Effect of Nurse's Professionalism on Customer Orientation, Job Satisfaction and Service Delivery Level in Specialty Hospital

전문병원 간호사의 전문직업성이 직무만족, 고객지향성 및 서비스 수준에 미치는 영향

  • 이정우 (대전대학교 병원경영학과)
  • Received : 2010.09.15
  • Accepted : 2010.11.09
  • Published : 2011.01.28


The main purpose of this study is to examine a influence factor of professionalism which is effected on nurse's customer orientation, job satisfaction and service delivery level in specialty hospitals. And this study has reviewed the theoretical background of specialty hospital system, professionalism, customer orientation, job satisfaction and service delivery level, and set up the hypothesis to test the relations with nurse's professionalism, customer orientation, job satisfaction and service delivery level. Data were collected from 142 nurses in 6 specialty hospitals in the Seoul region using a standardized questionnaire. For reliability and appropriateness, Cronbach $\alpha$ and factor analysis and SPSS 12.0K for the actual proof were used. The research findings are summarized below. The professionalism influences positively on the customer orientation and the job satisfaction while it does not on the service delivery level. Also, the customer orientation influences positively on the service delivery level, it does not influence positively on the service delivery level as the research is analyzed. Therefore, the courses that are emphasizing the customer satisfaction and the importance of service should be included in the curriculum of the Department of Nursing Science and the nurses in active service at speciality hospitals should be trained persistently for the importance of customer management.


