The Relationships among Emotional Labor, Job Satisfaction, and Organizational Citizenship Behavior in Clinical Nurses

• Main Authors: Shu-Jung Wu, 吳淑蓉
• Other Authors: Hsiu-Hung Wang
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/49670428112195972553

碩士 === 高雄醫學大學 === 護理學研究所 === 91 === This study discusses the relationships among emotional labor, job satisfaction, and organizational citizenship behavior in clinical nurses to find out the predictors. It is a cross-sectional and correctional study design. In order to recruit samples conveniently, We collected data from two medical centers and two regional teaching hospitals in southern Taiwan. Clinical nurses are the study subjects and 470 of them completed the questionnaire. The questionnaire includes four parts:(1) personal information, (2) emotional labor scale, (3) job satisfaction scale, and (4) organizational citizenship behavior scale. The results show that: (1) The average score of emotional labor is 3.88(SD = 0.47), which indicates that the clinical nurses bear a lot of emotional labor. (2) The average score of job satisfaction is 3.53(SD = 0.56), which indicates that most of the clinical nurses are satisfied with their job. (3) The average score of organizational citizenship behavior is 4.19(SD = 0.44), which indicates that overall performance of organizational citizenship behavior is good. (4) Emotional labor is positively related to job satisfaction. (5) Emotional labor is positively related to organizational citizenship behavior. (6) Job satisfaction is positively related to organizational citizenship behavior. (7) How long the clinical nurses work for their hospitals is a significant predictor of emotional labor, and witch accounts for 0.8% of the total variances. (8) The predictors of job satisfaction include basic emotional expression, surface emotional control, and current served department; those account for 8.6% of the total variances. (9) The predictors of organizational citizenship behavior consist of basic emotional expression, deep emotional camouflaging, internal satisfaction, external satisfaction, the length of working for the hospital, and the hospital’s classification; those account for 51.5% of the total variances. Based on the results triggered by this study, we suggest the administrative managers to (1) emphasize on the emotional labor management to lessen clinical nurses’ emotional burden; (2) create an organizational atmosphere to bring out clinical nurses’ professional potentialities; (3) expand horizontal nurses’ role and function to make up the deficiency of vertical promotion system and increase clinical nurses’ job satisfaction; (4) encourage clinical nurses performing their organizational citizenship behavior to ensure organizational efficiency.