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http://dx.doi.org/10.14370/jewnr.2018.24.1.20

Influence of Nursing Professionalism, Emotional Labor, and Empathic Concern on Customer Orientation among Clinical Nurses  

Shin, Yeon Hee (Seoul National University Bundang Hospital)
Noh, Gie Ok (College of Nursing, Konyang University)
Publication Information
Journal of East-West Nursing Research / v.24, no.1, 2018 , pp. 20-27 More about this Journal
Abstract
Purpose: This study was conducted to investigate nursing professionalism, emotional labor (surface acting, deep acting), empathic concern, and customer orientation, and identify factors contributing to customer orientation among clinical nurses. Methods: The participants in this study were 151 clinical nurses at the three general hospitals. Data were collected using self-administered questionnaires. Data were analyzed using descriptive statistics, independent t-test, one-way ANOVA, Pearson correlation coefficient, and multiple regression. Results: The significant predictors of customer orientation among clinical nurses were empathic concern (${\beta}=.43$, p<.001), nursing professionalism (${\beta}=.29$, p<.001), nursing career (${\beta}=.16$, p=.007), and deep acting (${\beta}=.14$, p=.021). Theses variables explained 47.6% of the variance of customer orientation. Empathic concern was the most influential variable. Conclusion: The results suggest that it is crucial to improve deep acting, empathic concern and nursing professionalism for increasing clinical nurses' customer orientation. Management-level leaders in the hospitals should develop strategies of promoting nursing professionalism, deep acting and empathic concern to improve customer orientation.
Keywords
Nurses; Professionalism; Stress; Empathy; Patient-centered care;
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Times Cited By KSCI : 8  (Citation Analysis)
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