顧客不文明行為與護理人員工作滿意度及助人組織公民行為關聯之探討：情感專業承諾的中介效應

Exploration of the Association Between Customer Incivility Behaviors and Job Satisfaction and Organizational Citizenship Behaviors of Nursing Staff: The Mediating Effect of Affective Professional Commitment

目的
病患或家屬不當行為影響臨床護理人員工作意願。針對護理專業，本研究以情感專業承諾為中介機制，檢測此專業承諾對顧客不文明行為與工作滿意度及助人組織公民行為之關聯的中介效應。
方法
南部某一醫院臨床護理人員為本研究參與者，共有345位。以兩階段方式進行問卷調查，第一次與第二次的資料蒐集間隔時間為兩個月。第一次回收322份有效問卷，第二次則回收307份問卷。兩次問卷配對後，有效問卷為299份，回收率87％。
結果
顧客不文明行為與情感專業承諾呈顯著負相關，而情感專業承諾與工作滿意度及助人組織公民行為皆為顯著相關；同時，情感專業承諾中介於顧客不文明行為與工作滿意度之間，並連接顧客不文明行為及助人組織公民行為的關聯。
結論
顧客不文明行為耗損個人對於所從事專業的情感承諾，進而降低工作滿意度及主動協助同事的意願。基於此，管理行政單位可藉由強化成員情感專業承諾，冀能提升個人應對不當對待的應變能量，以減緩隨之而至的衝擊。

Purposes
The incivility behaviors of patients and their family members affect the willingness of clinical nursing staff to work. This study examined the mediating effect of affective professional commitment of nurses on the association between customer incivility behaviors, and job satisfaction and organizational citizenship behaviors.
Methods
This study enrolled 345 clinical nursing staff from a hospital in the Southern region. A two-stage survey was conducted with a two-month interval between the data collection period. In the first and second stages, 322 and 307 valid questionnaires were collected, respectively. A total of 299 valid questionnaires were obtained, with a return rate of 87%.
Results
Customer incivility behaviors were negatively associated with affective professional commitment, whereas affective professional commitment was significantly associated with job satisfaction and organizational citizenship behaviors.
Conclusions
Customer incivility behaviors reduce individual affective commitment toward their profession, thereby reducing job satisfaction and willingness to assist their colleagues. Management and administrative units must mitigate this by strengthening the affective professional commitment of the staff and increasing individual ability to respond to inappropriate treatment.