간호사의 감정노동이 고객지향성에 미치는 영향: 능동조절과 회복탄력성의 매개역할을 중심으로

Abstract

This study attempted to confirm whether negative emotions induced by patients induce emotional labor in nurses. In addition, after dividing emotional labor into surface acting and deep acting, the effects of these two factors on customer orientation through active regulation and resilience were considered. The analysis results are as follows. First of all, both surface acting and deep acting were found to have a significant effect on active regulation. However, contrary to expectations, surface acting was found to have no significant effect on resilience. In addition, it was found that deep acting had a significant effect on resilience, and active regulation and resilience also had a significant effect on customer orientation. In addition, the mediating effect on active regulation in the 'surface acting→active regulation→customer orientation' path relationship, the mediating effect on active regulation in the 'deep acting→active regulation→customer orientation' path relationship was confirmed. Unlike previous studies, this study gave academic meaning by suggesting recovery factors that convert negative emotions such as active regulation and resilience into positive emotions in the relationship between emotional labor and customer orientation.