• 한국산학기술학회논문지
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• 제19권1호
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• pp.486-496
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• 2018

고객무례행동은 서비스 직무를 수행하는 직원들에게 중요한 스트레스 요인으로 작용되어 왔으며, 이는 공무원 조직의 민원처리업무를 수행하는 직원들에게도 동일하게 나타나고 있다. 본 연구는 공무원 조직을 대상으로 고객 무례행동의 부정적 효과 및 이를 줄일 수 있는 방안 파악을 연구목적으로 제시하였다. 본 연구 목적을 달성하기 위하여 자원보존이론을 바탕으로, 고객 접점에서 발생하는 고객 무례행동을 경험한 직원은 부정적 정서를 유발하게 되며 이는 결국 감정소진을 이끌게 될 것이라 예측하였다. 또한 직원들이 지각하는 사회적 지원(조직지원, 상사지원, 동료지원)이 고객무례행동과 부정적 정서간의 관계를 완화시켜줄 것이라 예측하였다. 본 연구는 공공기관의 공무원들을 대상으로 수집한 481부의 설문지를 바탕으로 분석하였으며 분석 결과는 다음과 같다. 첫째, 고객무례행동은 부정적 정서를 유발한다. 둘째, 부정적 정서는 고객무례행동과 감정소진과의 관계를 매개한다. 셋째, 고객무례행동과 부정적 정서와의 관계는 사회적 지원 중 조직지원인식만이 조절효과를 나타내었다. 이상의 연구결과를 바탕으로 연구의 시사점 한계 및 향후 연구방향을 제시하였다.

• 디지털융복합연구
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• 제15권6호
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• pp.447-456
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• 2017

이 연구는 유아교사의 직장 내 무례경험이 소진과 이직의도에 미치는 영향에서 자기 효능감이 조절효과를 알아보고자 하였다. 이를 위해 유아교사 565명을 대상으로 INC, BUN, TUR, 그리고 SEF를 측정하였다. 본 연구의 결과는 다음과 같다. 첫째, 직장 내 무례는 소진과 이직의도에 정적으로 유의한 영향을 미치는 것으로 나타났다. 둘째, 직장 내 무례는 자기효능감에 부적으로 유의한 영향을 미치는 것으로 나타났다. 셋째, 자기효능감은 소진과 이직의도와 부적으로 유의한 영향을 미치는 것으로 나타났다. 넷째, 자기효능감은 무례경험과 소진, 그리고 무례경험과 이직의도의 관계를 조절하는 것으로 나타났다. 본 연구는 직장 내 무례가 유아교사의 소진과 이직의도에 영향을 주는 것으로 나타나 소진과 이직을 줄이기 위해 직장 내 무례를 관리하는 방안이 고려되어야 하며, 또한 이들 간의 관계에서 조절효과를 갖는 자기효능감을 증진하기 위해 다양한 교육 및 상담프로그램의 개발과 시행이 필요하다는 것을 시사한다.

• 한국직업건강간호학회지
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• 제33권3호
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• pp.117-126
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• 2024

Purpose: The purpose of this study was to identify the effect of nurses' workplace incivility on workplace bullying, as well as the moderating effects of organizational silence and head nurses' authentic leadership. Methods: A descriptive research design was used with a convenience sample of 154 nurses. Data were collected from April 02 to April 18, 2024 using self-reported online questionnaires. Data were analyzed using t-test, ANOVA, Pearson correlation coefficients, and hierarchical multiple regression analysis. Results: Workplace bullying was positively correlated with organizational silence and workplace incivility (r=.65, p<.001, r=.82, p<.001); however, it was negatively correlated with head nurses' authentic leadership (r=-.63, p<.001). In addition, organizational silence had a moderating effect on the relationship between workplace incivility and workplce bullying (β=.12, p=.006). Conclusion: Organizational Silence has a moderating effect on the relationship between nurses' workplace incivility and workplace bullying. This study's findings indicate the necessity of reducing organizational silence in the context of incivility and bullying experienced by nurses in the workplace.

