Does employee safety influence customer satisfaction? Evidence from the electric utility industry

ProblemResearch on workplace safety has not examined implications for business performance outcomes such as customer satisfaction.MethodIn 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).ResultsIn 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.DiscussionResults 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 IndustryBetter safety climate and reductions in employee injuries have the potential to offer payoffs in terms of what customers experience.     

Development of a multilevel health and safety climate survey tool within a mining setting

IntroductionThis study aimed to design, implement and evaluate the reliability and validity of a multifactorial and multilevel health and safety climate survey (HSCS) tool with utility in the Australian mining setting.MethodsAn 84-item questionnaire was developed and pilot tested on a sample of 302 Australian miners across two open cut sites.ResultsA 67-item, 10 factor solution was obtained via exploratory factor analysis (EFA) representing prioritization and attitudes to health and safety across multiple domains and organizational levels. Each factor demonstrated a high level of internal reliability, and a series of ANOVAs determined a high level of consistency in responses across the workforce, and generally irrespective of age, experience or job category. Participants tended to hold favorable views of occupational health and safety (OH&S) climate at the management, supervisor, workgroup and individual level.ConclusionThe survey tool demonstrated reliability and validity for use within an open cut Australian mining setting and supports a multilevel, industry specific approach to OH&S climate. Findings suggested a need for mining companies to maintain high OH&S standards to minimize risks to employee health and safety. Future research is required to determine the ability of this measure to predict OH&S outcomes and its utility within other mine settings.Practical applicationsAs this tool integrates health and safety, it may have benefits for assessment, monitoring and evaluation in the industry, and improving the understanding of how health and safety climate interact at multiple levels to influence OH&S outcomes.     

The many benefits of employee well‐being in organizational research

We undertake three objectives in this Incubator. We begin with a discussion of how well‐being has been considered in organizational research. Second, we provide an overview of the relationship between employee well‐being and such workplace outcomes as job performance, employee retention, and cardiovascular health. Third, we introduce exciting research directions. Copyright © 2012 John Wiley & Sons, Ltd.     

Leader communication approaches and patient safety: An integrated model

IntroductionLeader communication is known to influence a number of employee behaviors. When it comes to the relationship between leader communication and safety, the evidence is more scarce and ambiguous. The aim of the present study is to investigate whether and in what way leader communication relates to safety outcomes. The study examines two leader communication approaches: leader safety priority communication and feedback to subordinates. These approaches were assumed to affect safety outcomes via different employee behaviors.MethodQuestionnaire data, collected from 221 employees at two hospital wards, were analyzed using structural equation modeling.ResultsThe two examined communication approaches were both positively related to safety outcomes, although leader safety priority communication was mediated by employee compliance and feedback communication by organizational citizenship behaviors.ConclusionThe findings suggest that leader communication plays a vital role in improving organizational and patient safety and that different communication approaches seem to positively affect different but equally essential employee safety behaviors.Practical applicationsThe results highlights the necessity for leaders to engage in one-way communication of safety values as well as in more relational feedback communication with their subordinates in order to enhance patient safety.     

Impact of individual resilience and safety climate on safety performance and psychological stress of construction workers: A case study of the Ontario construction industry

IntroductionThe construction industry has hit a plateau in terms of safety performance. Safety climate is regarded as a leading indicator of safety performance; however, relatively little safety climate research has been done in the Canadian construction industry. Safety climate may be geographically sensitive, thus it is necessary to examine how the construct of safety climate is defined and used to improve safety performance in different regions. On the other hand, more and more attention has been paid to job related stress in the construction industry. Previous research proposed that individual resilience may be associated with a better safety performance and may help employees manage stress. Unfortunately, few empirical research studies have examined this hypothesis. This paper aims to examine the role of safety climate and individual resilience in safety performance and job stress in the Canadian construction industry.MethodThe research was based on 837 surveys collected in Ontario between June 2015 and June 2016. Structural equation modeling (SEM) techniques were used to explore the impact of individual resilience and safety climate on physical safety outcomes and on psychological stress among construction workers.ResultsThe results show that safety climate not only affected construction workers' safety performance but also indirectly affected their psychological stress. In addition, it was found that individual resilience had a direct negative impact on psychological stress but had no impact on physical safety outcomes.ConclusionsThese findings highlight the roles of both organizational and individual factors in individual safety performance and in psychological well-being.Practical applicationsConstruction organizations need to not only monitor employees' safety performance, but also to assess their employees' psychological well-being. Promoting a positive safety climate together with developing training programs focusing on improving employees' psychological health — especially post-trauma psychological health — can improve the safety performance of an organization.     

