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Does safety climate affect customer service?

January 30, 2013

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Edmond, OK – Injury rates and safety climate at an organization may influence customer service, according to a study from the University of Central Oklahoma.

Researchers surveyed 821 workers at an electric utility company and analyzed safety data and customer satisfaction surveys. Results indicated that customers were less satisfied with the service they received from work units that had more employee injuries, the study abstract states. A correlation also was found between positive safety climate and better customer service.

Findings suggest that worker safety has spillover effects into the customer service environment, researchers concluded.

The study was published in the December 2012 issue of the Journal of Safety Research, which is published by the National Safety Council.

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