KMID : 0614820140200020167
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Journal of Korean Academy of Nursing Administration 2014 Volume.20 No. 2 p.167 ~ p.175
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Factors Associated with Customer Orientation and Nursing Productivity
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Yeo A-Ram
Lee Hae-Jung Jin Hye-Kyung
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Abstract
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Purpose: The purpose of this study was to identify the levels of customer orientation in nurses whose work experience was between 1 and 5 years and to examine factors associated with customer orientation and nursing productivity.
Methods: For this descriptive correlational study, nurses (N=164) were recruited from a University Hospital in B city, from November 1 to 23, 2012. Questionnaires included measures of customer orientation, nursing productivity, organizational commitment, job stress, and turnover intention. Data were analysed with the SPSS/WIN 18.0 program
using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient, and stepwise multiple regression.
Results: The mean age of participants was 25 years, 96% were single, and 54.9% had a bachelor degree. Organizational commitment (¥â=.387) and job stress (¥â=.280) significantly explained the variance in customer orientation (R2=15.8). Customer orientation (¥â=.479), education level (¥â=.196), and turnover intention (¥â=-.184) significantly explained the variance in nursing productivity (R2=35.3). Customer orientation was the most important factor in explaining the variance in the nursing productivity.
Conclusion: This study highlighted the relationship between customer orientation and nursing productivity. Improving the customer orientation could result in increasing nursing productivity. Future managerial intervention to improve customer orientation is warranted.
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KEYWORD
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Customer orientation, Productivity, Organizational commitment, Job stress, Turnover intention
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