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Lee and Kim: Influences of Hospital Nurses' perceived reciprocity and Emotional Labor on Quality of Nursing Service and Intent to Leave
Original Article

Journal of Korean Academy of Nursing 2016; 46(3): 364-374.

Published online: 30 June 2016

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

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

Mi-Aie Lee1, Eunjeong Kim2

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 30 July 2015       Revised 18 October 2015       Accepted 13 February 2016

© 2016 Korean Society of Nursing Science

(open-access):

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.

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

Figures and Tables

Table 1

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

jkan-46-364-i001

*Post hoc: Duncan.

Table 2

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

jkan-46-364-i002
Table 3

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

jkan-46-364-i003
Table 4

Factors Influencing Nursing Service Quality (N=297)

jkan-46-364-i004
Table 5

Factors Influencing Intent to Leave (N=297)

jkan-46-364-i005

Notes

CONFLICTS OF INTEREST The authors declared no conflict of interest.

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