Outcomes associated with breach and fulfillment of the psychological contract of safety

IntroductionThe study investigated the outcomes associated with breach and fulfillment of the psychological contract of safety.MethodThe psychological contract of safety is defined as the beliefs of individuals about reciprocal employer and employee safety obligations inferred from implicit or explicit promises. When employees perceive that safety obligations promised by the employer have not been met, a breach of the psychological contract occurs, termed employer breach of obligations. The extent to which employees fulfill their safety obligations to the employer is termed employee fulfillment of obligations. Structural equation modeling was used to test a model of safety that investigated the positive and negative outcomes associated with breach and fulfillment of the psychological contract of safety. Participants were 424 health care workers recruited from two hospitals in the State of Victoria, Australia.ResultsFollowing slight modification of the hypothesized model, a good fitting model resulted. Being injured in the workplace was found to lower perceptions of trust in the employer and increase perceptions of employer breach of safety obligations. Trust in the employer significantly influenced perceived employer breach of safety obligations such that lowered trust resulted in higher perceptions of breach. Perceptions of employer breach significantly impacted employee fulfillment of safety obligations with high perceptions of breach resulting in low employee fulfillment of obligations. Trust and perceptions of breach significantly influenced safety attitudes, but not safety behavior. Fulfillment of employee safety obligations significantly impacted safety behavior, but not safety attitudes. Implications of these findings for safety and psychological contract research are explored. A positive emphasis on social exchange relationships in organizations will have positive outcomes for safety climate and safety behavior.     

Leader–member exchange: Moderating the health and safety outcomes of job insecurity

IntroductionJob insecurity has been repeatedly linked with poor employee health and safety outcomes. Although research on high quality leader–member exchange (LMX) has demonstrated many beneficial effects, no research to date has examined the extent to which positive LMX might attenuate those adverse health and safety-related consequences of job insecurity. The current study extends research in this area by specifically examining the buffering impact of LMX on the relationship between job insecurity and safety knowledge, reported accidents, and physical health conditions. Furthermore, the study also examines whether positive LMX mitigates the typically seen negative impact of job insecurity on supervisor satisfaction.MethodsThe hypotheses were tested using survey data collected from 212 employees of a mine located in southwestern United States.ResultsAs predicted, job insecurity was related to lower levels of supervisor satisfaction, more health ailments, and more workplace accidents, and was marginally related to lower levels of safety knowledge. Results indicated that LMX significantly attenuated these observed relationships.ConclusionsThe quality of the dyadic relationship between supervisor and subordinate has a significant impact on the extent to which job insecurity is associated with adverse health and safety outcomes.Practical applicationsPractical implications for supervisor behavior and developing high quality LMX are discussed in light of today's pervasive job insecurity.     

OHSAS 18001 certification and work accidents: Shedding light on the connection

Introduction: The implications of OHSAS 18001 for substantive Occupational Health and Safety outcomes such, as a reduction in work accidents, have been under-researched in the scholarly literature. The impact of this standard on other aspects of performance, such as profitability and productivity, has attracted more attention. Method: This article aims to fill this gap by shedding light on the relationship between OHSAS 18001 certification and the rates of minor, serious, and fatal accidents per employee at work experienced in certified and non-certified companies. Results: Based on an analysis of a sample of 5,147 Spanish firms, the findings show that OHSAS 18001 certification is only loosely related with better occupational health and safety performance measured in terms of rate of accidents at work. A propensity for OHSAS 18001 certification to be found in economic sectors of activity with worse occupational health and safety outcomes in terms of rate of work-related accidents is identified. There is evidence of a negative selection-effect of the main international management standard for occupational health and safety. Potential distortions and biases that may be related to these and other findings in the scholarly literature are analyzed. Managerial implications of the main findings, implications for policy makers, and avenues for future research are discussed.     

Management commitment to safety as organizational support: relationships with non-safety outcomes in wood manufacturing employees

