Journal of East-West Nursing Research (동서간호학연구지)

East-west Nursing Research Institute, Kyung Hee University (경희대학교 동서간호학연구소)
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Influence of Nursing Professionalism, Emotional Labor, and Empathic Concern on Customer Orientation among Clinical Nurses

임상간호사의 간호전문직관, 감정노동, 공감적 관심이 고객지향성에 미치는 영향

  • 신연희 (분당서울대병원 간호본부) ;
  • 노기옥 (건양대학교 간호대학)
  • Received : 2018.03.09
  • Accepted : 2018.04.30
  • Published : 2018.05.31
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Abstract

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 (${\beta}=.43$, p<.001), nursing professionalism (${\beta}=.29$, p<.001), nursing career (${\beta}=.16$, p=.007), and deep acting (${\beta}=.14$, 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.

Keywords

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