護理人員情緒勞動對工作滿意度之影響及其中介歷程探討：工作要求-資源模式觀點

隨著國人健康意識的提高，對於醫療服務的品質也越來越重視，伴隨著生活型態改變、衛生醫療科技進步及疾病型態改變，對於醫療照護之需求以治療與照護並重。在龐大醫療服務市場且醫療院所彼此競爭環境下，醫療照護工作必須與服務業一樣，醫院越來越重視病人滿意度的呈現，對醫療照護人員而言，除了工作付出勞力外，情緒表達同樣成為工作的一部分，要求醫療照護人員需於工作中表現出適當之情緒。本研究採用工作要求-資源模式作為理論基礎，並整合動機歷程（工作敬業）及能量歷程（職業倦怠），探討護理人員的情緒勞動是否會透過這兩種歷程，進一步預測護理人員工作滿意度。本研究採用結構式問卷進行立意取樣調查，以某國軍醫院醫護人員為研究對象，以研究者編制的量表為工具，共發出調查問卷310份，共回收310份有效問卷，問卷有效回收率為100%，問卷經信度、效度檢定，整體問卷的內部一致性係數為0.80，並通過IRB審查。研究結果顯示，工作要求會減少情緒勞動中深層演出，而工作資源會增進情緒勞動中深層演出，護理人員情緒勞動對工作滿意度有顯著正相關，以情緒勞動、工作敬業、職業倦怠為預測變項，可解釋工作滿意度32.6 %之變異量，進一步驗證中介效果，發現工作敬業與職業倦怠皆對情緒勞動與工作滿意度有部分中介之效果。

關鍵字

護理人員；情緒勞動；工作滿意度；工作要求-資源模式

並列摘要

Rising health awareness among citizens has led to more scrutiny on the quality of medical services. As the people's way of life, advances in health and medical technology, and types of affecting diseases change, the demand for medical care has transformed to emphasize on both treatment and care. Competition with the enormous medical services market and medical institutions have also driven medical care work into a services industry-like model, with hospitals becoming more interested in indicators such as patient satisfaction. Nursing Staffs are now required to not only provide traditional labor-based services, but they are also required to express the appropriate emotions during their work. This research adopted a job demand-resources model as the theoretical basis to integrate the motivational process (i.e., work ethics) and the energy process (i.e., job burnout). The research also discussed whether the emotional labor of Nursing Staffs would be processed through the two processes. Nursing Staffs job satisfaction is then predicted based on the analytical results. The research adopted a structured questionnaire model to conduct a purposive sampling survey. Research targets were selected from the Nursing Staffs of a military hospital. A scale created by this author was used as the instrument of measure, with 310 questionnaires administered and 310 valid returns, achieving a 100% return rate. The questionnaires were tested for reliability and validity testing, with the questionnaire's internal coherence coefficient at 0.80. The questionnaires also passed the IRB review process. Research results indicate that work demand would decrease the deep-acting of emotional labor, and job resources would increase the deep acting of emotional labor. Healthcare professionals' emotional labor was shown to bear a positive significance to job satisfaction. With emotional labor, work ethics, and job burnout as predictive variables, it is possible to interpret that work satisfaction has a 32.6% variance. The intermediary effect was further tested, and it was discovered that work ethics and job burnout show a partial intermediary effect on emotional labor and job satisfaction.