요양병원 간호사의 감정노동과 사회적 지원이 고객지향성에 미치는 영향

It is necessary for nursing hospitals to implement emotional labor management and support activities of nursing staff for being competitive and strengthening nursing service capacity. This study examined the causal relationship among emotional labor, social support, and customer orientation for nurses working at medical care hospitals. The implications of this study are as follows. Firstly, emotional labor is classified as internal action and surface action. Secondly, in the relationship between emotional labor, social support, and customer orientation, surface behavior had a significant positive effect on supervisor support, peer support, and customer orientation. Thirdly, peer support has a positive effect on customer orientation. And peer support has played a mediating role in explaining the causal relationship between surface behavior and customer orientation. This study has some limitations in terms of limited area, specific time, and causal relationship according to job. So, additional researches in related to this are needed in the future.