護理人員情緒勞務、情緒智力、工作壓力與留任意願之關聯性探討

Relationship between Nurses’Emotional Labor, Emotional Intelligence, Job Stress, and Intention to Stay

目的：護理人員穩定留任是醫院營運的重要課題，本研究探討護理人員的工作壓力、情緒勞務、情緒智力現況與留任意願之間的關係。方法：採橫斷式研究，以北部某醫學中心及其兩個分院的護理人員為研究對象，採結構式問卷調查，收案期間為2020 年5 月至7 月，共回收570 份問卷，有效問卷計559份。結果：護理人員普遍具備良好情緒智力，但對情緒勞務的認知較高，因此有較高的工作壓力，其中最大的壓力來源是職業危害。在內科和外科服務的護理人員，其工作壓力及情緒勞務偏高、留任意願偏低。年輕、未婚、輪班或固定排大/ 小夜班的護理人員，其留任意願偏低、工作壓力偏高。在婦產兒科服務的護理人員有較高的留任意願。依階層迴歸分析結果，情緒勞務對工作壓力呈現顯著正向影響關係，情緒智力對工作壓力呈現顯著負向影響關係，工作壓力對留任意願呈現顯著負向影響關係。結論：情緒勞務與情緒智力會影響護理人員的工作壓力，而工作壓力則會影響護理人員的留任意願；醫院應重視護理人員情緒管理議題，例如辦理情緒管理課程或舒壓活動，或訓練其自我情緒調適能力，能有效降低其工作壓力進而提高留任意願。

Purpose: Nurse retention is a key issue in hospital operations. Therefore, we investigated therelationship among nurses’ job stress, emotional labor, emotional intelligence, and intention tostay.Methods: In this cross-sectional study, a structured questionnaire was administered to nursesworking at a medical center in Northern Taiwan and its two branches between May 2020 and July2020. A total of 570 questionnaires were returned, and 559 were considered valid.Results: The nurses possessed good emotional intelligence. However, they exhibited highlevels of perceived emotional labor, leading to high job stress that predominantly originated fromoccupational hazards. Nurses working in the internal medicine and surgery departments exhibitedhigher job stress and emotional labor and lower intention to stay. Moreover, young, singlenurses and nurses working rotating shifts or fixed evening or graveyard shifts exhibited a lowerintention to stay and higher job stress, whereas nurses working in the obstetrics and gynecologyand pediatrics departments had a higher intention to stay. The results of hierarchical regressionanalysis revealed that emotional labor had a significantly positive influence on job stress,emotional intelligence had a significantly negative influence on job stress, and job stress had asignificantly negative influence on intention to stay.Conclusion: Emotional labor and emotional intelligence influenced nurses’ job stress,which in turn influenced nurses’ intention to stay. Therefore, hospitals should improve emotionalmanagement by adopting measures, such as organizing emotional management courses or stressrelievingactivities and providing training in emotional self-regulation, to effectively reduce jobstress and ultimately increase nurses’ intention to stay.