INTRODUCTION: Employee perceptions of management commitment to safety are known to influence important safety-related outcomes. However, little work has been conducted to explore non-safety-related outcomes resulting from a commitment to safety. METHOD: Employee-level outcomes critical to the effective functioning of an organization, including attitudes such as job satisfaction and commitment to the organization, were included on surveys given to 641 hourly production employees at three wood products manufacturing facilities. Participants' were asked about perceptions of management commitment to safety and job-related variables such as perceived dangerousness of their position, organizational commitment, and withdrawal behaviors. Supervisors also rated the performance of each of their hourly subordinates. RESULTS: Results suggest that employee outcomes differ based on perceptions of management's commitment to safety. Specifically, management commitment to safety was positively related to job satisfaction, organizational commitment, and job-related performance. We also found a negative relationship between commitment to safety and employee withdrawal behaviors. CONCLUSIONS: Our results suggest that increasing employee perceptions of management's personal concern for employee well-being through a dedication to safety will result in positive outcomes beyond improved safety performance. These results also imply that there is a type of social exchange between employees and management that may affect employees similarly to perceived organizational support. IMPACT ON INDUSTRY: Results further reinforce the value of a commitment to safety by a firm's management. Organizations with a strong commitment to safety may enjoy not only a reduction in safety-related events but also increases in desirable employee attitudes and behaviors.     

Safety and associated parameters influencing performance of rail road grade crossings: A critical review of state of the art

Introduction: Railroad grade crossings (RRGCs) have emerged as critical transportation infrastructures from the point of safety and operational aspects because two modes of transportation intermingle at the intersecting zone; the understanding of safety and traffic operation at RRGC is of prime concern while planning and designing this transportation facility. Method: In this context, this work tries to comprehend RRGC performance-related parameters from published literature and figure out critical gaps. An international synthesis on the identified potential parameters influencing the RRGC performance (i.e., safety, driver behavior, and operational impact) was carried out by critically reviewing the articles published worldwide. Furthermore, key findings, used variables, analysis methods, research gaps, and recommendations were studied. Results: The review revealed that many researchers had explored the driver behavior and safety aspect based on past crash data and violations prevailing at RRGC. However, little research has been done to evaluate the effect of highways' operational characteristics on the performance of RRGC. Moreover, limited investigation has been carried out to understand the dilemma of drivers and the proactive safety evaluation of pedestrians and non-motorized vehicles at RRGC. A total of seven critical research gaps concerning parameters are recognized, facilitating a clear agenda for further research pertaining to RRGC performance.     

Actual safety performance of the Malaysian offshore oil platforms: Correlations between the leading and lagging indicators

IntroductionThis study establishes the correlations between performance of a set of key safety factors and the actual lagging performance of oil platforms in Malaysia, hence the relevance of the key safety factors in evaluating and predicting the safety performance of oil and gas platforms. The key factors are crucial components of a safety performance evaluation framework and each key safety factor corresponds to a list of underlying safety indicators.MethodIn this study, participating industrial practitioners rated the compliance status of each indicator using a numbering system adapted from the traffic light system, based on the actual performance of 10 oil platforms in Malaysia. Safety scores of the platforms were calculated based on the ratings and compared with the actual lagging performance of the platforms. Safety scores of two platforms were compared with the facility status reports' findings of the respective platforms.ResultsThe platforms studied generally had good performance. Total recordable incident rates of the platforms were found to show significant negative correlations with management and work engagement on safety, compliance score for number of incident and near misses, personal safety, and management of change. Lost time injury rates, however, correlated negatively with hazard identification and risk assessment. The safety scores generally agreed with findings of the facility status reports with substandard process containment found as a contributor of hydrocarbon leaks.ConclusionsThis study proves the criterion validity of the safety performance evaluation framework and demonstrates its usability for benchmarking and continuous improvement of safety practices on the Malaysian offshore oil and gas platforms.Practical applicationsThis study reveals the applicability of the framework and the potential of extending safety reporting beyond the few conventional lagging safety performance indicators used. The study also highlights the synergy between correlating safety factors to streamline safety management on offshore platforms.     

Assessing characteristics related to the use of seatbelts and cell phones by drivers: Application of a bivariate probit model

IntroductionThe effects of cell phone use and safety belt use have been an important focus of research related to driver safety. Cell phone use has been shown to be a significant source of driver distraction contributing to substantial degradations in driver performance, while safety belts have been demonstrated to play a vital role in mitigating injuries to crash-involved occupants.MethodThis study examines the prevalence of cell phone use and safety belt non-use among the driving population through direct observation surveys. A bivariate probit model is developed to simultaneously examine the factors that affect cell phone and safety belt use among motor vehicle drivers.ResultsThe results show that several factors may influence drivers' decision to use cell phones and safety belts, and that these decisions are correlated.Practical applicationsUnderstanding the factors that affect both cell phone use and safety belt non-use is essential to targeting policy and programs that reduce such behavior.     

