, M. & Löfgren, M., 2018, In : International Urogynecology Journal. 29, 2, p. 297-306 10 p.

Knowledge-based intellectual structure of research in business excellence (1995–2015)

Hussain, T., Edgeman, R. & Eskildsen, J. K., 2018, In : Total Quality Management & Business Excellence (Print Edition).

The influence of geographical and clinical factors on decisions to use surgical mesh in operations for pelvic organ prolapse

Nüssler, E. K., Eskildsen, J. K., Håkonsson, D. D., Löfgren, M. & Mitkidis, P., 2018, In : Total Quality Management & Business Excellence (Print Edition). 14 p.

The intellectual structure of research in ISO 9000 standard series (1987–2015): a Bibliometric analysis

Hussain, T., Eskildsen, J. K. & Edgeman, R., 2018, In : Total Quality Management & Business Excellence (Print Edition). 30 p.

Patient Flow i akutmodtagelsen (Emergency Department patient flow)

Moellekaer, A. & Eskildsen, J. K., 3 Feb 2017, Akutbog. Jacobsen, A. (ed.). Nyt Nordisk Forlag, 5 p.

On Cooperative Behavior in Distributed Teams: The Influence of Organization Design, Media Richness, Social Interaction, and Interaction Adaptation

Håkonsson, D. D., Obel, B., Eskildsen, J. K. & Burton, R., 12 May 2016, In : Frontiers in Psychology. 7, 692

Physiological evidence of interpersonal dynamics in a cooperative production task

Mønster, D., Håkonsson, D. D., Eskildsen, J. K. & Wallot, S., 7 Jan 2016, In : Physiology & Behavior. 156, p. 24-34

A strategy model for management: Better performance through improved strategy work

Friis, O. U., Holmgren, J. & Eskildsen, J. K., 2016, In : Journal of Modelling in Management. 11, 3, p. 1-27 27 p.

Exploration versus exploitation: Emotions and performance as antecedents and consequences of team decisions

Håkonsson, D. D., Eskildsen, J. K., Argote, L., Mønster, D., Burton, R. & Obel, B., 2016, In : Strategic Management Journal. 37, 6, p. 985-1001

Paths to Sustainable Enterprise Excellence

Edgeman, R., Neely, A. & Eskildsen, J. K., 2016, In : Journal of Modelling in Management. 11, 4, p. 858-868 10 p.

Structured Crowdsourcing: A B2B Innovation Roadmap

Edgeman, R., Engell, T., Jensen, N. G., Vrtik, M., Eskildsen, J. K. & Tambo, T., 19 Sep 2015. 11 p.

The organization of Danish emergency departments may not have allowed for a full realization of their performance potential

Møllekær, A., Duvald, I., Obel, B., Eskildsen, J. & Kirkegaard, H., 16 Jul 2015, In : Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine. 23, 1

Continuously Relevant and Responsible Organizations via Creativity, Innovation and Sustainability

Edgeman, R., Neely, A. & Eskildsen, J. K., 2015, In : International Journal of Productivity and Performance Management. 64, 3

Editorial

Eskildsen, J. K., 2015, In : Total Quality Management & Business Excellence (Print Edition). 26, 3-4

Social-Ecological Innovation in Purposeful Organizations: Implications & Impacts in an Age of Wicked Challenges

Edgeman, R., Eskildsen, J. K. & Blahova, M., 2015. 22 p.

Translating Triple Top Line Strategy into Triple Bottom Line Performance

Edgeman, R., Eskildsen, J. K. & Neely, A., 2015, In : Measuring Business Excellence. 19, 1

Validating evidence based decision making in health care

Nüssler, E. K., Eskildsen, J. K., Håkonsson, D. D. & Nüssler, E., 19 Oct 2014. 10 p.

A sustainable strategy model

Holmgren, J., Friis, O. U. & Eskildsen, J. K., 20 Jun 2014. 13 p.

Social-Ecological Innovation

Edgeman, R. & Eskildsen, J. K., 26 Mar 2014, Encyclopedia of Business Analytics and Optimization . Wang, J. (ed.). 1 ed. Hershey, Pennsylvania USA: IGI global, Vol. 4. p. 532-543 12 p.

Modeling and Assessing Sustainable Enterprise Excellence

Edgeman, R. & Eskildsen, J. K., 24 Mar 2014, In : Business Strategy and the Environment. 23, 3, p. 173-187 15 p.

Sustainable Enterprise Excellence

Edgeman, R. & Eskildsen, J. K., Mar 2014, Encyclopedia of Business Analytics and Optimization, Volume 5. Wang, J. (ed.). 1 ed. Hershey, Pennsylvania: IGI global, Vol. 5. p. 199-212 13 p.