• 유통과학연구
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• 제17권8호
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• pp.107-118
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• 2019

Purpose - The present study examines the effect of service employees' experienced customer incivility through their emotional exhaustion. We identified service employees' emotion regulation ability as a boundary condition (i.e., moderating variable) that decreased the positive relationship between service employees' experienced customer incivility and their emotional exhaustion. Furthermore, we also investigated the negative relationship between service employees' experienced customer incivility and their service performance via emotional exhaustion. Research design, data, and methodology - Drawing on AET (affective event theory) and COR (conservation of resources) theory, we developed three research hypotheses (i.e., mediation, moderation, and moderated mediation). Online panel survey data from 552 frontline employees at several service organizations (e.g., department stores, retail stores, hotels, restaurants, airlines, banking, insurance company, and etc) in South Korea were examined. To assess two types of validity (i.e., convergent and discriminant validity) and reliability of measurement model, we employed the CFA (confirmatory factor analysis) using M-plus 8.2 software. Internal consistency also was tested by Cronbach' α. In addition, we employed the SPSS PROCESS MACRO 2.16, which was recommended by Hayes (2013, 2015), to estimate mediation, moderation, and moderated mediation effects. Results - As predicted, the negative relationship between service employees' experienced customer incivility and their service performance was mediated by emotional exhaustion. Furthermore, service employees' emotion regulation ability also played a significant moderating role of the relationship between service employees' experienced customer incivility and emotional exhaustion, such that this relationship was less pronounced when service employees had a high level of their emotion regulation ability than when thir emotion regulation ability was low. Service employees' emotion regulation ability further moderated this mediation effect of service employees' experienced customer incivility on service performance through emotional exhaustion. These findings have theoretical implications for employees' experienced customer incivility and emotion regulation ability research and provide managerial implications for practitioners. Conclusions - This study empirically elaborated the previous model of service employees' experienced customer incivility and personal resource (e.g., emotion regulation ability) literature by presenting the findings that service employees' experienced customer incivility influences their service performance via emotional exhaustion and that emotion regulation ability effectively reduces this negative effect.

• 한국간호교육학회지
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• 제27권4호
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• pp.436-446
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• 2021

Purpose: The purpose of this study was to identify the influences of nursing students perfectionism tendencies and their perception of instructor caring on incivility experienced by nursing students during clinical practice. Methods: A descriptive correlational study was conducted. The participants were 244 nursing students from five universities in B city. Data were analyzed using an independent t-test, ANOVA, Pearson's correlation coefficient, Scheffé test and a stepwise regression analysis. Results: The mean score for incivility in nursing students was 2.61 out of 5 points. The explanatory power of the model for incivility was in nursing students 52.8% of the variance in training in student's university hospital (𝛽=-.15, p=.002), total period of clinical practice (𝛽=.17, p<.001), confidence through caring (𝛽=-.23, p<.001), respectful sharing (𝛽=-.15, p=.005), supportive learning climate (𝛽=-.15, p=.005), self-oriented perfectionism (𝛽=.14, p=.004), and socially prescribed perfectionism (𝛽=.18, p<.001). Conclusion: The research results suggest that instructor caring is an important factor in regard to the incivility of nursing students. Organizational efforts and institutional devices will be needed to improve the incivility in clinical environments. By communicating with students and showing them respect, clinical nurses will help nursing students cope with incivility and recognize the clinical practice education environment positively.

• 대한치과의료관리학회지
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• 제11권1호
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• pp.19-27
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• 2023

This study aimed to investigate the relationship between the experience of incivility in clinical practice and stress coping strategies among students enrolled in the Department of Dental Hygiene with clinical practice experience. The study randomly sampled subjects from a group of 150 dental hygiene students attending the Chungcheong area. Descriptive statistics, t-test, ANOVA, and Pearson's correlation analysis were conducted. The trainees experienced a level of incivility of 1.69, and their level of coping with the resulting stress was 2.58. The study found significant results in terms of gender, clinical practice, and major satisfaction when examining the incivility experienced by trainees based on general characteristics. Among these general characteristics, there were statistically significant differences in the avoidance focus among the sub-domains depending on the grade, number of practicums, and satisfaction with clinical practice. Additionally, the problem-solving focus showed significant results depending on satisfaction with the major. The incivility experienced by trainees showed a positive correlation with avoidance-oriented coping among stress coping strategies (r=.268), social support-seeking coping (r=-.045), and problem-solving-oriented coping (r=-.034) was found to have a negative correlation. If you find yourself in a situation where you encounter incivility, it is believed that developing communication skills and assertiveness training can help you respond more actively instead of passively, which is an avoidance-oriented approach. In addition, it is important to consider that schools and training organizations should collaborate to establish an official reporting system to ensure that any instances of incivility experienced by trainees are not ignored.

