Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

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The Effects of Customer's Badness Behavior, Job Burnout, Positive Psychological Capital on Job Embeddedness of Nurses

고객불량행동, 직무소진, 긍정심리자본이 간호사의 직무착근도에 미치는 영향

  • Received : 2020.05.12
  • Accepted : 2020.08.07
  • Published : 2020.08.31
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Abstract

This study was undertaken to identify the impact of bad customer behavior, job burnout, and positive psychological capital, on the job embeddedness of nurses. Data was collected from July 1 to July 31, 2019 using a structured questionnaire, enrolling 198 nurses working at three general hospitals located in 2 metropolitan cities. Data were analyzed by applying t-test, ANOVA, Scheffe' test, Pearson's correlation coefficients, and multiple regression, using the SPSS/WIN 21.0 program. Our results indicate that bad customer behavior significantly correlates with job burnout (r=0.24, p=<0.001), positive psychological capital (r=-0.37, p=<0.001), and job embeddedness (r=-0.48, p=<0.001). Moreover, job burnout had a positive impact on psychological capital (r=-0.44, p=<0.001) and job embeddedness (r=-0.31, p=<0.001), whereas positive psychological capital impacted job embeddedness (r=0.49, p=<0.001). Multiple regression analysis revealed that bad customer behavior (β=-0.34, p<0.001), positive psychological capital (β=0.32, p=0.004), and position (β=-0.19, p=0.001) had maximum influence (38%) on the level of job embeddedness experienced by nurses. Taken together, results of this study indicate that in order to increase the level of job embeddedness of nurses, it is necessary to develop strategies that eradicate and manage bad customer behavior, and also develop programs that strengthen and develop positive psychological capital.

본 연구의 목적은 고객불량 행동, 직무소진, 긍정심리자본이 간호사의 직무착근도에 미치는 영향을 파악하기 위함이다. 자료수집은 2개 광역시에 소재한 종합병원 3곳에 근무하는 간호사 198명을 대상으로 구조화된 설문지를 이용하여 2019년 7월 1일부터 7월 31일까지 실시하였다. 자료분석 방법은 SPSS 21.0 통계프로그램을 이용하여 t-test, ANOVA, Scheffe' test, Pearson's correlation coefficients 및 Multiple regression으로 분석하였다. 분석 결과, 고객불량 행동은 직무소진과 유의한 정적 상관관계(r=.24, p=<.001), 긍정심리자본(r=-.37, p=<.001), 직무착근도(r=-.48, p=<.001)와는 유의한 부적 상관관계가 있었고, 직무소진은 긍정심리자본(r=-.44, p=<.001), 직무착근도(r=-.31, p=<.001)와 유의한 부적 상관간계, 긍정심리자본은 직무착근도(r=.49, p=<.001)와 유의한 정적 상관관계가 있었다. 회귀분석 결과, 직무착근도에 유의한 영향을 미치는 요인은 개인적 특성 중 직위(β=-.19, p=.001)와 독립변인 중고객불량 행동(β=-.34, p<.001), 긍정심리자본(β=.32, p=.004)이었고, 이들 변인은 직무착근도를 38% 설명하는 것으로 확인되었다. 본 연구결과를 기반으로 간호사의 직무착근도를 높이기 위해서는 고객불량 행동을 근절하고 관리하기 위한 전략을 개발하고, 긍정심리자본을 강화하고 발전시킬 수 있는 다양한 프로그램 개발이 필요하다.

Keywords

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