從情感事件理論探討負面事件對護理師情緒勞務、離職傾向及服務行為之影響

研究目的：醫院的工作場域負面事件頻傳，影響著護理師情緒勞務及醫護表現。過去少研究探討負面事件對護理師情緒歷程之影響。因此，本研究調查負面事件對醫護人員情緒勞務及行為影響之研究。研究方法：本研究以負面事件、情緒勞務、離職傾向、努力行為、破壞行為等構念量表為研究工具，採問卷調查法以台北一醫院護理師為對象進行調查，回收有效樣本327份。研究結果：經由線性結構模式分析，負面事件會影響深層演出、深層演出會影響離職傾向及服務努力、表層演出對服務破壞有顯著的影響。就理論貢獻上，本文整合不同學理觀點，提出一個中介機制－即情緒勞務如何中介負面事件對離職傾向、行為結果之模型。研究結論：本文提出負面事件對護理師情緒和行為間接經由情緒勞務之影響。依據此結論建議醫院須有效控管負面事件對護理師的影響。

關鍵字

負面事件；情緒勞務；離職傾向；努力行為；破壞行為；護理師

並列摘要

Purposes: There have been multiple cases of negative events caused by patients (and their relatives) in many hospitals. These events greatly increase the burden of nurses' emotional labor and affect nurses' medical service. Yet there has been limited research on how negative events affect nurses' emotional labor and behavior in past literature on the hospital industry. Therefore, the purpose of this study is to investigate the effect of negative events on nurses' emotional labor, turnover intention and behavior outcomes. Methods: This study employed a survey investigation approach to collect data from 327 nurses in a hospital in Taipei to test the proposed model. The questionnaire consisted of questions about participants' characteristics, negative events, emotional labor, turnover intention, effort behavior, and sabotage behavior. Results: Based on an analysis via linear structural modeling, negative events affect deep acting, deep acting affects turnover intention and effort behavior, and surface acting affects sabotage behavior. In terms of its theoretical contribution, this project could advance this line of inquiry by integrating different theories and proposing how emotional labor, as a mediating mechanism, mediates the relationship between negative patient events, turnover intention and behavior outcomes. Conclusions: This study concludes that the impact of negative events on nurses' emotions and behaviors is mediated by emotional labor. Based on discussions of the theoretical and practical aspects, the importance of negative events control can also be provided to hospitals.

並列關鍵字

Negative events ； Emotional labor ； Turnover intention ； Effort behavior ； Sabotage behavior ； Nurses

參考文獻

紀乃文、陳珮綺、林宥吟（2017）．顧客負面事件影響顧客導向公民行為、服務破壞行為的認知與情感歷程：服務人員顧客導向特質與情緒展示規則的干擾效果．組織與管理，10(2)，155-200。https://doi.org/10.3966/199687602017081002004

劉雅惠、劉偉文（2009）．護理人員情緒勞務、工作壓力與因應行爲之相關性研究．醫護科技期刊，11 (2)，98-115。https://doi.org/10.6563/TJHS.2009.11(2).3

Wang, M. L., & Chang, S. C. (2016). The impact of job involvement on emotional labor to customer-oriented behavior: an empirical study of hospital nurses. Journal of Nursing Research, 24(2), 153-162. https://doi.org/10.1097/jnr.0000000000000114

黃敦群、紀乃文、張雅婷、郭洧岑（2014）．情緒勞動的前因，後果與潛在干擾變數：統合分析法之探討．人力資源管理學報，14(3)， 93-134。https://doi.org/10.6147/JHRM.2014.1403.04

劉心瑜、吳宗祐（2012）．負向顧客事件頻次與樂觀性格對情緒勞動的預測效果：服務關係長短的調節效果．人力資源管理學報，12(4)， 1-28 。https://doi.org/10.6147/JHRM.2011.1204.01

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從情感事件理論探討負面事件對護理師情緒勞務、離職傾向及服務行為之影響

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