  1. C. Hardy and S. leiba-O'Sullivan, "The power behind empowerment implications for research and practice," Hum Relat, Vol.51, pp.451-483, 1998.
  2. W. B. Martin, “Defining what quality service is for you,” The Cornell H.R.A. Quaterly, Vol.26, No.4, pp.33-52, 1986.
  3. V. A. Zeithaml, “Service quality, profitability and the economic worth of customers : What we know and what we need to learn,” Journal of Academy of Marketing Science, Vol.28, No.1, pp.67-85, 2000.
  4. R. T. Rust, G. L. Stewart, H. Miller, and D. Pielack, "The Satisfaction and retention of frontline employees," International Journal of Service Industry Management, Vol.7, pp.62-80. 1996.
  5. 법률 제9386호, “일부 개정이유”, 2009. 1.30.
  6. 메디포 뉴스, “개인 설립 중소병원, 도산율 무려12%!”, 2009. 8. 22.
  7. W. B. Clark, “Centers of excellence,” Modern Healthcare(MOD HEALTHC), 2000.
  8. 이용철, 중소병원의 전문화와 경영성과에 관한 실증분석. 인제대학교 대학원 박사학위 논문, 1999.
  9. 병원신문, “전문병원 효과 ‘뚜렷’ 본 사업에 ‘청신호’ ”, 2009.7.20.
  10. R. L. Baker, "The Social Work," Dictionary Silver, Spring, 2003.
  11. E. Freidson, “Professional dominance : the social structure of medical care,” Aldine Publishing Co. 1970.
  12. W. R. Scott, "Reaction to Supervision in Hetronomous Professional Organization," Adminstration Science Quarterly, Vol.10, pp.65-81. 1965.
  13. M. l. Germain and C. E. Ruiz, "Defining expertise across nations : Myth or reality of a global definition?," Academy of Human Resource Development International Research Conference in the Americas, 2008.
  14. L. A. Crosby, K. R. Evans, and D. Cowels, “Relationship Quality in Services Selling: An Interpersonal Influence Perspective,” Journal of Marketing, Vol.54, No.3, pp.68-81. 1990.
  15. R. Saxe and B. A. Weitz, "The SOCO Scale; A Measure of the Customer Orientation of Salespeople," Journal of marketing Research, Vol.19, pp.343-351, 1982.
  16. D. T. Donovan, T. J. Brown, and J. C. Mowen, "The Consequences of Service Workers Customer Orientation : Job Satisfaction Commitment and Performance," Working Paper, Kansas State University. 2001.
  17. Henning-Thurau, "Customer Orientation of Service Employees : Its Impact on Customer Satisfaction, Commitment and Retention," International Journal of Service Industry Management, Vol.15, No.5, pp.460-478, 2004.
  18. G. Drummoned, J. Ensor, A. Laing, and N. Richardson, "Market orientation applied to police service strategies," The International Journal of Public Sector Management, Vol.13, pp.571-587. 2000.
  19. L. A. Crosby, K. R. Evans, and D. Cowels, "Relationship Quality in Services Selling: An Interpersonal Influence Perspective," Journal of Marketing, Vol.54, No.3, pp.68-81, 1990.
  20. J. Rogers, K. Clow, and T. Kash, "Increasing Job Satisfaction of Service Personnel," Journal of Service Marketing, Vol.8, No.1, pp.14-26, 1994.
  21. 전인식, 기업의 서비스지향성이 경영성과에 미치는 영향, 경희대학교 대학원 석사학위 논문, 2001.
  22. 이지선, 진기남, “병원직원의 서비스 마인드와 서비스 기술에 관한 연구”, 병원경영학회지, 제9권, 제4호, pp.70-86. 2004.
  23. W. B. Martin, "Measuring and Improving your Service Quality," Cornell H. R. A. Quarterly, Vol.27, No.1, pp.80-87, 1986.
  24. C. Gronroos "An applied service marketing theory," European Journal of Marketing, Vol. 16, pp.30-41, 1982.
  25. R. Hollowell, L. A. Schlesinger, and J. Zornisky, "Internal Service Quality, Customer and Job Satisfaction: Linkage and Implications for Management," Human Resource Planning, Vol.19, No.2, pp.206-231, 1996.
  26. 최송희, 임상간호사의 간호전문직 태도와 간호수행 정도에 관한 연구, 이화여자 대학교 석사학위논문, 1997.
  27. 차인자, 임상간호사의 전문직업성과 직무만족.조직몰입, 한양대학교 석사학위 논문, 2008.
  28. 김민호, 의료서비스에서 고객지향요인이 서비스 가치와 고객만족에 미치는 영향, 고신대학교 대학원 박사학위 논문, 2007.
  29. L. Bettencourt and S. Brown, "Contact Employees: Relationships among Workforce Fairness, Job Satisfaction and Prosaical Service Behavior," Journal of Retailing, Vol.73, pp.39-61, 1997.
  30. 서경원, 의료기관의 서비스지향성이 경영성과에 미치는 영향에 관한 실증적 연구: 종합전문요양 기관을 중심으로, 청주대학교 대학원 박사학위논문, 2007.
  31. 박태수, "호텔종사자의 자긍심과 직무만족이 서비스 제공수준에 미치는 영향", 관광연구저널 제19권, 제3호, pp.303-314, 2005.
  32. 안영철, "호텔 프런트 종사자의 직무만족과 서비스 제공 수준의 관련성 연구," 여행학 연구, 제10호, pp.83-102, 1999.
  33. R. H. Hall, "Professionalization and bureaucratization," American Sociological Review, Vol.33, No.1, pp.90-104. 1968.
  34. T. J. Brown, J. C. Mowen, D. T. Donavan, and J. W. Licata, "The Customer Orientation of Service Workers: Personality Trait Influences on Self and Supervisor Performance Ratings," Journal of Marketing Research, Vol.19, pp.110-119. 2001.
  35. L. W. Porter and R. M. Steers, "Organizational Work and Personal Factors in Employee Turnover and Absenteeism," Psychological Bulletin, 1973.
  36. W. B. Martin, "Organizational Work and Personal Factors in Employee Turnover and Absenteeism," Psychological Bulletin, 1973.
  37. W. W. Chin, "Issues and Opinion on Structural Equation Modeling," MIS Quarterly, March, pp.7-16. 1998.
  38. J. F. Hair, R. E. Anderson, R. L. Tatham, and W. C. Black, "Multivariate Data Analysis," Prentice Hall, 5th Edition. 1998.
  39. 배병렬, 구조방정식모델을 위한 SIMPLIS 활용과 실습, 청목출판사. 2004.
  40. C. Fornell and D. Lacker, "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error," Journal of Marketing Research, Vol.18, pp.921-950, 1981.
  41. R. P. Bagozzi and Y. Yi, "On the Evaluation of Structural Models," Journal of Academy of Marketing Science, Vol.16, No.1, pp.77-94, 1998.
  42. 고순희, 정복례, “종합병원 간호사의 간호전문직관과 직무만족”, 간호행정학회지, 제10권 제3호, pp.335-344, 2004.
  43. W. Sullivan, "Medicine under threat : professionalism and professional identity," Canadian Medical Association Journal, 162 pp.637-675, 2000.

Cited by

  1. A Comparative Study on Nursing Practice Environment, Professionalism, and Job Satisfaction according to Hospital Size vol.19, pp.4, 2013,