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
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

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.