影響護理人員工作滿足與情緒耗竭因素之探討

A Discussion on the Factors of Influencing Nurses’ job satisfaction and emotional exhaustion

本研究旨在探討影響護理人員情緒耗竭與工作滿足的因素。以問卷調查法，針對南部某教學醫院之護理人員進行研究，共發出問卷720份，回收有效問卷為 454份。本研究以結構方程模式來驗證理論模式的適合度及假設。結果發現，負向情感及組織承諾可以預測表層偽裝，而正向情感可以預測深層偽裝；情緒勞務（表層偽裝與深層偽裝）、負向情感及組織承諾也扮演決定工作滿足及情緒耗竭的重要角色。本研究建議醫院應該將情感規則納入工作規範，並在招募時將人格特質納入考量；醫院亦應透過教育訓練，教育護理人員兩種情緒勞務的差異，訓練他們如何以深層偽裝來表達適當的情緒，使他們在面對病患時，具備同理心或相關的人際溝通技能。最後，對醫院的情感承諾能增加護理人員的工作滿足，與降低情緒耗竭的程度，故醫院需提供實質的組織支持，提高護理人對組織的情感承諾，以增加護理人員的工作滿足，並降低工作上情緒耗竭的程度。

The primary objective of this article was to explore the factors that influencing nurses’ job satisfaction and emotional exhaustion. Data were collected via a self-administered questionnaire. A total of 454 nurses working in the teaching Hospital in south part of Taiwan completed valid questionnaires. Structural equation modelling and confirmation factor analysis techniques were employed to examine the proposed model and to test the hypotheses. The results showed that negative affectivity and organizational commitment were predictors of surface acting, and positive affectivity was a predictor of deep acting. It was also found that emotional labour (surface acting and deep acting), negative affectivity, and organizational commitment play an important role in determining nurses’ job satisfaction and emotional exhaustion. This study suggested that hospitals should include emotional rules into job description, and try to recruit people who have the requisite skills to use deep acting to perform emotional labour rather than using surface acting. It is also important to provide nurses with training programs on how to effectively perform emotional labour. Finally, hospitals should promote nurses’ affective commitment to enhance job satisfaction and reduce emotional exhaustion by providing them necessary supports.