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KMID : 0614820090150030382
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Journal of Korean Academy of Nursing Administration
2009 Volume.15 No. 3 p.382 ~ p.390
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The Mediating Effect of Trustworthiness in the Relationship between Psychiatric Nurses’ Nonverbal Communication and Clients’ Satisfaction on the Nursing Services
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Wee Hwee
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Abstract
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Purpose: The purpose of this study was to determine whether nurses’ nonverbal communication predict clients’ service satisfaction and to investigate the mediating effects of their trustworthiness between nurses’ nonverbal communication and clients’ service satisfaction in psychiatric wards.
Methods: A convenience sample of 206 psychiatric inpatients was obtained. Participants completed a demographic sheet and three study instruments.
Results: There were statistically significant positive relationships between nurses’ nonverbal communication, trustworthiness and clients’ satisfaction. Trustworthiness was found to partially mediate the relationship between nonverbal communication and clients’ satisfaction.
Conclusion: Clients’ perception of nurses’ nonverbal communication, trustworthiness and satisfaction on the nursing services have a strong relationship. Findings contribute to a more comprehensive knowledge base regarding nursing services.
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KEYWORD
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Nonverbal communicationNursing service satisfaction, Trustworthiness
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