J Korean Acad Nurs.  2016 Jun;46(3):364-374. 10.4040/jkan.2016.46.3.364.

Influences of Hospital Nurses' perceived reciprocity and Emotional Labor on Quality of Nursing Service and Intent to Leave

Affiliations
  • 1Department of Nursing, Dongguk University, Gyeongju, Korea.
  • 2Department of Nursing, Daedong College, Busan, Korea. vividness@hanmail.net

Abstract

PURPOSE
This study was performed to investigate the relationship among reciprocity, emotional labor, nursing service quality and intent to leave, and to identify factors influencing nursing service quality and intent to leave.
METHODS
This study was a cross-sectional survey. Participants were 300 nurses working at five general hospitals in two provincial cities in Gyeongsang Province, Korea. From May 1 to June 30, 2014, data were collected using structured questionnaires and analyzed with SPSS/PC ver 20.0 programs.
RESULTS
There were relationships between reciprocity and nursing service quality, and intent to leave, and between emotional labor and intent to leave. Participants' general characteristics, reciprocity and emotional labor explained 48.4% of variance in nursing service quality and participants' general characteristics and these two independent variables explained 31.9% of intent to leave.
CONCLUSION
These findings indicate that from the perception of hospital nurses, reciprocity and emotional labor are both very important factors to improve the quality of nursing service and decrease the intent to leave. So nursing managers should try to develop various personnel management programs focused on human emotions, and create a mutual respectable organizational culture and work environment.

Keyword

Nurses; Emotions; Nursing services; Personnel turnover

MeSH Terms

Adult
Cross-Sectional Studies
Emotions
Female
Hospitals, General
Humans
Male
Nursing Staff, Hospital/*psychology
Perception
*Personnel Turnover
Quality of Health Care
Surveys and Questionnaires
Workplace
Young Adult

Cited by  3 articles

Influences of Interpersonal Problems and Character of Nurses on Quality of Nursing Service
Eun-Yi Yeom, Kawoun Seo
J Korean Acad Nurs Adm. 2018;24(5):445-454.    doi: 10.11111/jkana.2018.24.5.445.

Influences of Interpersonal Problems and Character of Nurses on Quality of Nursing Service
Eun-Yi Yeom, Kawoun Seo
J Korean Acad Nurs Adm. 2018;24(5):445-454.    doi: 10.11111/jkana.2018.24.5.445.

The Effect of Nurse's Emotional Labor on Turnover Intention: Mediation Effect of Burnout and Moderated Mediation Effect of Authentic Leadership
Soo Yang Na, Hanjong Park
J Korean Acad Nurs. 2019;49(3):286-297.    doi: 10.4040/jkan.2019.49.3.286.


