護理人員情緒勞務、情緒智力、工作壓力與留任意願之關聯性探討

Relationship between Nurses' Emotional Labor, Emotional Intelligence, Job Stress, and Intention to Stay

何玉菁(Yu Ching Ho) ； 王淑珍(Shu Chen Wang) ； 徐傑冠(Chieh Kuan Hsu) ； 傅美瓊(Fu Mei Chiung) ； 邢鴻君(Hung Chun Hsing) ； 李幸樺(Hsing Hua Li)

《醫院雜誌》 55卷2期 (2022/06) Pp. 46-60

摘要

目的：護理人員穩定留任是醫院營運的重要課題，本研究探討護理人員的工作壓力、情緒勞務、情緒智力現況與留任意願之間的關係。方法：採橫斷式研究，以北部某醫學中心及其兩個分院的護理人員為研究對象，採結構式問卷調查，收案期間為2020年5月至7月，共回收570份問卷，有效問卷計559份。結果：護理人員普遍具備良好情緒智力，但對情緒勞務的認知較高，因此有較高的工作壓力，其中最大的壓力來源是職業危害。在內科和外科服務的護理人員，其工作壓力及情緒勞務偏高、留任意願偏低。年輕、未婚、輪班或固定排大／小夜班的護理人員，其留任意願偏低、工作壓力偏高。在婦產兒科服務的護理人員有較高的留任意願。依階層迴歸分析結果，情緒勞務對工作壓力呈現顯著正向影響關係，情緒智力對工作壓力呈現顯著負向影響關係，工作壓力對留任意願呈現顯著負向影響關係。結論：情緒勞務與情緒智力會影響護理人員的工作壓力，而工作壓力則會影響護理人員的留任意願；醫院應重視護理人員情緒管理議題，例如辦理情緒管理課程或舒壓活動，或訓練其自我情緒調適能力，能有效降低其工作壓力進而提高留任意願。

關鍵字

工作壓力 ； 情緒勞務 ； 情緒智力 ； 留任意願

並列摘要

Purpose: Nurse retention is a key issue in hospital operations. Therefore, we investigated the relationship among nurses' job stress, emotional labor, emotional intelligence, and intention to stay. Methods: In this cross-sectional study, a structured questionnaire was administered to nurses working at a medical center in Northern Taiwan and its two branches between May 2020 and July 2020. A total of 570 questionnaires were returned, and 559 were considered valid. Results: The nurses possessed good emotional intelligence. However, they exhibited high levels of perceived emotional labor, leading to high job stress that predominantly originated from occupational hazards. Nurses working in the internal medicine and surgery departments exhibited higher job stress and emotional labor and lower intention to stay. Moreover, young, single nurses and nurses working rotating shifts or fixed evening or graveyard shifts exhibited a lower intention to stay and higher job stress, whereas nurses working in the obstetrics and gynecology and pediatrics departments had a higher intention to stay. The results of hierarchical regression analysis revealed that emotional labor had a significantly positive influence on job stress, emotional intelligence had a significantly negative influence on job stress, and job stress had a significantly negative influence on intention to stay. Conclusion: Emotional labor and emotional intelligence influenced nurses' job stress, which in turn influenced nurses' intention to stay. Therefore, hospitals should improve emotional management by adopting measures, such as organizing emotional management courses or stress-relieving activities and providing training in emotional self-regulation, to effectively reduce job stress and ultimately increase nurses' intention to stay.

並列關鍵字

job stress ； emotional labor ； emotional intelligence ； intention to stay