護理師情緒勞務策略與職家衝突關係之研究：反芻思考的中介角色

The Study of Relationship Between Emotional Labor Strategy and Work-Family Conflict of Registered Professional Nurses：The Mediating Effect of Rumination

林棉玲(Lin Mien-Ling)

指導教授 ： 陳寬裕

國立屏東科技大學/人文暨社會科學院/休閒運動健康系所/碩士(2018年)

https://doi.org/10.6346/THE.NPUST.RSHP.014.2018.F03

摘要

論文摘要：
護理師(Registered Professional Nurses)為高情緒勞務工作者，過往文獻已證實情緒勞務會增加其心理負擔，進而影響職家衝突，但反芻思考於其間所扮演的角色，仍未被提及。本研究以反芻思考作為中介變項，並將反芻思考分為反思、憂思及憂鬱想法三個構面，運用PLS-SEM (Partial Least Square-Structural Equation Model)進行分析，探討護理師情緒勞務策略與職家衝突間之關係。本研究以區域教學醫院之護理師為樣本，採立意抽樣及滾雪球抽樣方式進行問卷調查，共發放320份問卷，回收有效問卷309份。研究結果證實：運用深層演出策略之護理師，工作時擁有較高的正向情緒，透過反芻思考中反思構面之中介角色，不易造成職家衝突。而使用表層演出策略之護理師，工作時內心擁有較多負向情緒，經由反芻思考中憂思及憂鬱想法構面的中介角色，產生職家衝突程度較高。

經實證分析後，本研究提出以下建議：
一、醫療管理者應給予充裕之護理人力配置、合理的護病比、明確界定工作範疇以確保其工作之專業性、並且提供安全之工作環境。
二、多元適性用才，對於其特質，給予適切與適性的發揮空間，即安排適合員工內在條件的工作崗位。
三、適時引導給予專業教育訓練，提供其心理、靈性的諮詢課程及相關支持管道，主管主動探究、瞭解其目前工作上可能遭遇到之壓力及挫折，引導其調整認知方式，提升正面情緒，以降低負面情緒負擔。

關鍵字

情緒勞務策略 ； 反芻思考 ； 職家衝突

並列摘要

Abstract：
Registered professional nurses are workers of jobs requiring high emotional labor. Prior research has empirically confirmed that emotional labor increases psychological burden and further affects work-family conflicts. However, the role of rumination in the above-mentioned relationship has never been mentioned. This study considered rumination as a mediator variable and identified three dimensions of rumination, including reflection, brooding, and depression-related. Using PLS-SEM (Partial Least Square-Structural Equation Model), this study attempted to investigate the relationship between emotional labor strategies and work-family conflicts among registered professional nurses. The sample comprised registered professional nurses in regional teaching hospitals. 320 questionnaires were distributed based on purposive sampling and snowball sampling, and 309 valid responses were collected. Empirical results showed that registered professional nurses using the deep acting strategy tended to have more positive emotions at work, which, under the mediating effect of the reflection dimension of rumination, were less likely to cause work-family conflicts; registered professional nurses using the surface acting strategy tended to have more negative emotions at work, which, under the mediating effects of the brooding and depression-related dimensions of rumination, would induce higher work-family conflicts.

Through an analysis of the empirical results, this study proposed the following suggestions:
(1) Medical institution managers should maintain employment of sufficient nursing staff, a reasonable ratio of nurses to patients, and a clear division of tasks to ensure the professionalism of nurses and the safety of their work environment.
(2) Employees should be deployed and given appropriate opportunities to exert personal abilities based on their talents and specialties. That is, each employee should be placed in a position that suits his or her inner qualities.
(3) In addition to professional educational training, employees should be given mental and spiritual counseling as well as access to support when necessary. Managers should be active in investigating and understanding the potential pressure and frustration that employees may be faced with, and then offer guidance to help employees adjust how they view the stressors and improve their positive emotions to reduce the burden of negative emotions.

並列關鍵字

Emotional Labor Strategy ； Rumination ； Work-Family Conflict

參考文獻

Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.

Nolen-Hoeksema, S. (2000). The role of rumination in depressive disorders and mixed anxiety/depressive symptoms. Journal of Abnormal Psychology, 109(3), 504-511.

中文部分:

中華民國護理師護士公會全國聯合會(2016)網站：www.nurse.org.tw

田育昆(2007)。國民小學教師情緒勞務與組織承諾關係之研究-以桃竹苗四縣市為例。新竹縣教育研究集刊，7，33-76。