Effect of Nurses' Emotional Labor on Customer Orientation and Service Delivery: The Mediating Effects of Work Engagement and Burnout
Effect of Nurses' Emotional Labor on Customer Orientation and Service Delivery: The Mediating Effects of Work Engagement and Burnout
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DOI：
10.1016/j.shaw.2017.12.001
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发表时间：
2018-12-01
影响因子：
3.5
通讯作者：
Kim, Yun-Hyung
中科院分区：
文献类型：
--
作者：
Han, Sang-Sook;Han, Jeong-Won;Kim, Yun-Hyung
背景：组织成员的情绪劳动影响个体层面的心理幸福感，进而影响组织层面的结果。此外，尽管有证据表明护士的顾客导向和服务水平对医院管理有很大影响，但缺乏全面分析与顾客导向和服务水平相关的情绪劳动、工作倦怠和工作敬业度的研究。本研究通过设计护士情绪劳动对服务提供水平和顾客导向的影响模型，研究了护士情绪劳动与服务提供水平和顾客导向之间的关系和路径。方法：本研究基于路径分析，旨在验证护士情绪劳动、服务提供水平、顾客导向、工作投入和职业倦怠的假设模型。于2013年3月25日至4月8日对韩国首尔500多张床位的综合医院的378名护士进行问卷调查。结果：深度行动和工作投入对提高护士的服务水平和顾客导向有直接和间接的影响。结论：在临床护理环境中，制定干预措施以提高深度行为和工作敬业度将比试图减少表面行为和工作倦怠更为有效。(C)2017年职业安全与健康研究所，由爱思唯尔韩国有限责任公司出版。
Background: The emotional labor performed by organization members affects psychological well-being at the individual level, which consequently affects results at the organizational level. Moreover, despite evidence that the customer orientation and service level of nurses greatly affect hospital management, studies that comprehensively analyze emotional labor, work burnout, and work engagement related to customer orientation and service level are lacking. This study investigated relationships and paths by designing a model of the effect of emotional labor performed by nurses on the level of service delivery and customer orientation.Methods: This survey-based study was based on a path analysis designed to verify a hypothesized model involving emotional labor performed by nurses, level of service delivery, customer orientation, work engagement, and burnout. Questionnaires were distributed to 378 nurses in general hospitals with more than 500 beds located in Seoul, Republic of Korea, between March 25 and April 8, 2013.Results: The results showed that deep acting and work engagement had direct and indirect effects on increasing the level of service delivery and customer orientation of nurses. However, surface acting had an indirect effect on reducing the level of service delivery and customer orientationConclusion: It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce surface acting and work burnout in clinical nursing settings. (C) 2017 Occupational Safety and Health Research Institute, Published by Elsevier Korea LLC.