Organizational culture and a safety-conscious work environment: The mediating role of employee communication satisfaction

IntroductionA safety-conscious work environment allows high-reliability organizations to be proactive regarding safety and enables employees to feel free to report any concern without fear of retaliation. Currently, research on the antecedents to safety-conscious work environments is scarce.MethodStructural equation modeling was applied to test the mediating role of employee communication satisfaction in the relationship between constructive culture and a safety-conscious work environment in several nuclear power plants.ResultsEmployee communication satisfaction partially mediated the positive relationships between a constructive culture and a safety-conscious work environment.ConclusionsConstructive cultures in which cooperation, supportive relationships, individual growth and high performance are encouraged facilitate the establishment of a safety-conscious work environment. This influence is partially explained by increased employee communication satisfaction.Practical applicationConstructive cultures should be encouraged within organizations. In addition, managers should promote communication policies and practices that support a safety-conscious work environment.     

Synergism of Ergonomics,Safety, and Quality—A Behavioral Cybernetic Analysis

Abstract

This report extends a control systems or cybernetic model of behavior to the behavior of groups of many individuals—organizations and institutions—operating together with technology as complex sociotechnical (ST) systems. The premise is that the level of quality in performance of a complex ST system is predicated upon the degree to which its organizational design incorporates elements of a closed-loop behavioral control system: control goals and objectives, sensory receptors, sensory feedback, learning and memory, effectors, and sensory feedback control. From a control systems perspective, ergonomics is essential to effective organizational self-regulation. If working conditions are poorly designed, work performance and safety and quality outcomes cannot be closely controlled. Conversely, as shown by field evidence, good design promotes synergism between ergonomics, safety, and quality as a closed-loop consequence of effective employee and organizational self-control of system performance, safety, and quality.     

Investigating ethnic minorities' perceptions of safety climate in the construction industry

IntroductionAn increasing number of ethnic minorities (EMs) have been employed in the construction industry to alleviate severe labor shortages in many countries. Unfortunately, statistics show that EMs have higher fatal and non-fatal occupational injury rates than their local counterparts. However, EMs are often underrepresented in safety climate (SC) research as they are difficult to reach and gauge their perception. A positive relationship has been widely found between SC and safety performance. Understanding the safety perceptions of EMs helps to reduce injuries and improve their safety performance.MethodBased on a sample of 320 EMs from 20 companies in the construction industry, exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to identify the SC factors of EMs, and validate the extracted factors, respectively. Multivariate analysis of variance was undertaken to examine mean differences in perceptions of SC by personal characteristics.ResultsThree SC factors for EMs encapsulating 16 variables were identified through EFA. The hypothesized CFA model for a three-factor structure derived from EFA showed a satisfactory goodness-of-fit, composite reliability, and construct validity.ConclusionsThree SC factors were identified, namely: (a) safety management commitment, safety resources, and safety communication; (b) employee's involvement and workmate's influence; and (c) perception of safety rules, procedures and risks. The perceptions of SC differed significantly by nationality, marital status, the number of family members supported, and drinking habit.Practical applicationsThis study reveals the perception of EMs toward SC. The findings highlight the areas for safety improvement and provide leading indicators for safety performance of EMs. The findings are also enlightening for countries with a number of EMs, such as the United Sates, the United Kingdom, Australia, Singapore, and the Middle East.     

Safety impacts of bicycle infrastructure: A critical review

Problem and methodThis paper takes a critical look at the present state of bicycle infrastructure treatment safety research, highlighting data needs. Safety literature relating to 22 bicycle treatments is examined, including findings, study methodologies, and data sources used in the studies. Some preliminary conclusions related to research efficacy are drawn from the available data and findings in the research.Results and discussionWhile the current body of bicycle safety literature points toward some defensible conclusions regarding the safety and effectiveness of certain bicycle treatments, such as bike lanes and removal of on-street parking, the vast majority treatments are still in need of rigorous research. Fundamental questions arise regarding appropriate exposure measures, crash measures, and crash data sources.Practical applicationsThis research will aid transportation departments with regard to decisions about bicycle infrastructure and guide future research efforts toward understanding safety impacts of bicycle infrastructure.     

Moving FOCUS – The Fire Service Organizational Culture of Safety survey – From research to practice

