J Korean Acad Nurs Adm.  2016 Sep;22(4):396-405. 10.11111/jkana.2016.22.4.396.

Influences of Customer Orientation, Emotional Labor, Unit Manager-nurse Exchange and Relational Bonds on Nurses' Turnover Intension

Affiliations
  • 1Department of Nursing, Busan Institute of Science and Technology, Korea.
  • 2Department of Nursing, Silla University, Korea. kypark@silla.ac.kr

Abstract

PURPOSE
The study was done to investigate nurses' customer orientation, emotional labor, unit manager-nurse exchange and relational bonds and to identify the factors affecting nurses' turnover intentions.
METHODS
A cross-sectional survey was conducted using self-report questionnaires. The participants in this study were 276 nurses in tertiary hospital located in a metropolitan city, Korea. Data were analyzed using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient and stepwise multiple regression with the SPSS program 22.0.
RESULTS
The mean scores were 3.74±0.90 (out of 5) for turnover intention, 5.31±0.87 (out of 7) for customer orientation, 4.82±0.96 (out of 7) for emotional labor, 3.58±0.61 (out of 7) for relational bonds, and 3.18±0.57 (out of 5) for unit manager-nurse exchange. Factors influencing turnover intention were 'emotional labor' (β=.39, p<.001), 'unit manager-nurse exchange' (β=-.22, p<.001), 'financial bonds' (β=-.19, p<.001), 'perceived economic status' (β=-.15 p=.003) and 'career' (β=.14, p=.005). These factors explained 34.9% of the variance in turnover intension (F=30.46, p<.001).
CONCLUSION
Findings indicate that to reduce nurses' turnover intention in the hospital, there is a need to improve unit manager-nurse exchange and to manage strategies lowering nurses' emotional labor.