The Role of Emotions and Performance Relative to Aspirations in Deciding Whether to Exploit an Existing Routine or Explore a New Routine

Håkonsson, D. D., Eskildsen, J. K., Argote, L., Mønster, D., Burton, R. & Obel, B., 6 Feb 2014.

An empirical evaluation of a sustainable strategy model

Holmgren, J., Friis, O. U. & Eskildsen, J. K., 2014. 13 p.

DUALITY SOLUTION IN PLS SATISFACTION SURVEYS

Olesen, J. V. & Eskildsen, J. K., 2014. 7 p.

Is the NPS a trustworthy performance measure?

Kristensen, K. & Eskildsen, J. K., 2014, In : The T Q M Journal. 26, 2, p. 202-214

Organisationsdesign af de fælles akutmodtagelser

Moellekaer, A., Pedersen, I. D., Kirkegaard, H., Dissing Sørensen, P., Eskildsen, J. K. & Obel, B., 2014, Fremtidens hospital. Møller Pedersen, K. & Petersen, N. C. (eds.). Munksgaard , p. 251-266

Performance Measurement System design: Developing a new system for Danish emergency departments

Moellekaer, A. & Eskildsen, J. K., 2014. 3 p.

Variations in the Circumplex Model of Affect Across Contexts

Mønster, D., Eskildsen, J. K., Håkonsson, D. D., Obel, B., Burton, R. M. & Argote, L., 2014, PMA2014 Conference Proceedings: Performance Management. Designing the High-Performing Organization. Aarhus: PMA (Performance Management Association), Vol. 2014. p. 958-986

Response Based Segmentation in Satisfaction Surveys

Eskildsen, J. K., Edgeman, R., Mønster, D. & Olesen, J. V., 1 Nov 2013.

Sustainable Enterprise Excellence and the Continuously Relevant and Responsible Organization

Edgeman, R., Bøllingtoft, A., Eskildsen, J. K., Kallehave, P. & Kjærgaard, T., Oct 2013, In : International Journal of Social Ecology and Sustainable Development. 4, 4, p. 65-76 12 p.

Sustainable Enterprise Excellence: Innovation Enabled Organizational Resilience, Robustness and Resplendence

Edgeman, R., Williams, J. & Eskildsen, J. K., 24 Sep 2013.

Evaluating response based segmentation in PLS path modeling

Eskildsen, J. K., Edgeman, R., Mønster, D. & Olesen, J. V., Aug 2013. 6 p.

Shared Emotions and their Performance Consequences in Cooperative Teams

Håkonsson, D. D., Argote, L., Eskildsen, J. K., Burton, R., Obel, B. & Mønster, D., 24 May 2013.

Socio-Ecological Innovation: Strategic Integration of Innovation for Sustainability & Sustainable Innovation

Edgeman, R. & Eskildsen, J. K., 11 Apr 2013. 9 p.

Sustainable Enterprise Excellence: The Springboard Model & Assessment

Edgeman, R. & Eskildsen, J. K., 11 Apr 2013. 10 p.

Enterprise-Wide Process & Performance Excellence: Architecting Human Capital for Continuously Relevant Organizations

Edgeman, R., Kristensen, K., Eskildsen, J. K. & Obel, B., 2013, In : IAPQR Transactions. 38, 1, p. 39-48

Produktivitet kommer indefra: Debat

Frederiksen, A., Bøllingtoft, A., Obel, B., Håkonsson, D. D., Eskildsen, J. K., Dissing Sørensen, P. & Kallehave, P., 31 Dec 2012, In : Dagbladet Børsen. Artikel-id: e3966e56, p. 4 1 p.

The Impact of Contextual Factors on Satisfaction: Consequences of Benchmarking Studies

Eskildsen, J. K., Edgeman, R. & Kjærgaard, T., 5 Dec 2012. 7 p.

Toward a UN Global Compact and UN PRME Inspired Springboard to Sustainable Enterprise Excellence

Edgeman, R. & Eskildsen, J. K., 5 Dec 2012. 8 p.

An Excellence Equation: (E3 Governance + 3E Strategy) => 3P Performance

Edgeman, R. & Eskildsen, J. K., Dec 2012, In : Journal of Positive Management. 3, 1, p. 50-66 17 p.

From Workforce Performance Measurement to Sustainable Performance Management: The Care Index

Eskildsen, J. K., Bøllingtoft, A., Edgeman, R. & Kjærgaard, T., 15 Oct 2012. 18 p.

Stepping on the Springboard to Sustainable Enterprise Excellence

Edgeman, R. & Eskildsen, J. K., 15 Oct 2012. 22 p.

People-Centered Innovation: Co-Creation and Profound Consciousness

Edgeman, R. & Eskildsen, J. K., 9 May 2012. 12 p.

