간호사의 감정노동이 이직의도에 미치는 영향:감정고갈과 직무소진의 매개역할을 중심으로

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간호사는 조직 내에서의 관계뿐만 아니라 환자와의 만남에서도 많은 정서적 노동을 경험합니다. 그러나 정서적 노동에 대한 대부분의 연구는 간호사와 환자와의 상호 작용으로 인한 정서적 노동보다는 조직 구성원 (예 : 직장 관리자) 간의 정서적 노동을 주로 연구했습니다. 이 연구에서는 간호사가 근무하는 환경에서 감정을 유발하는 요인의 통합 효과를 고려하고 이러한 요인이 감정적 갈등, 실직 및 이직에 미치는 영향을 고려하고자합니다.
SPSS 24.0 Statistical Package를 통해 회귀 분석을 수행하여이 연구에서 예측 된 가설을 검증했습니다. 분석 결과, 환자와 의사가 늦었 던 간호사의 정서적 노동은 정서적 피로와 작업 소진에 상당한 영향을 미쳤습니다. 그러나, 간호원에 의해 유발 된 정서적 노동은 정서적 피로와 작업 소진에 큰 영향을 미치지 않는 것으로 나타났습니다.
마지막으로 정서적 소진과 작업 소진은 이직 의도에 큰 영향을 미치는 것으로 밝혀졌습니다.

핵심어 : 정서적 노동, 정서적 피로, 작업 소진, 이직 의도|Nurses experience a number of emotional labor not only in their relationships within the organization, but also in their meetings with patients. However, most studies on emotional labor have mainly studied emotional labor between members of an organization (e.g., a supervisor in the workplace) rather than emotional labor caused by interactions with nurses and patients. In this study, we would like to consider the integrated effects of the factors that induce emotions in the environment where nurses work, and to consider the effects of these factors on emotional conflict, job loss, and even turnover.
Regression analysis was performed through the SPSS 24.0 Statistical Package to validate the hypothesis predicted in this study. The analysis showed that the emotional labor of the nurse who was late from the patient and the doctor had a significant effect on emotional exhaustion and task burnout. However, it has also been shown that the emotional labor induced by a senior nurse does not have a significant effect on emotional exhaustion and task burnout.
Finally, both emotional exhaustion and task burnout were found to have a significant effect on the turnover intention.

Key words: Emotional labor, Emotional exhaustion, Task burnout, Turnover intention
Alternative Title
The Effects of Nurses’ Emotional Labor on Turnover Intention: The Focus on Mediating Role of Emotional Exhaustion and Burnout
Alternative Author(s)
Yeonou Cho
조선대학교 경영대학원
일반대학원 경영학과
Awarded Date
Table Of Contents
목 차
Ⅰ. 서론··················································································1
1. 문제제기························································1
2. 연구목적·······················································2

Ⅱ. 이론적 배경 ········································4
1. 감정노동·········································4
2. 감정고갈········································5
3. 직무소진 ·········································7

Ⅲ. 연구가설 설정·································································9
1. 감정노동이 감정고갈에 미치는 영향 ·············9
2. 감정노동이 직무소진에 미치는 영향 ··················10
3. 감정고갈과 직무소진이 이직의도에 미치는 영향 ·······12

Ⅳ. 연구방법 및 실증분석·····················································14
1. 표본설계와 자료수집········································14
2. 변수측정····························································14
3. 신뢰성 분석····················································15

Ⅴ. 가설검증··········································································18
1. 연구가설 검증···························································18
2. 매개효과 검증·······················································22

Ⅵ. 결론···························································26
1. 연구결과 요약 및 시사점 ···················································26
2. 연구의 한계점 및 향후 연구 ··········································28

부록(설문지) ··························································36
조선대학교 경영대학원
조연우. (2020). 간호사의 감정노동이 이직의도에 미치는 영향:감정고갈과 직무소진의 매개역할을 중심으로.
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