Keyword

Nurse; Turnover; Emotional; Relation

MeSH Terms

Cross-Sectional Studies
Intention
Korea
Tertiary Care Centers

Reference

1. Lee MA. A study of nursing services quality, general satisfaction of medical services, and revisiting intent of hospital. J Korean Acad Nurs Adm. 2007; 13(3):362–372.
2. Saxe R, Weitz BA. The SOCO scale: A measure of the customer orientation of salespeople. J Mark Res. 1982; 19(3):343–351. DOI: 10.2307/3151568.
3. Hochschild AR. Emotion work, feeling rules, and social structure. Am J Soc. 1979; 85:551–575. DOI: 10.1086/227049.
4. Shin EH. The effects of relational bonds, emotional labor and customer orientation on nurse turnover intention [dissertation]. Changwon: Kyungnam University;2012.
5. Kim SH, Lee MA. Effects of emotional labor and communication competence on turnover intention in nurses. J Korean Acad Nurs Adm. 2014; 20(3):332–341. DOI: 10.11111/jkana.2014.20.3.332.
6. Park KO, Kim JK, Kim SY, Chang SJ. A model on turnover intention of chief nurse officers. J Korean Acad Nurs. 2012; 42(1):9–18. DOI: 10.4040/jkan.2012.42.1.9.
7. Kim SI, Cha SK, Lim JY. A correlational study among internal marketing factor, nurse's job satisfaction, and organizational commitment in hospital nursing organization. J Korea Commun Health Nurs Acad Soc. 2001; 15(1):42–55.
8. Park SK, Cho KM, Jwa YK, Yi YJ. Nurses' activities survey. Osong: Korea Health Industry Development Institute. A survey on the activity status of nurses [Internet]. Seoul: Korea Health Industry Development Institute;2014. cited 2016 July 26. Available from: http://www.khidi.or.kr/board.
9. Ma CC, Samuels ME, Alexander JW. Factors that influence nurses' job satisfaction. J Nurs Adm. 2003; 33:293–299.
10. Moon SJ, Han SS. A predictive model on turnover intention of nurses in Korea. J Korean Acad Nurs. 2011; 41(5):633–641. DOI: 10.4040/jkan.2011.41.5.633.
11. Park JO, Jung KI. Effects of advanced beginner-stage nurses' sense of calling, job satisfaction and organizational commitment on retention intention. J Korean Acad Nurs Adm. 2016; 22(2):137–147. DOI: 10.11111/jkana.2016.22.2.137.
12. Liden RC, Wayne SJ, Sparrowe RT. An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships, and work outcomes. J Appl Psychol. 2000; 85(3):407–416. DOI: 10.1037/0021-9010.85.3.407.
13. Ryu JR. Feeled exchange relationships of labor emotion its effects on job commitment and organization commitment -Hospital service- [master's thesis]. Seoul: Hanyang University;2010.
14. Roos I, Gustafsson A, Evardsson B. Defining relationship quality for customer-driven business development: A housing mortgage company case. Int J Serv Ind Manag. 2006; 17(2):207–223. DOI: 10.1108/09564230610657006.
15. Bhal KT, Ansari MA. Measuring quality of interaction between leaders and members. J Appl Soc Psychol. 1996; 26(11):945–972. DOI: 10.1111/j.1559-1816.1996.tb01119.x.
16. Suh MS, Kang MJ, Ahn JW. The roles of customer participation behavior and citizenship behavior in the relationship development. J Korean Mark Assoc. 2010; 25:159–193.
17. Ganesan S. Determinants of long-term orientation in buyerseller relationship. J Mark. 1994; 58(2):1–19. DOI: 10.2307/1252265.
18. Arantola H. Consumer bonding - A Conceptual exploration. J Relatsh Mark. 2002; 1(2):93–107. DOI: 10.1300/J366v01n02_06.
19. Shani D, Chalasani S. Exploiting niches using relationship marketing. J Consum Mark. 1992; 9(3):33–42. DOI: 10.1108/07363769210035215.
20. Lawler EE. Satisfaction and behavior. In : Hackman JR, Lawler EE, Porter LW, editors. Perspectives on behavior in organizations. 2nd ed. New York: McGraw-Hill;1983. p. 78–97.
21. Park HS. Relationship between perceived nursing care role orientation, job characteristics and turnover among nurses [master's thesis]. Seoul: Yonsei University;2002.
22. Graen GB, Uhl-Bien M. Relationship-based approach to leadership: Development of leader-member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective. Leadersh Q. 1995; 6(2):219–247. DOI: 10.1016/1048-9843(95)90036-5.
23. Kim YS, Ryu SA. Influence of job embeddedness factors on turnover intention of nurses in small and medium sized general hospitals. J Korean Acad Nurs Adm. 2016; 22(2):158–166. DOI: 10.11111/jkana.2016.22.2.158.
24. Choi J, Ha NS. The effects of clinical nurse's internal marketing on job satisfaction, turnover intention, and customer orientation. J Korean Acad Nurs Adm. 2007; 13:231–241.
25. Pettijohn CE, Pettijohn LS, Taylor AJ. Does salesperson perception of the importance of sales skills improve sales performance, customer orientation, job satisfaction, and organizational commitment, and reduce turnover? J Pers Sell Sale Manag. 2007; 27(1):75–88. DOI: 10.2753/PSS0885-3134270105.
26. Henning-Thurau T, Groth M, Paul M, Gremler DD. Are all smiles create equal? How emotion contagion and emotional labor affect service relationships. J Mark. 2006; 70(3):58–73. DOI: 10.1509/jmkg.70.3.58.
27. Hayes L, O'Brien-Pallas L, Duffield C, Shamian J, Buchan J, Hughes F, et al. Nurse turnover: A literature review. Int J Nurs Stud. 2006; 43(2):237–263. DOI: 10.1016/j.ijnurstu.2005.02.007.
28. Trybou J, De Pourco K, Paeshuyse M, Gemmel P. The importance of social exchange to nurses and nurse assistants: Impact on retention factors. J Nurs Manag. 2014; 22:563–571. DOI: 10.1111/jonm.12039.
29. Kim HS, Yim HW, Jeong SH, Jo SJ. An association among verbal abuse, social support and turnover intention for special unit nurses in a hospital. Korean J Occup Environ Med. 2009; 21:388–395.
30. Park JW. The effects hotel company' leader-member exchange on employee's job commitment and turnover intention. Food Serv Ind J. 2015; 11(4):37–49.
Full Text Links
  • JKANA
Actions
Cited
CITED
export Copy
Close
Share
  • Twitter
  • Facebook
Similar articles
Copyright © 2024 by Korean Association of Medical Journal Editors. All rights reserved.     E-mail: koreamed@kamje.or.kr