Service quality as goal and outcome of ergonomics ...

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11th International Symposium on Human Factors in Organisational Design and Management (ODAM 2014) CPH Conference

Service quality as goal and outcome of ergonomics research: user and employee perspectives
Paper
Author:Ole Henning SØRENSEN (Department of Business and Management, Aalborg University, Denmark)
Date: 2014-08-18     Track: B - Special sessions     Session: B3 - Performance measurement in ergonomics
DOI:10.4122/dtu:2300

Ergonomics research needs to design organizational level, occupational health interventions that contribute to improving organizational performance so as to become of practical relevance for management. This paper analyses a study evaluating the impact of such interventions on user satisfaction and service quality. The study conducted an employee survey with 754 preschool teachers in 98 Danish preschools and a user survey among 8116 parents. Significant correlations were found between well-being and service quality measures from both employees and users indicating a link between traditional ergonomic outcomes and organizational performance. Consequently, ergonomics research may benefit from including measures of organizational performance.