- 期刊
THE PERSONALITY AND EMOTIONAL INTELLIGENCE OF MEDICAL PROFESSIONALS FOR IDENTITY ON ADAPTIVE SELLING BEHAVIOR OF CARE SERVICES
醫事人員人格特質與情緒智能對於照顧服務的適應性銷售行為
摘要
In the highly competitive health care industry, services provided by the medical professionals can be regarded as the sale of an appropriate care service to patients. In particular, there are many different types of patients that the first line medical professionals face each day. Adaptive Selling Behavior (ASB) of the care service offered is to achieve a successful nurse-patient relationship. That is, the care service provided by the medical professionals is composed of different members from different backgrounds. Hence, the team's cross-sector integration and multi-integration are the most important directions for improving the quality of care and work performance, and also the aspects explored with industrial and organizational psychology. The purpose is for the ＂most suitable person＂ to provide the ＂most suitable service＂ at the ＂optimal time＂. This study used a questionnaire survey to investigate 519 medical professionals and explored the relationship between the personalities and Emotional Intelligence (EI) of medical professionals and ASB of care services. The more the medical professionals are inclined to type A personality, the higher the ASB of the care service they provide will be; when the potential shortcomings of type A personality are too impatient, EI will adjust its relationship. The higher (lower) the EI, the stronger (weaker) positive impact of type A personality on the ASB of the care service will be. This indicates that when the medical professionals have a higher EI, the ASB of care service will enhance. EI can effectively adjust the type A personality of the medical professionals and the ASB of care services that they demonstrate. This research suggests that hospitals select candidates with high EI in the future, or they can increase the curriculum of the emotional aspects, which will not only promote the ASB of care service, but also maintain a better interaction with the patients. It is further proposed to achieve balance through emotional intelligence AIMP to assess, identify, modulate and perform, to improve the overall care service as a reference basis for the education and training of medical professionals.
並列摘要
在競爭激烈的健康照護產業中，醫事人員所提供的服務可視為一種銷售病患適切的照顧服務行為，尤其每天第一線需面對許多不同類型的病患，所提供照顧服務的適應性銷售行為將是達到成功護病關係，亦即醫事人員所提供的照顧服務是由不同成員彼此不同背景所組成，因此團隊的跨部門整合與多元融合是提升照顧品質、工作績效最重要的方向，亦是與工業與組織心理學所探索的層面，目的是希望將「最適的人」於「最適的時間」提供「最適的服務」。本研究採取問卷調查研究，以519位醫事人員為研究對象，探討醫事人員的人格特質（personality）、情緒智能（EI）與照顧服務的適應性銷售行為（ASB）之關係。醫事人員越偏向Type A personality，所做出的照顧服務的ASB會越高；Type A personality存在的潛在缺點過於急躁時，EI將可調節其關係。EI越高（低）的人，對於Type A personality照顧服務的ASB之正向影響效果較強（弱），這表示當醫事人員具有較高的EI時，會強化照顧服務的ASB。EI可有效調節醫事人員的Type A personality 與其所展現的照顧服務的ASB，本研究建議醫院未來可以甄選擁有高EI的應試者，或是可以增加情緒方面的課程，不但可促進照顧服務的ASB外，還可與病患之間保持的較好的良好互動，進一步提出透過情緒智能的AIMP：評估（assess）、分辨（identify）、調節（modulate）與運用（perform）以達到平衡，使整體提升照顧服務量以作為醫事人員教育訓練方面之參考依據。