College of Nursing Science, Kyung Hee University, East-West Nursing Research Institute, Seoul, Republic of Korea.
Mokpo Science University, Mokpo, Republic of Korea.
Appl Nurs Res. 2022 Apr;64:151557. doi: 10.1016/j.apnr.2021.151557. Epub 2022 Jan 2.
This study constructed and tested a structural equation model on clinical nurses' emotional labor, job satisfaction, and job performance based on Grandey's emotion regulation model.
We performed a correlational study to predict the relationship between the following variables: emotional labor (surface and deep acting), job satisfaction, job performance, self-efficacy, emotional intelligence, display rules, job autonomy, social support, and job stress.
Our hypothetical model was based on Grandey's emotional regulation model and on a literature review of emotional labor, job satisfaction, and job performance. Structured questionnaires were distributed to participants who worked in seven general hospitals with no less than 300 beds in a province, South Korea. We analyzed 424 questionnaires and used AMOS 23 to explore the relationships between the constructs.
Our model fit the data well (χ = 96.420, GFI = 0.966, CFI = 0.956, RMSEA = 0.084). Display rules, self-efficacy, job autonomy, and job stress accounted for 20.5% of variance in surface acting. Self-efficacy, emotional intelligence, job autonomy, and job stress accounted for 23.3% of variance in deep acting. Job stress, self-efficacy, job autonomy, surface acting, and deep acting accounted for 45.0% of variance in job satisfaction. Self-efficacy, job autonomy, emotional intelligence, and deep acting accounted for 43.3% of variance in job performance.
We confirmed that display rules, emotional intelligence, job stress, self-efficacy, and job autonomy are important factors that could decrease nurses' emotional labor and increase their job satisfaction and performance. These findings support the development and application of various interventions to decrease emotional labor and increase job satisfaction and job performance among nurses.
This study filled the need for an integrated structural equation model of emotional labor. With this model, we found that emotional labor operates differently in nursing practice than in other service fields. As such, this model can help hospital management to adjust their customer service guidelines to improve nurses' job satisfaction and performance.
本研究基于 Grandey 的情绪调节模型构建并检验了一个关于临床护士情绪劳动、工作满意度和工作绩效的结构方程模型。
我们进行了一项相关性研究，以预测以下变量之间的关系：情绪劳动（表层和深层表现）、工作满意度、工作绩效、自我效能、情绪智力、表现规则、工作自主性、社会支持和工作压力。
我们的假设模型基于 Grandey 的情绪调节模型和情绪劳动、工作满意度和工作绩效的文献回顾。在韩国一个省份的 7 家至少有 300 张床位的综合医院中，向参与者发放了结构化问卷。我们分析了 424 份问卷，并使用 AMOS 23 来探索结构之间的关系。
我们的模型很好地拟合了数据（χ=96.420，GFI=0.966，CFI=0.956，RMSEA=0.084）。表现规则、自我效能、工作自主性和工作压力解释了表层表现变化的 20.5%。自我效能、情绪智力、工作自主性和工作压力解释了深层表现变化的 23.3%。工作压力、自我效能、工作自主性、表层表现和深层表现解释了工作满意度变化的 45.0%。自我效能、工作自主性、情绪智力和深层表现解释了工作绩效变化的 43.3%。
我们证实，表现规则、情绪智力、工作压力、自我效能和工作自主性是可以减少护士情绪劳动、提高其工作满意度和绩效的重要因素。这些发现支持了开发和应用各种干预措施的必要性，以减少护士的情绪劳动，提高他们的工作满意度和绩效。
本研究填补了情绪劳动综合结构方程模型的需求。通过这个模型，我们发现情绪劳动在护理实践中的运作方式与其他服务领域不同。因此，这个模型可以帮助医院管理层调整他们的客户服务指南，以提高护士的工作满意度和绩效。
