요양병원 간호사의 감정노동과 간호서비스품질간의 관계: 사회적 지원의 조절효과

This paper investigates the relationship between emotional labor and nursing service quality of nurse. To this end, this paper also examine whether the social support influence the above causal relationship as a moderator. The paper used a cross-sectional questionnaires data from 320 nurses working at Korea medical care hospitals. The findings of this paper indicated the positive association between surface acting and all of sub-factors of nursing service quality. However, the deep acting had an significant effect only on the tangibles and responsiveness factors of nurse service quality. The paper also found that social support partially moderated the relationship between emotional labor and nursing service quality. The paper suggests that in order to improve and maintain nursing service, manager should help nurses keep both surface acting and deep acting by providing proper educational and training programs. The paper also indicates that promoting supervisor support is important to enhance both emotional labor and nursing service quality. Further implications of the findings and possible directions for future research are discussed.