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http://dx.doi.org/10.5762/KAIS.2020.21.8.205

The Effects of Customer's Badness Behavior, Job Burnout, Positive Psychological Capital on Job Embeddedness of Nurses  

Kwon, Jeong Ok (Department of Nursing, Choonhe College of Health Sciences)
Kang, Jung Mi (Best Hanseo Hospital)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.21, no.8, 2020 , pp. 205-214 More about this Journal
Abstract
This study was undertaken to identify the impact of bad customer behavior, job burnout, and positive psychological capital, on the job embeddedness of nurses. Data was collected from July 1 to July 31, 2019 using a structured questionnaire, enrolling 198 nurses working at three general hospitals located in 2 metropolitan cities. Data were analyzed by applying t-test, ANOVA, Scheffe' test, Pearson's correlation coefficients, and multiple regression, using the SPSS/WIN 21.0 program. Our results indicate that bad customer behavior significantly correlates with job burnout (r=0.24, p=<0.001), positive psychological capital (r=-0.37, p=<0.001), and job embeddedness (r=-0.48, p=<0.001). Moreover, job burnout had a positive impact on psychological capital (r=-0.44, p=<0.001) and job embeddedness (r=-0.31, p=<0.001), whereas positive psychological capital impacted job embeddedness (r=0.49, p=<0.001). Multiple regression analysis revealed that bad customer behavior (β=-0.34, p<0.001), positive psychological capital (β=0.32, p=0.004), and position (β=-0.19, p=0.001) had maximum influence (38%) on the level of job embeddedness experienced by nurses. Taken together, results of this study indicate that in order to increase the level of job embeddedness of nurses, it is necessary to develop strategies that eradicate and manage bad customer behavior, and also develop programs that strengthen and develop positive psychological capital.
Keywords
Customer's Badness Behavior; Job Burnout; Positive Psychological Capital; Job Embeddedness; Nurse;
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