دانلود مقاله ISI انگلیسی شماره 2553
عنوان فارسی مقاله

آیا ایمنی کارکنان بر رضایت مشتری تأثیر می گذارد؟ مدارک و شواهد از صنعت برق

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
2553 2012 8 صفحه PDF سفارش دهید محاسبه نشده
خرید مقاله
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عنوان انگلیسی
Does employee safety influence customer satisfaction? Evidence from the electric utility industry
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Journal of Safety Research, Volume 43, Issues 5–6, December 2012, Pages 389–396

کلمات کلیدی
ایمنی محل کار - اقلیم ایمنی - آسیب های محیط کار - ایمنی رفتار شهروندی - رضایت مشتری
پیش نمایش مقاله
پیش نمایش مقاله آیا ایمنی کارکنان بر رضایت مشتری تأثیر می گذارد؟ مدارک و شواهد از صنعت برق

چکیده انگلیسی

Problem Research on workplace safety has not examined implications for business performance outcomes such as customer satisfaction. Method In a U.S. electric utility company, we surveyed 821 employees in 20 work groups, and also had access to archival safety data and the results of a customer satisfaction survey (n = 341). Results In geographically-based work units where there were more employee injuries (based on archival records), customers were less satisfied with the service they received. Safety climate, mediated by safety citizenship behaviors (SCBs), added to the predictive power of the group-level model, but these two constructs exerted their influence independently from actual injuries. In combination, two safety-related predictor paths (injuries and climate/SCB) explained 53% of the variance in customer satisfaction. Discussion Results offer preliminary evidence that workplace safety influences customer satisfaction, suggesting that there are likely spillover effects between the safety environment and the service environment. Additional research will be needed to assess the specific mechanisms that convert employee injuries into palpable results for customers. Impact on Industry Better safety climate and reductions in employee injuries have the potential to offer payoffs in terms of what customers experience.

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