Viral Innovation, Sustainability, and Excellence: the VISE Triad

Edgeman, R. & Eskildsen, J. K., 9 May 2012. 11 p.

Continuous Relevance & Responsibility: Integration of Sustainability & Excellence via Innovation

Eskildsen, J. K. & Edgeman, R., 2012, In : Journal of Positive Management. 3, 1, p. 67-81 15 p.

The C4 Model of People-Centered Innovation: Culture, Consciousness, and Customer-Centric Co-Creation

Edgeman, R. & Eskildsen, J. K., 2012, In : Journal of Innovation and Business Best Practices. 2012, Article ID 932564, 14 p.

The Relationship Between SERVQUAL, National Customer Satisfaction Indices, and Consumer Sentiment

Kristensen, K. & Eskildsen, J. K., 2012, In : Quality Management Journal. 19, 2, p. 47-61

Viral Innovation: Integration via Sustainability & Enterprise Excellence

Edgeman, R. & Eskildsen, J. K., 2012, In : Journal of Innovation and Business Best Practices. 2012, Article ID 361451, 13 p.

Is the Net Promoter Score a Reliable Performance Measure?

Kristensen, K. & Eskildsen, J. K., 2011. 5 p.

Membership Satisfaction and the Cost of Membership: The case of Danish Unemployment Insurance Funds

Eskildsen, J. K. & Kristensen, K., 2011, In : Journal of Positive Management. 2, 1, p. 3-14

Next Generation Organizational Leadership: Enterprise-Wide Process & Performance Excellence

Edgeman, R., Kristensen, K., Eskildsen, J. K., Lawrence, J. & Metlen, S., 2011. 9 p.

The Validity of the Net Promoter Score as a Business Performance Measure

Kristensen, K. & Eskildsen, J. K., 2011. 5 p.

The accuracy of the Net Promoter Score under different distributional assumptions

Eskildsen, J. K. & Kristensen, K., 2011. 6 p.

The gender bias of the Net Promoter Score

Eskildsen, J. K. & Kristensen, K., 2011. 6 p.

A-priori and post-hoc segmentation in the design of healthy eating campaigns

Kazbare, L., van Trijp, H. C. M. & Eskildsen, J. K., 2010, In : Journal of Marketing Communications. 16, 1-2, p. 21-45 25 p.

Design of PLS-based satisfaction studies

Kristensen, K. & Eskildsen, J., 2010, Handbook of partial least squares. Vinzi, V. E., Chin, W. W., Henseler, J. & Wang, H. (eds.). Berlin: Springer, p. 247-277 (Springer Handbooks of Computational Statistics).

Is the net promoter score really the one number you need to grow?

Kristensen, K. & Eskildsen, J., 2010.

National culture, job satisfaction and economic growth

Eskildsen, J. & Kristensen, K., 2010.

The effect of PLS regression in PLS path model estimation when multicollinearity is present

Nielsen, R., Kristensen, K. & Eskildsen, J., 2010. 1 p.

The relationship between job satisfaction and national culture

Eskildsen, J., Kristensen, K. & Antvor, H. G., 2010, In : T Q M Journal. 22, 4, p. 369-378

The relationship between membership satisfaction and the cost of membership

Eskildsen, J. & Kristensen, K., 2010.

Towards a framework for measuring membership satisfaction

Eskildsen, J., Kristensen, K. & Larsen, J. S., 2010.

Cleaning and nursing in hospitals: Institutional variety and the reshaping of low-wage jobs

Méhaut, P., Berg, P., Grimshaw, D., Jaehrling, K., van der Meer, M. & Eskildsen, J. K., 2009, Low-wage work in the wealthy world. Gautié, J. & Schmitt, J. (eds.). New York: Russell Sage Foundation, p. 319-366 48 p.

Effektiviseringer i skrumpende markeder

Eskildsen, J. K., 2009, Ledelse i skrumpende markeder. Drejer, A., Eskildsen, J. K., Brandi, S. & Hildebrandt, S. (eds.). Børsens Forlag, p. 139-178

Ledelse i skrumpende markeder

Drejer, A., Eskildsen, J. K., Brandi, S. & Hildebrandt, S., 2009, Kbh.: Børsen Forum A/S. 221 p.

Management Models for the Future

Jonker, J. (ed.) & Eskildsen, J. K. (ed.), 2009, Heidelberg: Springer. 210 p.

Management models for the future

Eskildsen, J. K., Jonker, J. & van Pijkeren, M., 2009, Management Models for the Future. Jonker, J. & Eskildsen, J. (eds.). Heidelberg: Springer, p. 1-12 12 p.

PLS and multicollinearity under conditions common in satisfaction studies

Nielsen, R., Kristensen, K. & Eskildsen, J. K., 2009. 6 p.

