A Study of the Relationship between Emotional Labor, Burnout and Job Satisfaction among Frontline Staff in a Public Hospital
| Autor: | Ian-Horng Chen, 陳嫣紅 |
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| Rok vydání: | 2014 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 102 With the changes that have been taking place in society and in the healthcare environment, patients have become increasingly demanding in terms of what they expect from medical services. Frontline healthcare personnel in particular are required to provide a very high level of service quality, and have to maintain emotional stability when dealing with a wide range of patient demands. This constant process of providing service to patients often leads to burnout, affecting frontline personnel’s job satisfaction. The aim of the present study is to explore the relationship between the emotional labor burden on frontline personnel and their level of job satisfaction, as well as the important factors influencing this relationship. The research takes the form of a cross-sectional study, with the research subjects being frontline personnel in public hospitals (including personnel responsible for patient registration and appointments, pricing, receiving payments, obtaining and delivering patient records, maintaining ward records, etc.). A structured questionnaire was administered to the research subjects, the content of which included questions relating to four key areas: respondents’ personal data, their emotional labor load, work burnout, and job satisfaction. Data was collected over a period of one month starting from May 2014. The main results obtained in the study were as follows. A total of 300 questionnaires were sent out, and 285 valid, completed questionnaires were returned, giving a return rate of 95%. With regard to the emotional labor load borne by frontline personnel, the most frequent response (with a score of 4.37±0.673 points) was “In the course of performing my work, I have come to realize that maintaining an appropriate service attitude, and keeping a smile on one’s face, are important assets for a frontline healthcare worker,” a response indicative of deep-seated emotional masking. There was statistically significant difference (p |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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