探討護理人員之情緒勞務、工作壓力及工作態度對工作績效之影響

Investigating the Impact of Nurses' Emotional Labor, Job Stress, and Work Attitude on Job Performance

汪季婷(Chi-Ting Wnag)

指導教授 ： 蔡明智

義守大學/管理學院/管理碩博士班/碩士(2017年)

摘要

近年來國內醫療環境快速改變，護理師除了臨床工作之外，還被要求要處理醫院評鑑等諸多行政工作，使得護理人員的工作負荷與壓力倍增。在上級要求服務禮儀、病人權益意識抬頭、工作負荷日益增加的情形下，護理人員的情緒勞務不僅是其日常工作中的核心要素，其影響與重要性也與日俱增。護理人員的情緒勞務負擔，是否會影響其工作壓力或工作態度？進而影響護理人員的工作表現？是一個相當值得探討的議題。
隨著國內服務業從業人口的增加，情緒勞務的相關研究也逐年增加。但在現有的研究中，護理人員的情緒勞務、工作壓力及工作態度對其工作績效之影響的研究，相對較少。本研究彙整現有關於情緒勞務、工作壓力、工作態度及工作績效之關係的研究。採問卷調查法，以醫院護理人員為研究對象，了解其情緒勞務與工作壓力的現況，並探討其情緒勞務、工作壓力及工作態度對其工作績效的影響。
研究結果顯示：1.護理人員的情緒勞務對其工作壓力、工作態度及工作績效有顯著影響。2.護理人員的工作壓力對其工作態度與工作績效有顯著影響。3.護理人員的工作態度對其工作績效有顯著影響。根據研究結果，本研究亦提出相關建議，以供立法機關、醫療衛生主管機關及各相關單位等，在未來護理人力資源規劃與運用時的參考。

關鍵字

情緒勞務 ； 工作壓力 ； 工作態度 ； 工作績效

並列摘要

In recent years, the domestic medical environment has changed rapidly. In addition to clinical work, nurses are required to handle the hospital evaluation and many other administrative works, which increases the workload and pressure of nurses. In the case of superior demands for service etiquette, rising awareness of patients' rights and interests, and increasing workload, the emotional labor of nurses are not only the core elements of their daily work, but also their influence and importance are increasing. Does the emotional labor burden of nurses affect their job stress or work attitude? And thus affect their job performance? It is a question worth to investigate.
As the number of employees keeps increase in the domestic service industry, the related research on emotional labor has increased year by year. However, only few researches are focus on the impact of nurses' emotional labor, job stress and work attitude on their job performance. This study summarizes the existing research on the relationship between emotional labor, job stress, work attitude, and job performance. Using questionnaire survey method, takes nurses in hospital as the research object. Explores the current situation of emotional labor and job stress, then investigate the impact of emotional labor, job stress, and work attitude on their job performance.
The results reveal that: 1. the emotional labor of nurses have a significant impact on their job stress, work attitude and job performance. 2. The job stress of nurses has a significant impact on their work attitude and job performance. 3. The work attitude of nurses has a significant impact on their job performance. Base on the results, this study also provides relevant suggestions for the legislature, medical and health authorities, and the relevant units, as reference in the future for human resources planning and application.

並列關鍵字

Emotional Labor ； Job Stress ； Work Attitude ； Job Performance

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