J Korean Clin Nurs Res.  2019 Aug;25(2):133-141. 10.22650/JKCNR.2019.25.2.133.

Effects of Compassion Competence and Organizational Commitment on Customer Orientation in Hospital Nurses

• Kim YH
• Choi MY

• KMID: 2457424
• DOI: http://doi.org/10.22650/JKCNR.2019.25.2.133

Abstract

PURPOSE
This study aimed to examine the effects of compassion competence and organizational commitment on customer orientation in hospital nurses.
METHODS
The participant of this study was 223 nurses who have worked at a tertiary hospital in Chungcheong Province for at least one year. The general characteristics, compassion competence, organizational commitment, and customer orientation of the participants were collected, using self-reported questionnaires, from June 15 to June 29, 2018. The data were analyzed by descriptive statistics, independent t-test, ANOVA (Scheffé test), Pearson's correlation coefficient, and multiple regression using an SPSS/WIN 22.0 program.
RESULTS
Customer orientation was significantly associated with organizational commitment (r=.51, p<.001), and compassion competence (r=.74, p<.001). Compassion competence (β=.62, p<.001), organizational commitment (β=.17, p=.004), and marital status (β=.11, p=.034) were identified as the predictors of customer orientation. These variables explained 59.1% of the variance in customer orientation.
CONCLUSION
This study confirmed that compassion competence and organizational commitment may have an impact on customer orientation in hospital Nurses. Therefore, to improve customer orientation in hospital nurses, it is necessary to develop interventions and education programs considering these factors.

Keyword

Nurses; Compassion Competence; Organizational Commitment; Customer Orientation

MeSH Terms

Education
Empathy*
Marital Status
Mental Competency*
Tertiary Care Centers