• 한국간호교육학회지
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• 제25권2호
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• pp.197-205
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• 2019

Purpose: To identify the effects of a communication program on nursing students' incivility, critical thinking, and clinical practice stress. Methods: A randomized control group pretest-posttest study was conducted. Fifty randomly selected nursing students were divided into experimental and control groups. A 160-minute communication program was applied to the experimental group and a second survey was conducted two weeks later, shortly after their clinical practice. Results: There was a statistically significant difference in the incivility experienced in the clinical practice after application of the communication program, and refusal in the sub-categories of incivility was statistically significant in this group. Conclusion: It is necessary to foster communication skills for nursing students. Communication programs reduce incivility. Therefore, nursing educators need to recognize the importance of communication during clinical practice and consider incorporating it into their regular curricula.

• 동서간호학연구지
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• 제27권1호
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• pp.78-86
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• 2021

Purpose: The purpose of this study was to understand the correlations between transitional shock, incivility and nursing professionalism among nursing students. Methods: A total of 143 nursing students completed transitional shock, incivility and nursing professionalism, using structured questionnaires. The collected data were analyzed using the t-test, ANOVA, Pearson's correlation coefficient, and multiple regression analysis. Results: The results showed that nursing professionalism was significantly correlated with gender (β=.20, p=.001), major satisfaction (β=.44, p=.007), clinical practice satisfaction (β=.45, p<.001), transitional shock (β=-.20, p=.012), and incivility experienced (β=-.18, p=.021) among nursing students. Conclusion: It is necessary to develop a plan for reducing individual satisfaction with clinical practice and the transitional shock of nursing students. It ultimately may increase nursing students' nursing professionalism. In addition, a strategy is needed to reduce incivility among nursing students by creating positive educational environment in clinical practice through cooperation between schools and training institutions, and to strengthen desirable nursing professionalism.

• 한국융합학회논문지
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• 제8권12호
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• pp.407-416
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• 2017

본 연구는 간호대학생이 임상실습에서 경험하는 무례함, 대처, 진로정체감 및 소진의 관계를 파악하기 위한 서술적 조사연구이다. 2017년 07월 03일부터 2017년 08월 22일까지 G시에 소재하는 간호대학생 199명을 편의표집 하였으며, 대상자들에게 무례함, 대처, 진로정체감, 소진과 관련된 자기보고형식의 설문지를 작성하도록 하였다. SPSS 23.0을 사용하여 t-검정, ANOVA, Pearson's 상관분석 및 다중회귀분석을 하였다. 분석결과 본 연구에 참여한 간호대학생 중 87.9%가 무례함을 경험한 적이 있는 것으로 파악되었다. 무례함은 회피중심(r=.19, p=.009), 문제해결중심(r=.18, p=.011), 사회적 지지추구(r=.20, p=.004), 소진(r=.27, p<.001)과 유의한 양의 상관관계를 보였으며, 진로정체감(r=-.24, p=.001)과는 유의한 음의 상관관계를 보였다. 진로정체감은 회피중심대처(r=-.31, p<.001), 소진(r=-.62, p<.001)과 유의한 음의 상관관계를 보였으며, 문제해결중심대처(r=.18, p=.012)와는 유의한 양의 상관관계를 보였다. 주요변수인 무례함, 대처, 진로정체감은 소진을 설명하는 변수로 확인되었으며, 그 설명력은 48.6%였다.

• 한국콘텐츠학회논문지
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• 제19권4호
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• pp.293-302
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• 2019

본 연구의 목적은 간호대학생이 임상실습 중 간호사로부터 경험하는 무례함, 대인불안이 임상실습 감정노동에 미치는 영향을 파악하기 위함이다. 자료 수집은 경기도, 충청도 소재의 대학에 재학 중인 간호대학생 161명을 대상으로, 2018년 11월 19일부터 12월 15일까지 자가 보고식 설문조사로 시행되었다. 수집된 자료는 기술통계, t-test, ANOVA, Pearson correlation coefficient, stepwise regression로 분석하였다. 연구결과, 간호사로부터 경험하는 무례함은 대인불안, 감정노동과 양의 상관관계를 보였으며, 대인불안은 감정노동과 양의 상관관계가 나타났다. 대상자가 간호사로부터 경험하는 무례함, 대인불안이 임상실습 감정노동에 영향을 주는 요인으로 확인되었으며, 간호대학생의 감정노동에 대해 약 21.9%의 설명력을 나타냈다. 본 연구결과는 간호대학생이 간호사로부터 경험하는 무례함과 대인불안이 임상실습 감정노동 감소를 위해 고려해야 할 주요한 요인임을 제시하였다. 그러므로 실습현장에서의 무례함 문제에 대한 효율적인 관리 및 대처방안과 대인불안을 감소시키기 위한 전략개발이 필요할 것으로 사료된다.