Introduction: FOCUS, the Fire Service Organizational Culture of Safety survey, has evolved from a research to practice enterprise within the United States fire and rescue service. The FOCUS tool was developed through a FEMA Assistance to Firefighters Research & Development grant. Then it moved to practice in the field. To date over 35,000 firefighters have participated. A current FEMA Fire Prevention & Safety grant can support FOCUS assessment in up to 1,000 fire departments, with the potential of nearly 120,000 respondents. With each funding cycle, the goal of the FOCUS program is to grow and measure its research to practice impact. Methods: We describe how FOCUS safety culture results are disseminated to fire service stakeholders. By utilizing customized reports and a training curriculum we demonstrate how FOCUS is moving research to practice by: (1) illustrating how survey results can be delivered effectively to practitioners, (2) providing examples of how fire departments are using results, and (3) sharing the reactions of the fire service to the FOCUS instrument, reports, and our flagship data training curriculum – Culture Camp. Results' Conclusions: Qualitative and quantitative data are analyzed to demonstrate the impact and acceptance of the FOCUS report and Culture Camps. Stakeholders reflect on the report and the experience of having quantitative safety culture data. Culture Camps are evaluated qualitatively and quantitatively using a matching game exercise, pre/post-test, a fire department teach back, and a Qualtrics evaluation. Practical Applications: Traditionally, the fire service has focused on reducing negative safety outcomes. FOCUS is helping shift their attention further upstream in the prevention pathway through the measurement of important organizational outcomes. The research to practice evolution of the FOCUS program may hold utility for other occupational groups when considering how to steadily move occupational health and safety research to practice in the field for measurable impact.     

Improving workplace safety by thinking about what might have been: A first look at the role of counterfactual thinking

Introduction: Information processing theories of workplace safety suggest that cognition is an antecedent of safety behavior. However, little research has directly tested cognitive factors as predictors of workplace safety within organizational psychology and behavior research. Counterfactuals (cognitions about “what might have been”) can be functional when they consist of characteristics (e.g., “upward’ – focusing on better outcomes) that alter behavior in a manner consistent with those outcomes. This field study aimed to examine the influence of counterfactual thinking on safety behavior and explanatory mechanisms and boundary conditions of that relationship. Method: A sample of 240 medical providers from a hospital in China responded to three surveys over a four-month time frame. Results: Results showed that upward counterfactuals were positively related to supervisor ratings of safety compliance and participation. These relationships were mediated by safety knowledge but not by safety motivation. Upward counterfactuals were more strongly related to safety behavior and knowledge than downward counterfactuals. As expected, safety locus of control strengthened the mediating effects of safety knowledge on the relationship between upward counterfactuals and safety behavior. Conclusions and Practical Applications: The findings demonstrated that counterfactual thinking is positively associated with safety behavior and knowledge, thus expanding the variables related to workplace safety and laying some initial groundwork for new safety interventions incorporating counterfactual thinking.     

When and how personality predicts workplace safety: Evaluating a moderated mediation model

Introduction: Though previous research has linked personality and workplace safety, results have been inconsistent. Aims of the present study were to understand when and how personality factors predict safety performance. Methods: With 492 working adults, a moderated mediation model was tested whereby the relationship between personality and safety behavior was mediated by safety motivation and moderated by situation strength (i.e., safety climate perceptions). Results: Findings indicate that, aside from extraversion, safety motivation mediated all relationships between FFM personality traits and safety behavior. The mediated relationship between conscientiousness and safety motivation was attenuated by safety climate perceptions. However, relationships between all other personality traits and safety motivation, and ultimately safety behavior, remained consistent or, in the case of extraversion, was augmented at higher levels of safety climate perceptions. Conclusion: Results demonstrate an empirical basis for how and when personality translates into safety behavior at work. Additionally, findings provide a theoretical explanation for the mixed results among previous studies of personality’s relationship with safety outcomes. Implications are discussed for employee selection and training practices in safety-intensive industries.     

Thrill and adventure seeking in risky driving at work: The moderating role of safety climate

Introduction Within many industrialized countries, the leading cause of worker fatalities and serious injuries can be attributed to road trauma. In non-occupational research, high levels of sensation seeking personality, and specifically thrill and adventure seeking, have been associated with risky driving behaviors. In work driving literature, high organizational safety climate has been associated with reduced risky driving in work drivers. However, the extent that factors such as safety climate and thrill seeking interact in regard to work driving safety remains unclear, and the current research examined this interaction. Methods A total of 1,011 work drivers from four organizations participated in the research. Surveys were distributed online and hardcopies were sent via mail. The survey included measures of thrill and adventure seeking, safety climate and work-related driving behaviors, as well as questions relating to participant demographics and information about their work driving. Results The results demonstrated that safety climate significantly moderated the effect of thrill and adventure seeking trait on driving errors, driving violations, and driving while fatigued. Conclusion These results suggest that the development of a strong safety climate has the potential to improve work driving safety outcomes by reducing the impact of particular personality traits such as thrill seeking within an organizational context. Practical application To improve work driving safety, organizations and management need to develop strategies to encourage and foster positive work driving safety climate, particularly within work settings that may attract thrill and adventure seeking employees.