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http://dx.doi.org/10.11111/jkana.2016.22.4.396

Influences of Customer Orientation, Emotional Labor, Unit Manager-nurse Exchange and Relational Bonds on Nurses' Turnover Intension  

Kim, Young-Soon (Department of Nursing, Busan Institute of Science and Technology)
Park, Kyung-Yeon (Department of Nursing, Silla University)
Publication Information
Journal of Korean Academy of Nursing Administration / v.22, no.4, 2016 , pp. 396-405 More about this Journal
Abstract
Purpose: The study was done to investigate nurses' customer orientation, emotional labor, unit manager-nurse exchange and relational bonds and to identify the factors affecting nurses' turnover intentions. Methods: A cross-sectional survey was conducted using self-report questionnaires. The participants in this study were 276 nurses in tertiary hospital located in a metropolitan city, Korea. Data were analyzed using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient and stepwise multiple regression with the SPSS program 22.0. Results: The mean scores were $3.74{\pm}0.90$ (out of 5) for turnover intention, $5.31{\pm}0.87$ (out of 7) for customer orientation, $4.82{\pm}0.96$ (out of 7) for emotional labor, $3.58{\pm}0.61$ (out of 7) for relational bonds, and $3.18{\pm}0.57$ (out of 5) for unit manager-nurse exchange. Factors influencing turnover intention were 'emotional labor' (${\beta}$=.39, p<.001), 'unit manager-nurse exchange' (${\beta}$=-.22, p<.001), 'financial bonds' (${\beta}$=-.19, p<.001), 'perceived economic status' (${\beta}$=-.15 p=.003) and 'career' (${\beta}$=.14, p=.005). These factors explained 34.9% of the variance in turnover intension (F=30.46, p<.001). Conclusion: Findings indicate that to reduce nurses' turnover intention in the hospital, there is a need to improve unit manager-nurse exchange and to manage strategies lowering nurses' emotional labor.
Keywords
Nurse; Turnover; Emotional; Relation;
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Times Cited By KSCI : 8  (Citation Analysis)
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