The efficiency of the centroid method compared to a simple average

Eskildsen, J. K., Kristensen, K. & Nielsen, R., 2009. 5 p.

The relationship between job satisfaction and national culture

Eskildsen, J. K., Kristensen, K. & Antvor, H. G., 2009.

The satisfied customer: Winners and losers in the battle for buyer preference

Eskildsen, J. K., 2009, In : Total Quality Management & Business Excellence (Print Edition). 20, 5, p. 581-582 2 p.

The ultimate question: Driving good profits and true advice: Driving good profits and true advice

Eskildsen, J. K., 2009, In : Total Quality Management & Business Excellence (Print Edition). 20, 5, p. 582-583 2 p.

Trying to understand management models

Jonker, J., van Pijkeren, M. & Eskildsen, J. K., 2009, Management Models for the Future. Jonker, J. & Eskildsen, J. (eds.). Heidelberg: Springer, p. 185-201 17 p.

Customer satisfaction and customer loyalty as predictors of future business potential

Eskildsen, J. K. & Kristensen, K., 2008, In : Total Quality Management & Business Excellence (Print Edition). 19, 7-8, p. 843-853 11 p.

Handling of multicollinearity & missing values in partial least squares based satisfaction studies

Eskildsen, J. K., Kristensen, K. & Nielsen, R., 2008. 1 p.

Integrating SERVQUAL with national customer satisfaction indices

Kristensen, K. & Eskildsen, J. K., 2008, Innovation for Competitiveness: Proceedings of the 13th International Conference on ISO 9000 & TQM. Ho, S. K. M. (ed.). p. 123-124 2 p.

On the design of satisfaction studies

Kristensen, K. & Eskildsen, J. K., 2008, Proceedings of the MAAOE Conference 2008. p. 143-154 14 p.

Order effects in satisfaction studies

Kristensen, K., Eskildsen, J. K. & Nielsen, R., 2008.

The relationship between SERVQUAL, national customer satisfaction indices & consumer sentiment

Kristensen, K. & Eskildsen, J. K., 2008, Proceedings of the MAAOE Conference 2008. p. 111-124 14 p.

The upgrading of the skills of nursing assistants and cleaning staff in the Danish public-sector hospitals

Eskildsen, J. K. & Løkke Nielsen, A-K., 2008, Low-Wage Work in Denmark. Westergaard-Nielsen, N. (ed.). New York: Russell Sage Foundation, p. 218-257 40 p. (The Russell Sage Foundation Case Studies of Job Quality in Advanced Economies).

Virksomhedens potentiale ligger i kundetilfredshed og -loyalitet

Eskildsen, J. K. & Kristensen, K., 2008, In : Ledelse og Erhvervsoekonomi. 72, 1, p. 37-45 9 p.

Absenteeism in the Nordic countries

Løkke Nielsen, A-K., Eskildsen, J. K. & Jensen, T. W., 2007, In : Employee Relations. 29, 1, p. 16-29

Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

Eskildsen, J. K. & Kristensen, K., 2007, Proceedings from the 12th World Congress for Total Quality Management. Kanji, G. (ed.). 14 p.

Customer satisfaction: The role of transparency

Eskildsen, J. K. & Kristensen, K., 2007, In : Total Quality Management & Business Excellence (Print Edition). 18, 1-2, p. 39-47 10 p.

Customer satisfaction: The role of transparency

Eskildsen, J. K. & Kristensen, K., 2007, In honour of Professor Kai Kristensen. Kbh.: C3 organisationen, p. 68-78 11 p.

Designing satisfaction studies

Kristensen, K. & Eskildsen, J. K., 2007, Proceedings of the 5th International Conference on Quality and Reliability. Laosirihongthong, T., Tsang, A. & Xie, M. (eds.). p. 112-117 6 p.

Ledelsesmodeller i danske virksomheder

Kristensen, K., Eskildsen, J. K. & Juhl, H. J., 2007, In : Ledelse og Erhvervsoekonomi. 71, 1, p. 19-31

Management models for the future: An exploratory and critical inquiry into the nature of practised contemporary concepts of the business enterprise

Jonker, J. & Eskildsen, J. K., 2007, Ikke angivet. University of Versailles Saint-Quentin-En-Yvelines, p. 58-78 21 p.

Market structure, market strategy and customer satisfaction

Eskildsen, J. K., Kristensen, K. & Steensen, E. F., 2007, Ikke angivet. University of Versailles Saint-Quentin-En-Yvelines, p. 163-184 22 p.

