護理人員工作愉悅感、工作挫折感對工作績效之影響—以溝通品質為中介變項

The Effects of Work Excitement and Work Frustration on Job Performance of Nurses: The Communication Quality as Mediating

王郁心(Yu-Shin-Wang)

指導教授 ： 秦兆瑋

長榮大學/健康科學學院/醫務管理學系(所)/碩士(2017年)

摘要

前言：溝通最重要的目的是提供工作上所需的資訊，與對組織能產生正向有利的態度，以促進彼此之間的協調，並增進個人工作績效及其滿足感，而工作上的正向情感可以產生激勵提升自我效能及工作成果，負向的情感除對身心健康產生負面影響外，也同時容易引起倦勤及離職的想法，亦會間接影響工作績效。
目的：本研究主要目的乃是探討護理人員工作愉悅感、工作挫折感對溝通品質及工作績效之影響，並進一步探討溝通品質在工作愉悅感、工作挫折感與工作績效之間的中介效果。
方法：本研究為橫斷面研究，採便利抽樣，研究對象以台南市兩家區域級醫院工作年資滿6個月(含)以上之護理人員進行問卷調查法。總共發放260 份問卷，回收之有效問卷為252份，有效問卷回收率為96.9%。本研究以 SPSS 21與AMOS 21 為分析工具，針對工作愉悅感、工作挫折感、溝通品質與工作績效各構面，進行因素與信效度分析確保研究品質，並運用迴歸分析證實工作愉悅感、工作挫折感、與工作績效間的關係，與溝通品質在工作愉悅感、工作挫折感與工作績效間之中介效果。
結論：本研究結果顯示，工作愉悅感、工作挫折感、與工作績效呈現正向關係，顯見護理人員工作愉悅感愈高、工作挫折感程度越低，有助於提升工作績效。工作愉悅感、工作挫折感與溝通品質亦呈現顯著正向關係，護理人員感受工作愉悅感高、工作挫折感低，溝通品質感受則越高。本研究結果可讓醫療機構主管瞭解工作愉悅感、工作挫折感對護理人員的影響，進而營造提升護理人員工作愉悅感、降低工作挫折感的工作環境，提升工作績效，並透過溝通品質進而促進工作績效提升。

關鍵字

工作愉悅感 ； 工作挫折感 ； 溝通品質 ； 工作績效

並列摘要

The most important purpose of communication is to provide the information needed for the work and to have a positive attitude towards the organization in order to promote coordination between each other and to enhance personal’s working performance. The positive emotions can generate incentive to enhance self-efficacy and increase working outcomes. Negative emotions, in addition to having negative effects on physical and mental health, are also likely to cause tiredness and resignation; hence indirectly affect job performance.
The main purpose of this study is to explore the impact of nursing staff’s work excitement and frustration on communication quality and job performance. Thereafter, explore how the communication quality has intermediary effect between working excitement, working frustration and job performance.
This study is a cross-sectional study and is using convenience sampling method. Research objects were chosen among two regional hospitals in Tainan City who have more than 6 months (included) experiences as nursing staffs. A total of 260 questionnaires were given and 252 questionnaires were collected. The effective questionnaire response rate is 96.9%. This research uses SPSS21 and AMOS21 as the analysis tools to ensure the quality of the study focusing on working excitement, working frustration, communication quality and job performance. This research also utilizes the regression analysis to verify the relationship between working excitement, working frustration and working performance, as well as to verify the influence on work excitement, work frustration and work performance from the quality of communication.
The results of the study show that the working excitement, working frustration and working performance do have positive relationships. According to the data we collected, the more pleasant the nursing staffs feel; less frustration will occur and the working efficiency will increase. The results also indicate that work excitement, work frustration and the communication’s quality are related to each other. When nursing staff feel more pleasant than frustrated while working, the quality of communication increases. This research’s outcomes will let the nursing supervisors in medical institutions understand the impact of work excitement and work frustration on nursing staff; therefore, improve the working environments that enhance the nursing staff’s pleasant feeling and diminish the frustration during work. As the nursing staff enjoy the job, the quality of communication will increase and then lead to a better working efficiency.

並列關鍵字

Work excitement ； work frustration ； communication quality ； job performance

參考文獻

莊惠敏（2002），醫院護理人員工作價值觀與工作投入關係之研究-以基督教醫院為例。台北：國立政治大學行政管理研究所碩士論文。

榮泰生、曾志誠 (2004) 。信任、承諾、溝通對合作績效關係影響之研究－以台灣聯貸市場為例，數據分析，3，84-104。

劉越萍(2009)。利用醫療團隊訓練以促進病人安全。醫療品質雜誌，3(1)，68-72。

劉雅惠、劉偉文（2009）．護理人員情緒勞務、工作壓力與因應行為之相關性研究．醫護科技期刊，11（2）， 98-115 。

張遠萍、蔡來蔭、廖瑞原、王凰伊、王秀紅（2012）。工作愉悅度與工作挫折感中文版量表之信效度驗證，護理暨健康照護研究，8 (3) ，P232-241。