護理職場不文明行為與心理資本之初探：資源保存理論觀點

Exploring the Relationship between Workplace Incivility Behavior and Psychological Capital in Nursing Profession: Conservation of Resources Perspective

高月慈(Yueh-Tzu Kao) ； 呂芸誼(Yun-Yi Lu) ； 鄒綉菊(Shiow-Jyu Tzou) ； 謝幸燕(Hsing-Yen Hsieh)

《安泰醫護雜誌》 26卷2期 (2020/12) Pp. 45-60

摘要

背景：不文明行為是不友善職場環境的要因之一。臨床護理人員承擔來自病患、家屬、同事不當對待的風險及隨之而來的壓力。目的：從資源保存理論觀點，以臨床護理人員為對象，探究護理人員因應不文明行為個人資源耗損的情形，檢視顧客不文明行為及同事不文明行為與個人心理資本的關聯，並比較兩項不文明行為的影響程度。方法：樣本來自南部某醫院345位護理人員，採兩階段問卷調查，回收有效問卷299份，參與率87%。結果：迴歸分析顯示顧客不文明行為與心理資本顯著負相關。t檢定結果顯示顧客不文明行為顯著高於同事不文明行為。結論：因病患、家屬的不當行為使護理人員心理資本流失。為避免後續負面情境持續出現，醫療機構應強化成員個人資源，以儲備應對壓力能量；醫院行政與護理管理階層的支持與介入，提供優質的工作環境，將有益提升成員士氣及人才留任。

關鍵字

不文明行為 ； 心理資本 ； 資源保存理論 ； 護理人員

並列摘要

Background: Incivility contributes greatly to a hostile working place, and clinical nurses are particularly likely to be subjected to stress caused by the uncivil behavior of both customers and coworkers. Purposes: Using conservation of resources theory, this study aimed to examine the effects of customer and coworker incivility on psychological capital, an important personal resource. In addition, the magnitude of those effects was compared. Methods: Questionnaires were distributed twice (Time 1 and Time 2, spaced 2 months apart) to 345 nurses working at a hospital in Southern Taiwan. Independent variables (customer and coworker incivility) and control variables were measures at Time 1, and the dependent variable (psychological capital) was measured at Time 2. In total, 299(87%) valid responses obtained. Results: Psychological capital was negatively associated with customer but not coworker incivility. The results of hierarchical regression analysis indicated that customer incivility predicted psychological capital negatively. A t test revealed that customer incivility was significantly more severe than coworker incivility. Conclusions: Customer incivility depletes nurses' psychological capital, a previous resource. Therefore, ameliorating workplace incivility, and thereby cultivating a friendly work environment, for nursing staff is an urgent challenge that both hospital administrators and nursing managers must address.

並列關鍵字

incivility behavior ； psychological capital ； conservation of resources ； nurses