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KMID : 1235020190130020001
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Health Service Management Review
2019 Volume.13 No. 2 p.1 ~ p.11
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The Effect of Nurse’s Emotional Labor and Social Support on Customer Orientation in Medical Care Hospitals
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Cho Chul-Ho
Kwon Do-Hee
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Abstract
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It is necessary for nursing hospitals to implement emotional labor management and support activities of nursing staff for being competitive and strengthening nursing service capacity. This study examined the causal relationship among emotional labor, social support, and customer orientation for nurses working at medical care hospitals. The implications of this study are as follows. Firstly, emotional labor is classified as internal action and surface action. Secondly, in the relationship between emotional labor, social support, and customer orientation, surface behavior had a significant positive effect on supervisor support, peer support, and customer orientation. Thirdly, peer support has a positive effect on customer orientation. And peer support has played a mediating role in explaining the causal relationship between surface behavior and customer orientation. This study has some limitations in terms of limited area, specific time, and causal relationship according to job. So, additional researches in related to this are needed in the future.
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KEYWORD
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Medical Care Hospital, Emotional Labor, Social Support, Customer Orientation
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