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신연희 ( Shin Yeon-Hee ) - 분당서울대학교병원 간호부
노기옥 ( Noh Gie-Ok ) - 건양대학교 간호대학
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Abstract
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Purpose: This study was conducted to investigate nursing professionalism, emotional labor (surface acting, deep acting), empathic concern, and customer orientation, and identify factors contributing to customer orientation among clinical nurses.
Methods: The participants in this study were 151 clinical nurses at the three general hospitals. Data were collected using self-administered questionnaires. Data were analyzed using descriptive statistics, independent t-test, one-way ANOVA, Pearson correlation coefficient, and multiple regression.
Results: The significant predictors of customer orientation among clinical nurses were empathic concern (β=.43, p<.001),
nursing professionalism (β=.29, p<.001), nursing career (β=.16, p=.007), and deep acting (β=.14, p=.021). Theses variables explained 47.6% of the variance of customer orientation. Empathic concern was the most influential variable.
Conclusion: The results suggest that it is crucial to improve deep acting, empathic concern and nursing professionalism for increasing clinical nurses’ customer orientation. Management-level leaders in the hospitals should develop strategies of promoting nursing professionalism, deep acting and empathic concern to improve customer orientation.
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KeyWords
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임상간호사, 간호전문직관, 감정노동, 공감적 관심, 고객지향성
Nurses, Professionalism, Stress, Empathy, Patient-centered care
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원문 및 링크아웃 정보
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등재저널 정보
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