Gountas Sandra, Gountas John, Soutar Geoffrey, Mavondo Felix
School of Marketing, Curtin University, Perth, Western Australia, Australia.
J Adv Nurs. 2014 Jul;70(7):1553-63. doi: 10.1111/jan.12308. Epub 2013 Nov 17.
To explore the complex relationships between nurses' personal resources, job satisfaction and 'customer' (patient) orientation.
Previous research has shown that nursing is highly intensive, emotionally charged work, which affects nurses' job performance and their customer orientation as well as patient or 'customer' satisfaction. This study contributes to the literature by examining how nurses' personal resources relate to their personal satisfaction and customer orientation and the relationships between them. Specifically, this study explores the effects of two facets of emotional labour (deep acting and surface acting), empathic concern, self-efficacy and emotional exhaustion on personal job satisfaction and customer orientation. We also test the moderating effects of inauthenticity and emotional contagion.
A quantitative survey.
Data were collected through a self-completion questionnaire administered to a sample of 159 Australian nurses, in a public teaching hospital, in 2010. The data were analysed using Partial Least Square analysis.
Partial Least Square analysis indicates that the final model is a good fit to the data (Goodness of Fit = 0.51). Deep acting and surface acting have different effects (positive and negative) on job satisfaction and 'customer' orientation, self-efficacy has a positive effect on both and emotional exhaustion has a positive effect on customer orientation and a negative effect on job satisfaction. The moderating effects of emotional contagion and empathic concern, in the final model, are discussed.
Understanding the complex interactions between personal resources, job satisfaction and customer orientation helps to increase service providers' (nurses in this study) personal satisfaction and 'customer' orientation particularly in difficult contexts.
探讨护士个人资源、工作满意度与“客户”（患者）导向之间的复杂关系。
以往研究表明，护理工作强度大、情感负荷高，这会影响护士的工作表现、客户导向以及患者或“客户”满意度。本研究通过考察护士个人资源与个人满意度及客户导向之间的关系以及它们之间的相互关系，为该领域文献做出了贡献。具体而言，本研究探讨了情感劳动的两个方面（深层表演和表层表演）、共情关注、自我效能感和情感耗竭对个人工作满意度和客户导向的影响。我们还测试了不真实感和情感感染的调节作用。
定量调查。
2010年，通过向一家公立教学医院的159名澳大利亚护士发放自填式问卷收集数据。使用偏最小二乘法分析数据。
偏最小二乘法分析表明最终模型与数据拟合良好（拟合优度 = 0.51）。深层表演和表层表演对工作满意度和“客户”导向有不同影响（正向和负向），自我效能感对二者均有正向影响，情感耗竭对客户导向有正向影响，对工作满意度有负向影响。讨论了最终模型中情感感染和共情关注的调节作用。
理解个人资源、工作满意度和客户导向之间的复杂相互作用有助于提高服务提供者（本研究中的护士）的个人满意度和“客户”导向，尤其是在困难情境中。