Reference

1. Brief AP, Weiss HM. Organizational behavior: Affect in the workplace. Annu Rev Psychol. 2002; 53:279–307. DOI: 10.1146/annurev.psych.53.100901.135156.
2. Barr A, Serneels P. Reciprocity in the workplace. Exp Econ. 2008; 12(1):99–112. DOI: 10.1007/s10683-008-9202-8.
3. Yen-Patton GPA. Nurse and nursing assistant reciprocal caring in long term care: Outcomes of absenteeism, retention, turnover and quality of care [dissertation]. Lowell, MA: The University of Massachusetts Lowell;2012. 1–300.
4. Rosenstein AH. Original research: Nurse-physician relationships: Impact on nurse satisfaction and retention. Am J Nurs. 2002; 102(6):26–34.
5. Park SH, Song YJ. The relationship of emotional labor with job performance: Dimensions, impacts and implications. Korean Gov Rev. 2013; 20(1):1–24.
6. Yoon SJ, Kim SP, Kim EM. Emotional labor: A qualitative study of organizational norms about expressed emotion. Korean J Labor Stud. 2000; 6(1):215–254.
7. Byun DS, Yom YH. Factors affecting the burnout of clinical nurses: Focused on emotional labor. J Korean Acad Nurs Adm. 2009; 15(3):444–454.
8. 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.
9. Wi SM, Yi YJ. Influence of emotional labor on job satisfaction, intent to leave, and nursing performance of clinical nurses. J Korean Acad Nurs Adm. 2012; 18(3):310–319. DOI: 10.11111/jkana.2012.18.3.310.
10. Park HJ. Emotional labour, emotional expression and burnout of clinical nurses. J Korean Acad Nurs Adm. 2009; 15(2):225–232.
11. Parasuraman A, Zeithaml VA, Berry LL. Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. J Mark. 1994; 58(1):111–124. DOI: 10.2307/1252255.
12. Lee MA. A comparative study of how subjects' characteristics and nursing service quality influence on hospital revisiting intent between patients and nurses. J Korean Acad Nurs. 2005; 35(7):1210–1220.
13. Cronin JJ, Taylor SA. SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. J Mark. 1994; 58(1):125–131. DOI: 10.2307/1252256.
14. Lee MA, Yom YH. A comparative study of consumers and providers on nursing service quality, satisfaction, and hospital revisiting intent. J Korean Acad Nurs Adm. 2005; 11(4):425–437.
15. Lee MA, Gong SW, Cho SJ. Relationship among nursing service quality, medical service satisfaction, and hospital revisit intent. J Korean Acad Nurs Adm. 2012; 18(1):96–105. DOI: 10.11111/jkana.2012.18.1.96.
16. Iverson R. Employee intent to stay: An empirical test of a revision of the price and Mueller model [dissertation]. Iowa City, IA: The University of Iowa;1992. 1–125.
17. 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.
18. Jones CB. Revisiting nurse turnover costs: Adjusting for inflation. J Nurs Adm. 2008; 38(1):11–18. DOI: 10.1097/01.NNA.0000295636.03216.6f.
19. Liou SR. Nurses' intention to leave: Critically analyse the theory of reasoned action and organizational commitment model. J Nurs Manag. 2009; 17(1):92–99. DOI: 10.1111/j.1365-2834.2008.00873.x.
20. Park HS. Relationship between perceived nursing care role orientation, job characteristics, and turnover among nurses [master's thesis]. Seoul: Yonsei University;2002. 1–67.
21. Lee MA. Effect of nurses' perception of reward and organizational commitment on their turnover intention. J Korean Acad Nurs Adm. 2009; 15(3):434–443.
22. Thomas C, Rose J. The relationship between reciprocity and the emotional and behavioural responses of staff. J Appl Res Intellect Disabil. 2009; 23(2):167–178. DOI: 10.1111/j.1468-3148.2009.00524.x.
23. Nunnally JC, Bernstein IH. Psychometric theory. 3rd ed. New York, NY: McGraw-Hill;1994.
24. Becker LC. Reciprocity. Chicago, IL: University of Chicago Press;1990. p. 3–6.
25. Morris JA, Feldman DC. The dimensions, antecedents, and consequences of emotional labor. Acad Manage Rev. 1996; 21(4):986–1010. DOI: 10.5465/AMR.1996.9704071861.
26. Kim MJ. Effects of the hotel employee's emotional labor upon the job-related attitudes. J Tourism Sci. 1998; 21(2):129–141.
27. Nitecki DA. Changing the concept and measure of service quality in academic libraries. J Acad Librariansh. 1996; 22(3):181. DOI: 10.1016/S0099-1333(96)90056-7.
28. Lawler EE. Satisfaction and behavior. New York, NY: McGraw-Hill;1983. p. 78–87.
29. Yun SG. Quality of nursing service and job satisfaction according to the nursing grade of hospital [dissertation]. Daegu: Kyungpook National University;2010. 1–58.
30. Kang AR. Nurses' turnover ratio is 16.9%... 31% of new nurses leave from hospital [Internet]. Seoul: Dailymedi;cited 2015 February 18. Kang, A R. Available from: http://dailymedi.com/detail.php?number=777265.
Full Text Links
  • JKAN
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