Documents Briner, Rob 4 results

"Service profit chain and service climate research identifies the importance of employee attitudes and employee service behavior as mediating between organizational practices and customer satisfaction. While the importance of employee attitudes and customer service performance are acknowledged, there are calls to more precisely specify proximal mediators between employee attitudes and customer satisfaction. We propose a model in which the relationship between unit-level organizational commitment and customer attitudes is not direct but mediated via employees' customer service delivery including queuing time, serving time and service quality. We conducted a longitudinal unit-level analysis (N = 39) aggregating employee (N over 893) organizational commitment and customer (N over 1248) satisfaction data, and customer service behavior drawn from organizational records. Our model received reasonable support from basic tests of the predictive associations between unit-level organizational commitment, customer-relevant employee behaviors and customer satisfaction; however, organizational commitment was not found to be an important predictor in more rigorous change analyses. The findings as a whole therefore suggest that organizational commitment is a feature of units delivering fast, quality service, but its causal role is as yet unclear."

"The practice of systematic assessment of psychosocial hazards in the workplace is required under health and safety legislation. A series of qualitative and diary studies showed that people do have elaborate mental models of phychosocial hazards; that these mental models predict subsequent levels of important personal and organisational phenomena such as well-being and performance; and that variation in mental models of psychosocial hazards might be explained by a limited number of dimensions. An instrument to assess mental models of psychosocial hazards has been developed and validated. Explains the implications of a cognitive approach for psychosocial risk management, and how to use the instrument."

"Undertaken to identify the best available evidence on the ways in which the following nine stressors affect individuals at work: poorly designed/managed workload; poorly designed/managed work scheduling; poorly designed/managed work design; poorly designed/managed physical environment; lack of skill discretion; lack of decision authority; lack of appropriate proactive support; lack of appropriate reactive support; poorly designed/managed procedures for eliminating damaging conflict at individual/ream level (bullying/harassment).The overriding aim was to conduct the review in as explicit and objective a manner as possible. To ensure that this was the case, the review was, so far as was possible conducted in line with principles of evidence based approaches: i.e. a systematic way of pulling together and assessing the quality of evidence around a given research question and making recommendations for practice. "

"Health and safety legislation requires that employers regularly conduct risk assessments to identify what in their workplace is a potential hazard to (ie. could harm) employee health. The idea of risk assessment for physical hazards is well-established. More recently attention has focused on the assessment of risk from psychosocial hazards and in doing so measures have been developed or adopted from research to assess the prevalence of workplace stressors. Whilst much research has been done on stress, there exists no systematic overview of the different types of stressor measures available in the UK, nor is there any consistently recorded information about their relative merits. This report and the work it describes were funded by the Health and Safety Executive (HSE). Its contents, including any opinions and/or conclusions expressed, are those of the authors alone and do not necessarily reflect HSE policy."