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    Title: 公立醫院第一線工作人員情緒勞務、工作倦怠與工作滿意度相關性之研究
    Other Titles: A study of the relationship between emotional labor, burnout and job satisfaction among frontline staff in a public hospital
    Authors: 陳嫣紅;Chen, Ian-Horng
    Contributors: 淡江大學公共行政學系公共政策碩士在職專班
    黃琛瑜;Huang, Chen-Yu
    Keywords: 第一線工作人員;情緒勞務;工作倦怠;工作滿意度;Frontline personnel;Emotional Labor;burnout;Job Satisfaction
    Date: 2014
    Issue Date: 2015-05-04 09:53:34 (UTC+8)
    Abstract: 隨著社會變遷和醫療環境改變,就醫者對於醫療服務的要求愈來愈高,尤其是第一線服務人員必須提供高品質服務,包括面對各種要求需展現適當的情緒,服務過程中的勞務和倦怠感容易產生,進而影響工作的滿意度。因此,本研究目的係探討第一線人員的情緒勞務負荷與工作滿意度之相關性和重要影響因素。採橫斷性研究,以公立醫院第一線人員工作人員(掛號、批價、收費及病歷抽調輸送、病房書記等)為研究對象;採結構式問卷調查,內容包括個人基本資料、工作情緒勞務負荷、工作倦怠以及工作滿意度四大構面,自民國103年5月起為期1個月進行資料收集。
    主要結果:發出300份問卷,有效問卷為285份,回收率佔95%;第一線工作人員情緒勞務負荷的程度,以採用深層的情緒偽裝狀況之「工作至今,我明白知道服務態度與笑容是第一線工作人員的重要資產。」的平均分數最高(4.37±0.673分),各不同年齡層、工作年資、任用性質、職位和子女數均具有統計上顯著差異(p<0.05);在工作中倦怠感覺方面,最高平均分數是個人成就感的「我對自己的做事效率有信心。」(3.65±1.007分)和「每次完成任務,我都感覺非常愉快。」(3.62±1.045分),各不同年齡層、學歷、工作年資、服務單位、任用性質、職位、婚姻、子女數和宗教信仰均具有統計上顯著差異(p<0.05);對於工作滿意程度平均分數最高的是工作本身感受中的「我的工作有為別人服務的機會。」(4.04±0.720分)和「我的工作讓我有處理不同事情的機會。」(3.80±0.758分),各不同服務單位、任用性質、職位和婚姻均具有統計上顯著差異(p<0.05);整體而言,第一線工作人員的工作滿意狀態平均76.30±14.92分,此滿意度與工作情緒感受(r=0.277, p<0.001)呈現正相關,對工作情緒感受有顯著相關變項包括性別(r= -0.136, p=0.030)和婚姻狀況(r= 0.186, p=0.005),與工作滿意程度顯著相關是性別(r= -0.223, p=0.001)。
    建議:醫院中第一線工作人員的情緒勞務應加以關注,以促使工作滿意度的提升,進而提高服務品質,可應用情緒的支持與激勵、倦怠管理機制的建立、以及鼓勵和提供專業提升機會等多元化策略來紓解情緒勞務。
    With the changes that have been taking place in society and in the healthcare environment, patients have become increasingly demanding in terms of what they expect from medical services. Frontline healthcare personnel in particular are required to provide a very high level of service quality, and have to maintain emotional stability when dealing with a wide range of patient demands. This constant process of providing service to patients often leads to burnout, affecting frontline personnel’s job satisfaction. The aim of the present study is to explore the relationship between the emotional labor burden on frontline personnel and their level of job satisfaction, as well as the important factors influencing this relationship. The research takes the form of a cross-sectional study, with the research subjects being frontline personnel in public hospitals (including personnel responsible for patient registration and appointments, pricing, receiving payments, obtaining and delivering patient records, maintaining ward records, etc.). A structured questionnaire was administered to the research subjects, the content of which included questions relating to four key areas: respondents’ personal data, their emotional labor load, work burnout, and job satisfaction. Data was collected over a period of one month starting from May 2014.
    The main results obtained in the study were as follows. A total of 300 questionnaires were sent out, and 285 valid, completed questionnaires were returned, giving a return rate of 95%. With regard to the emotional labor load borne by frontline personnel, the most frequent response (with a score of 4.37±0.673 points) was “In the course of performing my work, I have come to realize that maintaining an appropriate service attitude, and keeping a smile on one’s face, are important assets for a frontline healthcare worker,” a response indicative of deep-seated emotional masking. There was statistically significant difference (p<0.05) between the scores for personnel in different age groups, with differing years of service, with different forms of employment, holding different positions, and with differing numbers of children. As regards feelings of work-related burnout, the responses with the highest scores were “I have confidence in my own efficiency” (3.65±1.007 points) and “Whenever I complete a task, I feel very happy” ((3.62±1.045 points), both of which reflect a sense of personal achievement. Here again, there was statistically significant difference (p<0.05) between the scores for personnel in different age groups, with different levels of education, with differing years of service, working in different units, with different forms of employment, holding different positions, with different marital status, with differing numbers of children, and with differing religious beliefs. With regard to the level of job satisfaction, the responses with the highest scores were “My job gives me the opportunity to help other people” (4.04±0.720 points) and “My job gives me the opportunity to deal with a range of different issues” (3.80±0.758points), both of which fall within the “personal response” category. Statistically significant difference (p<0.05) was seen between the scores for personnel working in different units, with different forms of employment, holding different positions, and with different marital status. Overall, the average level of job satisfaction reported by frontline personnel was 76.30±14.92 points, and the level of job satisfaction was positively correlated with the emotional response to the job (r=0.277, p<0.001). Variables that displayed a significant positive correlation with the emotional response to the job included gender (r= -0.136, p=0.030) and marital status (r= 0.186, p=0.005); there was also a significant positive correlation between the gender variable and the level of job satisfaction (r= -0.223, p=0.001).

    Recommendations: More attention needs to be paid to the emotional labor performed by frontline personnel in hospitals, so as to bring about an enhancement of job satisfaction, which in turn can be expected to lead to improved quality of service. Efforts should be made to ease the burden of emotional labor through the use of a range of different strategies, including the provision of more emotional support, putting in place mechanisms for the prevention and management of burnout, and providing encouragement and opportunities to strengthen professional skills.
    Appears in Collections:[公共行政學系暨研究所] 學位論文

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