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KMID : 0869520180240010020
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Journal of East-West Nirsing Research
2018 Volume.24 No. 1 p.20 ~ p.27
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Influence of Nursing Professionalism, Emotional Labor, and Empathic Concern on Customer Orientation among Clinical Nurses
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Shin Yeon-Hee
Noh Gie-Ok
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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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KEYWORD
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Nurses, Professionalism, Stress, Empathy, Patient-centered care
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