Mi-Aie Lee; Eunjeong Kim

doi:10.4040/jkan.2016.46.3.364

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Original Article
Influences of Hospital Nurses' perceived reciprocity and Emotional Labor on Quality of Nursing Service and Intent to Leave: Mi-Aie Lee, Eunjeong Kim; Journal of Korean Academy of Nursing 2016;46(3):364-374.
DOI: https://doi.org/10.4040/jkan.2016.46.3.364
Published online: June 30, 2016

¹Department of Nursing, Dongguk University, Gyeongju, Korea.

²Department of Nursing, Daedong College, Busan, Korea.

Address reprint requests to: Kim, Eunjeong. Department of Nursing, Daedong College, 88, Dongbugok-ro, 27 beon-gil, Geumjeong-gu, Busan 46270, Korea. Tel: +82-51-510-4823, Fax: +82-51-510-4929, vividness@hanmail.net

• Received: July 30, 2015 • Revised: October 18, 2015 • Accepted: February 13, 2016

This is an Open Access article distributed under the terms of the Creative Commons Attribution NoDerivs License. (http://creativecommons.org/licenses/by-nd/4.0/) If the original work is properly cited and retained without any modification or reproduction, it can be used and re-distributed in any format and medium.

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Abstract
NOTES
REFERENCES

Abstract

Purpose
This study was performed to investigate the relationship among reciprocity, emotional labor, nursing service quality and intent to leave, and to identify factors influencing nursing service quality and intent to leave.
Methods
This study was a cross-sectional survey. Participants were 300 nurses working at five general hospitals in two provincial cities in Gyeongsang Province, Korea. From May 1 to June 30, 2014, data were collected using structured questionnaires and analyzed with SPSS/PC ver 20.0 programs.
Results
There were relationships between reciprocity and nursing service quality, and intent to leave, and between emotional labor and intent to leave. Participants' general characteristics, reciprocity and emotional labor explained 48.4% of variance in nursing service quality and participants' general characteristics and these two independent variables explained 31.9% of intent to leave.
Conclusion
These findings indicate that from the perception of hospital nurses, reciprocity and emotional labor are both very important factors to improve the quality of nursing service and decrease the intent to leave. So nursing managers should try to develop various personnel management programs focused on human emotions, and create a mutual respectable organizational culture and work environment.
Keywords: Nurses; Emotions; Nursing services; Personnel turnover

The authors declared no conflict of interest.

REFERENCES

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Table 1

Differences of Reciprocity, Emotional Labor, Nursing Service Quality, Intent to Leave according to General Characteristics (N=297)

^*Post hoc: Duncan.

Table 2

Level of Reciprocity, Emotional Labor, Nursing Service Quality, Intent to Leave (N=297)

Table 3

Relationship among Reciprocity, Emotional Labor, Nursing Service Quality, Intent to Leave (N=297)

Table 4

Factors Influencing Nursing Service Quality (N=297)

Table 5

Factors Influencing Intent to Leave (N=297)

Figure & Data

REFERENCES

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Influences of Hospital Nurses' perceived reciprocity and Emotional Labor on Quality of Nursing Service and Intent to Leave

J Korean Acad Nurs. 2016;46(3):364-374. Published online June 30, 2016

DOI: https://doi.org/10.4040/jkan.2016.46.3.364

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Influences of Hospital Nurses' perceived reciprocity and Emotional Labor on Quality of Nursing Service and Intent to Leave

Table 1

Differences of Reciprocity, Emotional Labor, Nursing Service Quality, Intent to Leave according to General Characteristics (N=297)

^*Post hoc: Duncan.

Table 2

Level of Reciprocity, Emotional Labor, Nursing Service Quality, Intent to Leave (N=297)

Table 3

Relationship among Reciprocity, Emotional Labor, Nursing Service Quality, Intent to Leave (N=297)

Table 4

Factors Influencing Nursing Service Quality (N=297)

Table 5

Factors Influencing Intent to Leave (N=297)

Table 1 Differences of Reciprocity, Emotional Labor, Nursing Service Quality, Intent to Leave according to General Characteristics (N=297)

^*Post hoc: Duncan.

Table 2 Level of Reciprocity, Emotional Labor, Nursing Service Quality, Intent to Leave (N=297)

Table 3 Relationship among Reciprocity, Emotional Labor, Nursing Service Quality, Intent to Leave (N=297)