本研究的主要目的在於瞭解護理人員之情緒勞務及工作壓力概況,並探討其與因應行爲之相關性。以橫斷式結構問卷調查229位中部某醫學中心之護理人員,結果發現護理人員整體之情緒勞務偏高,分數爲3.90±0.76,且承受中重度的工作壓力,整體工作壓力分數爲3.42±0.98,而面對情緒勞務及工作壓力時,通常有「趨近」及「樂觀」的因應行爲。此外,年齡、婚姻狀況、任職職位、任職年資及進階職級與情緒勞務、工作壓力及因應行爲有相關性;同時,情緒勞務及工作壓力類別與因應行爲類別之間也有關聯性。本研究建議醫院應多方面協助護理人員調適工作情緒及壓力,透過營造良好的工作環境和氣氛、建構良性的護病關係,並適當地增加護理人力及成立「支持團體」,以維護護理人員的身心健康,並提升醫療服務品質。
This study explores the determinants of nurses' emotional labor and job stress, and analyzes the relationships among their coping behaviors. This cross-sectional study uses a structured questionnaire as an instrument, and employs 229 samples from nursing department of a medical center in central Taiwan. This study reveals that nurses perceived high emotional labor (3.90) and generally high stress levels (3.42). Nurses frequently adopt approach and optimism behaviors to cope with job stresses. Personal factors including age, marriage, position, service years, and nurse advancement are significantly related to emotional-stress-coping. The three distinct categories of emotional-stress-coping are also related. The findings of this study suggest that hospital managers should help nurses adjust themselves to their jobs in terms of emotions and job stress, through promoting a good working environment and atmosphere, constructing good nurse-patient relations, allocating adequate staffing, and establishing specialized support associations, to safeguard nurses' physical and mental health, and improve medical care quality.