University of Central Oklahoma, 100 N. University Drive, Edmond, OK 73034, USA.
J Safety Res. 2012 Dec;43(5-6):389-96. doi: 10.1016/j.jsr.2012.10.003. Epub 2012 Oct 30.
Research on workplace safety has not examined implications for business performance outcomes such as customer satisfaction.
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).
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.
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.
Better safety climate and reductions in employee injuries have the potential to offer payoffs in terms of what customers experience.
关于工作场所安全的研究尚未考察其对业务绩效结果（如客户满意度）的影响。
在美国一家电力公司中，我们调查了 20 个工作小组中的 821 名员工，并且还可以访问档案安全数据和客户满意度调查的结果（n=341）。
在基于地理位置的工作单位中，员工受伤（根据档案记录）的次数更多，客户对他们所获得的服务的满意度越低。安全氛围通过安全公民行为（SCB）起到中介作用，增加了群体水平模型的预测能力，但这两个构念的影响是独立于实际伤害的。这两个与安全相关的预测路径（伤害和气候/SCB）共同解释了客户满意度 53%的方差。
结果初步提供了工作场所安全影响客户满意度的证据，表明安全环境和服务环境之间可能存在溢出效应。需要进一步的研究来评估将员工受伤转化为客户实际感受的具体机制。
更好的安全氛围和减少员工受伤有可能在客户体验方面带来回报。
