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Keywords: Safety climate
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Journal Articles
Improving service operations: linking safety culture to hospital performance
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2017) 28 (1): 57–84.
Published: 20 March 2017
... and capability to demonstrate quality service behavior when interacting with customers (Lia, 2007 ; Drach-Zahavy and Somech, 2013). Similarly, HRO theory stresses the importance of a safety climate in providing the motivation and capability to exhibit safety behavior (de Koster et al., 2011). Although...