Toward a new Quality Management Grid

Kristensen, K. & Eskildsen, J. K., 2007, Quality Management & Organization Excellence: Oxymorons, Empty Boxes, or Significant Contributions to Management Thought and Practice?. Foley, K. J., Hensler, D. A. & Jonker, J. (eds.). Sydney: SAI Global, p. 85-104

Arbejdsglæde - vejen til et lavere sygefravær

Sørensen, H. D., Vestergaard, T. & Eskildsen, J. K., 2006, In : Personalechefen. 3, p. 18-21

Dansk KundeIndex: Resultater og perspektiver 2006

Kristensen, K. & Eskildsen, J. K., 2006, Total Quality Management, Kap. 9.1. Kristensen, K. & Sørensen, H. D. (eds.). København: Børsen Forum A/S, p. 1-24 24 p. (Børsen Ledelseshåndbøger).

Determinants of absenteeism in a large Danish bank

Kristensen, K., Juhl, H. J., Eskildsen, J. K., Nielsen, J., Frederiksen, N. & Bisgaard, C., 2006, In : International Journal of Human Resource Management. 17, 9, sep, p. 1645-1658

Enhancing importance-performance analysis

Eskildsen, J. K. & Kristensen, K., 2006, In : International Journal of Productivity and Performance Management. 55, 1, p. 40-60 21 p.

Lean: Neo-Taylorisme eller sund fornuft?

Eskildsen, J. K. & Kristensen, K., 2006, Total Quality Management. Kristensen, K. & Sørensen, H. D. (eds.). København: Børsen Forum A/S, p. Kap. 7.2 16 p. (Børsen Ledelseshåndbøger).

Måling af omdømme - hvorfor og hvordan?

Schmidt-Laugesen, C., Vestergaard, T. & Eskildsen, J. K., 2006, Total Quality Management. Kristensen, K. & Sørensen, H. D. (eds.). Kbh.: Børsen Forum A/S, p. Kap. 10.2 18 p. (Børsen Ledelseshåndbøger).

National customer satisfaction indices: The impact of market structure

Eskildsen, J. K. & Kristensen, K., 2006.

Preference clustering in customer satisfaction measurement

Eskildsen, J. K. & Kristensen, K., 2006, Performance Measurement and Management 2006: Public and Private: Papers from the Fifth International Conference on Performance Measurement and Management. Neely, A., Kennerley, M. & Walters, A. (eds.). Cranfield School of Management, p. 241-248 8 p.

Towards a typology on companies striving for organizational excellence

Kristensen, K. & Eskildsen, J. K., 2006.

Værdien af et godt HR-omdømme: Baseret på resultater fra REEX® 2005 undersøgelsen

Eskildsen, J. K., Vestergaard, T. & Schmidt-Laugesen, C., 2006, In : Personalechefen. 1, p. 62-63 2 p.

Brugen af kvalitetsmodeller i den private sektor i Danmark: Kap. 3.4

Kristensen, K., Juhl, H. J. & Eskildsen, J. K., 2005, Total Quality Management. Kristensen, K. & Sørensen, H. D. (eds.). København: Børsen Forum A/S, (Børsen Ledelseshåndbøger).

Customer Satisfaction - The role of transparency

Eskildsen, J. K. & Kristensen, K., 2005. 8 p.

Dansk KundeIndex: Resultater og perspektiver 2006

Kristensen, K. & Eskildsen, J. K., 2005, Total Quality Management. København: Børsen Forum A/S, p. 9.1.1 - 9.1.14 7 p. (Børsens Ledelseshåndbøger).

Excellencerejsen - Fra uvished til vished: Kap. 3.1

Eskildsen, J. K. & Kristensen, K., 2005, Total Quality Management. Kristensen, K. & Sørensen, H. D. (eds.). 18 p. (Børsen Ledelseshåndbøger).

Missing values, Partial Least Squares, and the estimation of customer satisfaction

Kristensen, K. & Eskildsen, J. K., 2005, Proceedings of the PLS'05 International Symposium. Aluja, T., Casanovas, J., Vinzi, V., Morineau, A. & Tenenhaus, M. (eds.). SPAD, p. 33-42 10 p.

PLS Structural Equation Modelling for Customer Satisfaction Measurement: Some empirical and theoretical results

Kristensen, K. & Eskildsen, J. K., 2005, Handbuch PLS-Pfadmodellierung: Methode, Anwendung, Praxisbeispiele. Bliemel, F. (ed.). Stuttgart: Schäffer-Poeschel, p. 5-24 20 p.

The Concequences of Different Model Specifications when Estimating National Customer Satisfaction Indices using PLS

Eskildsen, J. K., Kristensen, K. & Juhl, H. J., 2005, Proceedings of the PLS' 05 International Symposium. Aluja, T., Casanovas, J., Vinzi, V., Morineau, A. & Tenenhaus, M. (eds.). SPAD, p. 291-298

The relationship between holistic management models and corporate performance

Eskildsen, J. K., Kristensen, K. & Juhl, H. J., 2005. 5 p.

