J Korean Acad Nurs Adm.  2016 Sep;22(4):396-405. 10.11111/jkana.2016.22.4.396.

Influences of Customer Orientation, Emotional Labor, Unit Manager-nurse Exchange and Relational Bonds on Nurses' Turnover Intension

• Kim YS
• Park KY

• KMID: 2355217
• DOI: http://doi.org/10.11111/jkana.2016.22.4.396

Abstract

PURPOSE
The study was done to investigate nurses' customer orientation, emotional labor, unit manager-nurse exchange and relational bonds and to identify the factors affecting nurses' turnover intentions.
METHODS
A cross-sectional survey was conducted using self-report questionnaires. The participants in this study were 276 nurses in tertiary hospital located in a metropolitan city, Korea. Data were analyzed using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient and stepwise multiple regression with the SPSS program 22.0.
RESULTS
The mean scores were 3.74±0.90 (out of 5) for turnover intention, 5.31±0.87 (out of 7) for customer orientation, 4.82±0.96 (out of 7) for emotional labor, 3.58±0.61 (out of 7) for relational bonds, and 3.18±0.57 (out of 5) for unit manager-nurse exchange. Factors influencing turnover intention were 'emotional labor' (β=.39, p<.001), 'unit manager-nurse exchange' (β=-.22, p<.001), 'financial bonds' (β=-.19, p<.001), 'perceived economic status' (β=-.15 p=.003) and 'career' (β=.14, p=.005). These factors explained 34.9% of the variance in turnover intension (F=30.46, p<.001).
CONCLUSION
Findings indicate that to reduce nurses' turnover intention in the hospital, there is a need to improve unit manager-nurse exchange and to manage strategies lowering nurses' emotional labor.

Keyword

Nurse; Turnover; Emotional; Relation

MeSH Terms

Cross-Sectional Studies
Intention
Korea
Tertiary Care Centers

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