護理人員情緒勞務負荷與顧客導向行為關係之研究 --以某區域教學醫院為例

The Correlational Study of Clinical Nurses’Emotional Labor and Customer-oriented Behavior -- Take a District Teaching Hospital as an Example

陳素里(Shu-Li Chen)

指導教授 ： 王維康

元智大學/管理學院/管理研究所/碩士(2009年)

摘要

高度競爭的醫療市場，不斷變遷的組織與工作環境，身為醫療體系第一線的護理人員，面臨新興傳染病、病人權益、病人安全等問題之挑戰，加上社會大眾對護理專業服務的要求提高，多重的壓力下，護理人員工作與情緒勞務負荷問題日趨嚴重，其工作與情緒勞務負荷問題值得關切。本研究目的在探討醫院護理人員情緒勞務負荷與顧客導向行為之關係，以橫斷式問卷調查法，採方便取樣在桃園某區域教學醫院收集資料，以基層護理人員為研究對象，共發出358份問卷，回收有效問卷332份。所得資料以SPSS 12.0中文套裝軟體，進行資料分析，重要結論如下：
1.護理人員情緒勞務負荷高，其中以護理長及任職於急診者最高。
2.護理人員對以顧客(病患)為主之顧客導向行為具高度認同，以年
資1年以下及任職於一般病房最高。
3.護理人員情緒管理情緒管理能力佳，但以服務總年資1-5年者有待
加強。
4.護理人員情緒勞務負荷與以顧客(病患)為主有顯著正相關。
5.護理人員情緒勞務負荷對以顧客(病患)為主之顧客導向行為有顯
著的預測力。
6.護理人員情緒勞務負荷與情緒管理(情緒知覺、情緒調節、情緒表
達、情緒同理)之交互作用，對顧客導向行為未具干擾效果。
本研究結果建議醫院應重視護理人員之情緒勞務負荷，積極安排情緒紓解與諮詢服務課程，協助護理人員降低情緒勞務負荷，落實以病人為中心之服務理念與行為。

關鍵字

護理人員 ； 情緒勞務負荷 ； 顧客導向行為 ； 情緒管理

並列摘要

In the highly competitive health care market as well as the unceasingly changing organization and working environment, the clinical nurses, as the front-line in medical care system, face the challenges such as emerging infectious diseases, patients’ rights, and patients’ safety. In addition, the public demands of nursing professional service have increased. Under the multiple pressures, the clinical nurses’ working and emotional labor loading is getting excessive and worth concern. The research purpose is to explore the correlationship between clinical nurses’ emotional labor and customer-oriented behavior. With a cross-sectional questionnaire study on grass-roots nurses of the hospital at Taoyuan, the research chose convenience sampling and sent out 358 questionnaires, while the valid questionnaires are 332. After SPSS 12.0 statistic analyzing, the conclusions are as following:
1.The clinical nurses have heavy emotional labor,
especially the head nurses and those in emergency rooms.
2.The clinical nurses have a high recognition level for
customer (patient)-oriented behavior, especially the
people who are under one year seniority and those
working in the public wards.
3.The clinical nurses are good at emotional management,
but those whose seniority is between one to five years
still have to improve it.
4.The clinical nurses’ emotional labor affects positively
on customer-oriented behavior.
5.The correlationship between the clinical nurses’
emotional labor and customer-oriented behavior has
remarkable prediction.
6.The interaction between the clinical nurses’ emotional
labor and emotional management (emotional awareness,
emotional adjustment, emotional expression, and
emotional empathy) shows no disturbance effect.
The research results suggest that the hospitals should give weight to the clinical nurses’ emotional labor, actively arrange the emotional release and consulting services courses, help the clinical nurses alleviate their emotional labor, so that the service concept and activity of patient-orientation can be carried out.

並列關鍵字

Clinical Nurses ； Emotional Labor ； Customer-oriented Behavior ； Emotional Management

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