Analyse af sygefravær

Kristensen, K., Juhl, H. J., Eskildsen, J. K., Nielsen, J. & Frederiksen, N., 2004, Børsens TQM Håndbog - Børsens Ledelseshåndbøger. Kbh.: Børsen Forum A/S

Conflict or Congruence? The case of a Danish hospital

Juhl, H. J., Eskildsen, J. K. & Kristensen, K., 2004, In : International Journal of Quality & Reliability Management. 21, 7, p. 747-762 16 p.

Corporate Reputation as a strategic Performance Measure

Eskildsen, J. K., Kristensen, K., Vestergaard, T. & Schmidt-Laugesen, C., 2004, Performance Measurement and Management: Public and Private. Neely, Kennerly and Walters (ed.). Cranfield: Cranfield University, p. s. 355-362 8 p.

Den bedste kur mod sygefravær; en indsprøjtning af god personaleledelse

Jensen, T. W., Vestergaard, T. & Eskildsen, J. K., 2004, In : Personalechefen. 13, 6

Determinants of Absenteeism in a large Danish Bank

Kristensen, K., Juhl, H. J., Eskildsen, J. K., Nielsen, J. & Frederiksen, N., 2004, Performance Measurement and Management: Public and Private. Neely, Kennerly and Walters (ed.). Cranfield: Cranfield University, p. 555-562 8 p.

Kan TQM betale sig?

Kristensen, K., Eskildsen, J. K. & Kristensen, T., 2004, Total Quality Management - Børsen Ledelseshåndbøger. Kai Kristensen og Henrik D. Sørensen (red.) (ed.). København: Børsen Forum A/S, p. Afsn. 11.1 9 p.

Measuring employee assets - the Nordic employee index

Eskildsen, J. K., Westlund, A. H. & Kristensen, K., 2004, In : Business Process Management Journal. 10, 5, p. 537-550 14 p.

Private versus public sector excellence

Eskildsen, J. K., Kristensen, K. & Juhl, H. J., 2004, In : The TQM Magazine. 16, 1, p. 50-56 7 p.

Social ansvarlighed - Fup eller Fakta?

Eskildsen, J. K., 2004, In : CFL Nyhedsbrev. p. 1-4

The Drivers of Customer Satisfaction and Loyalty: The Case of Denmark 2000-2002

Eskildsen, J. K., Kristensen, K., Juhl, H. J. & Østergaard, P., 2004, In : Total Quality Management & Business Excellence (Print Edition). 15, 5&6, p. 859-868 10 p.

Work motivation and job satisfaction in the Nordic countries

Eskildsen, J. K., Kristensen, K. & Westlund, A. H., 2004, In : Human Resources Management - Employment Relations. 26, 2, p. 122-136 15 p.

Effect of Store Loyality

Juhl, H. J., Kristensen, K. & Eskildsen, J. K., 2003, Ikke angivet. University of Minho, p. s. 162-165 4 p.

Fejlprocenter, klager og kundetilfredshed i den danske bilbranche

Østergaard, P., Juhl, H. J., Kristensen, K. & Eskildsen, J. K., 2003, Total Quality Management - Børsen Ledelseshåndbøger. Kai Kristensen og Henrik D. Sørensen (red.) (ed.). København: Børsen Forum A/S, p. Afsn. 9.5 3 p.

Kundetilfredshedsmodeller er dynamiske

Eskildsen, J. K., 2003, In : CFL Nyhedsbrev. september

Kvalitet i den danske dagligvaresektor - udvikling, kundetilfredshed og kundeloyalitet

Juhl, H. J., Kristensen, K., Eskildsen, J. K. & Østergaard, P., 2003, Total Quality Management - Børsen Ledelseshåndbøger. Kai Kristensen og Henrik D. Sørensen (red.) (ed.). København: Børsen Forum A/S, p. Afsn. 9.2 6 p.

Measuring Customer Satisfaction and Loyalty in the Danish Automobile Industry

Østergaard, P., Juhl, H. J., Kristensen, K. & Eskildsen, J. K., 2003, Proceedings of the 7th International Conference: Corporate Reputation, Image, and Identity. p. 1-28 28 p.

Mobiltelefoni - hvad siger kunderne?

Eskildsen, J. K., 2003, In : CFL Nyhedsbrev.

Models that matter

Kristensen, K., Juhl, H. J. & Eskildsen, J. K., 2003, In : International Journal of Business Performance Management. 5, 1, p. 91-106 16 p.

Optimizing Job Satisfaction - Does Performance Influence Importance

Eskildsen, J. K. & Kristensen, K., 2003, Ikke angivet. University of Minho, p. s. 43-48 6 p.

PLS Structural Equation Modeling for Customer Satisfaction: Methodological and Application Issues

Kristensen, K., Eskildsen, J. K., Juhl, H. J. & Østergaard, P., 2003.

