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 ...
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.
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 ...
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
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
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.
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.
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 ...
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.
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 ...
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
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
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.
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.
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