Prioritering i medarbejdertilfredshedsundersøgelser

Eskildsen, J. K., 2003, In : CFL Nyhedsbrev.

The Drivers of Customer Satisfaction & Loyalty

Eskildsen, J. K., Kristensen, K., Juhl, H. J. & Østergaard, P., 2003. 8 p.

The Predictive Power of Intangibles

Eskildsen, J. K., Kristensen, K. & Westlund, A. H., 2003, In : Measuring Business Excellence. 7, 2, p. 46-54 9 p.

Vejen til succes i den finansielle sektor

Eskildsen, J. K., Antvor, H. & Rasmussen, S. S., 2003, Knowledge Management - Børsen Ledelseshåndbøger. Per Nikolaj Bukh (red.) (ed.). København: Børsen Forum A/S, p. Afsn. 8.2 5 p.

Can Intangibles Predict Performance?

Eskildsen, J. K. & Kristensen, K., 2002. 10 p.

Customer satisfaction and customer loyalty in European food retailing

Juhl, H. J., Kristensen, K., Eskildsen, J. K. & Østergaard, P., 2002, In : Journal of Retailing and Consumer Services. 9, p. 327-334 8 p.

Estimation af Kriterievægtene i Excellence Modellen

Eskildsen, J. K., Kristensen, K. & Juhl, H. J., 2002. 10 p.

Intentional Improvement

Jonker, J. & Eskildsen, J. K., 2002. 8 p.

Job Satisfaction Across Industries

Kristensen, K., Westlund, A. & Eskildsen, J. K., 2002. 11 p.

Kan tilfredse stakeholdere betale sig?

Eskildsen, J. K., 2002, In : CFL Nyhedsbrev. maj

Privat kontra offentlig ledelse

Eskildsen, J. K., 2002, In : CFL Nyhedsbrev. december

Private Versus Public Sector Excellence

Eskildsen, J. K., Kristensen, K. & Juhl, H. J., 2002. 10 p.

Større overskud med holistiske ledelsesmodeller

Eskildsen, J. K., 2002, In : CFL Nyhedsbrev. april

The effect on employee characteristics on intrinsic work motivation and job satisfaction. Results from the Nordic Employee Index

Eskildsen, J. K., Kristensen, K. & Westlund, A. H., 2002, Performance Measurement and Management 2002 - Research and Action. A. Neely, A. Walters and R. Austin (eds) (ed.). Boston: Centre for Business Performance, p. s. 181-188 8 p.

Total Quality Management i private og offentlige virksomheder

Eskildsen, J. K., Kristensen, K. & Juhl, H. J., 2002, Total Quality Management - Børsen Ledelseshåndbøger. Kai Kristensen og Henrik D. Sørensen (red.) (ed.). København: Børsen Forum A/S, p. 4.4.1-4.4.18 1 p.

Trends in EFQM Criterion Weights: The case of Denmark 1998-2001

Eskildsen, J. K., Kristensen, K. & Juhl, H. J., 2002, In : Measuring Business Excellence. 6, 2, p. 22-28 7 p.

Vejen til succes i den finansielle sektor

Eskildsen, J. K., Antvor, H. & Rasmussen, S. S., 2002, Total Quality Management - Børsen Ledelseshåndbøger. Kai Kristensen og Henrik D. Sørensen (red.) (ed.). København: Børsen Forum A/S, p. 11.2.1-11.2.18 8 p.

Benchmarking Excellence

Kristensen, K., Juhl, H. J. & Eskildsen, J. K., 2001, In : Measuring Business Excellence. 5, 1, p. 19-23 5 p.

Benchmarking som strategisk værktøj

Kristensen, K., Eskildsen, J. K. & Juhl, H. J., 2001, Benchmarking på tværs af fagområder. Michael Christensen (ed.) (ed.). Kbh.: Djøf Forlag, p. 1-20 20 p.

Har vi brug for nye vægte i Excellence Modellen?

Eskildsen, J. K. & Kristensen, T., 2001, Total Quality Management - Børsen Ledelseshåndbøger. Kai Kristensen og Henrik D. Sørensen (red.) (ed.). København: Børsen Forum A/S, p. Kap. 3.3 1 p.

The Evolution of Business Excellence in Denmark 1998-2001

Kristensen, K., Juhl, H. J. & Eskildsen, J. K., 2001, Proceedings. The University of Versailles Saint-Quentin-en-Yvelines, p. 315-324 10 p.

The Use of Survey Data in Organisational Self-Assessment

Eskildsen, J. K., 2001, Aarhus: Aarhus School of Business, Department of Information Science. 380 p. (PhD Thesis).

The criterion weights of the EFQM Excellence model

Eskildsen, J. K., Kristensen, K. & Juhl, H. J., 2001, In : International Journal of Quality & Reliability Management. 18, 8, p. 783-795 13 p.

The excellence index in practice - the case of a Danish hospital

Juhl, H. J., Eskildsen, J. K. & Kristensen, K., 2001, 2nd MAAOE Conference proceedings.

Trends in EFQM Criterion Weights: The case of Denmark 1998-2001

Eskildsen, J. K., Kristensen, K. & Juhl, H. J., 2001, Proceedings. The University of Versailles Saint-Quentin-en-Yvelines, p. 185-196 12 p.

Unravelling Relevance -The Nature of Holistic Management Models

Eskildsen, J. K. & Jonker, J., 2001, Proceedings. The Stockholm School of Economics in Saint Petersburg, p. Vol. 2: s. 320-327 319 p.

A causal model for employee satisfaction

Eskildsen, J. K. & Dahlgaard, J. J., 2000, In : Total Quality Management & Business Excellence (Print Edition). Vol. 11, no. 8, p. 1081-1094 14 p.

Benchmarking student satisfaction in higher education based on the ECSI methodology

Eskildsen, J. K., Martensen, A., Grønholdt, L. & Kristensen, K., 2000, In : Sinergie - Rapporti di ricerca. 9, 18, p. 385-402 18 p.

Focused self-assessment by using a new type of questionnaire

Dahlgaard, J. J. & Eskildsen, J. K., 2000, Business excellence in the new millenium - quality of society. European Organization for Quality

Measuring student oriented quality in higher education: application of the ECSI methodology

Martensen, A., Grønholdt, L., Eskildsen, J. K. & Kristensen, K., 2000, In : Sinergie - Rapporti di ricerca. 9, 18, p. 371-383 13 p.

Prioritising opportunities for improvement

Eskildsen, J. K. & Dahlgaard, J. J., 2000.

The causal Structure of the EFQM Excellence Model

Eskildsen, J. K., Kristensen, K. & Juhl, H. J., 2000, Ikke angivet. Colorado State University

The excellence index as a benchmarking tool

Kristensen, K., Juhl, H. J. & Eskildsen, J. K., 2000, Ikke angivet. Colorado State University

The managerial drivers of employee satisfaction and loyalty

Eskildsen, J. K. & Nüssler, M. L., 2000, In : Total Quality Management & Business Excellence (Print Edition). Vol. 11, no. 4 & 5

A Practical Score for Business Excellence

Dahlgaard, J. J. & Eskildsen, J. K., 1999, In : Measuring Business Excellence. 3, 1

A Practical Score for Business Excellence

Dahlgaard, J. J. & Eskildsen, J. K., 1999, In : European Quality. 6, 1

Benchmarking student satisfaction in higher education based on the ECSI methodology

Eskildsen, J. K., Martensen, A., Grønholdt, L. & Kristensen, K., 1999. 14 p.

Focused Self-Assessment using Flexible Weights

Eskildsen, J. K. & Dahlgaard, J. J., 1999.

Improving Employee Satisfaction using Focused Self-Assessment

Eskildsen, J. K. & Dahlgaard, J. J., 1999.

Measuring student oriented quality in higher education: Application of the ECSI methodology

Martensen, A., Grønholdt, L., Eskildsen, J. K. & Kristensen, K., 1999. 10 p.

Medarbejdersamtaler - erfaringer fra 250 danske virksomheder

Nüssler, M. L., Nørgaard, A. & Eskildsen, J. K., 1999, Virksomhedens strategi & ledelse, kap. 7.10. Steen Hildebrandt, hovedred. (ed.). København: Børsen Forum A/S

Medarbejdersamtaler kræver lederskab

Eskildsen, J. K., Dahlgaard, J. J., Nørgaard, A. & Nüssler, M. L., 1999, In : Personalechefen. 8, 1

The impact of Creativity and Learning on Business Excellence

Eskildsen, J. K., Dahlgaard, J. J. & Nørgaard, A., 1999, In : Total Quality Management & Business Excellence (Print Edition). 10, 4/5, p. 523-530 8 p.

Værdiskabende medarbejder tilfredshed

Eskildsen, J. K. & Nüssler, M., 1999, In : Personalechefen. 8, 6

A practical diagnosis of business excellence

Eskildsen, J. K. & Dahlgaard, J. J., 1998, In : Measuring Business Excellence. Vol. 2, No. 4, p. 24-28 5 p.

A practical diagnosis of business excellence

Eskildsen, J. K. & Dahlgaard, J. J., 1998, In : European Quality. Vol. 5, No. 6, p. 16-20 5 p.

Identifying the vital few using the European foundation for quality management model

Eskildsen, J. K., 1998, In : Total Quality Management & Business Excellence (Print Edition). 9, 4/5, p. 92-94 3 p.