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Original Article

Influences of Customer Orientation, Emotional Labor, Unit Manager-nurse Exchange and Relational Bonds on Nurses' Turnover Intension

Young-Soon Kim1, Kyung-Yeon Park2
Journal of Korean Academy of Nursing Administration 2016;22(4):396-405.
Published online: September 30, 2016

1Department of Nursing, Busan Institute of Science and Technology, Korea.

2Department of Nursing, Silla University, Korea.

Corresponding author: Park, Kyung-Yeon. Department of Nursing, Silla University, 140 Baegyang-daero (Blvd), 700 beon-gil, Sasang-gu, Busan 46958, Korea. Tel: +82-51-999-5461, Fax: +82-51-999-6237, kypark@silla.ac.kr
• Received: August 3, 2016   • Revised: September 15, 2016   • Accepted: September 15, 2016

Copyright © 2016 Korean Academy of Nursing Administration

This is an open access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0/), which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.

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  • Purpose
    The study was done to investigate nurses' customer orientation, emotional labor, unit manager-nurse exchange and relational bonds and to identify the factors affecting nurses' turnover intentions.
  • Methods
    A cross-sectional survey was conducted using self-report questionnaires. The participants in this study were 276 nurses in tertiary hospital located in a metropolitan city, Korea. Data were analyzed using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient and stepwise multiple regression with the SPSS program 22.0.
  • Results
    The mean scores were 3.74±0.90 (out of 5) for turnover intention, 5.31±0.87 (out of 7) for customer orientation, 4.82±0.96 (out of 7) for emotional labor, 3.58±0.61 (out of 7) for relational bonds, and 3.18±0.57 (out of 5) for unit manager-nurse exchange. Factors influencing turnover intention were 'emotional labor' (β=.39, p<.001), 'unit manager-nurse exchange' (β=-.22, p<.001), 'financial bonds' (β=-.19, p<.001), 'perceived economic status' (β=-.15 p=.003) and 'career' (β=.14, p=.005). These factors explained 34.9% of the variance in turnover intension (F=30.46, p<.001).
  • Conclusion
    Findings indicate that to reduce nurses' turnover intention in the hospital, there is a need to improve unit manager-nurse exchange and to manage strategies lowering nurses' emotional labor.
  • Key Words: Nurse; Turnover; Emotional; Relation
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Table 1

The Differences in Turnover Intention, Customer Orientation, Emotional Labor, UM-Nurse Exchange, and Relational Bonds by Participants' Characteristics (N=276)

jkana-22-396-i001.jpg

Age (M±SD)=27.38±4.92 yr; UM=Unit manager; Others=Out-patient department or special diagnostic test room, MW=Medical ward, SW=Surgical ward, ICU=Intensive care unit, ER=Emergency room, OR=Operating room.

Table 2

Customer Orientation, Emotional Labor, Unit Manager-Nurse Exchange, Relational Bonds, and Turnover Intention among Nurses (N=276)

jkana-22-396-i002.jpg
Table 3

Correlations among Study Variables (N=276)

jkana-22-396-i003.jpg
Table 4

Predictors of Turnover Intention among Nurses (N=276)

jkana-22-396-i004.jpg

Figure & Data

References

    Citations

    Citations to this article as recorded by  
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      Central European Journal of Nursing and Midwifery.2018; 9(4): 915.     CrossRef

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    Influences of Customer Orientation, Emotional Labor, Unit Manager-nurse Exchange and Relational Bonds on Nurses' Turnover Intension
    J Korean Acad Nurs Adm. 2016;22(4):396-405.   Published online September 30, 2016
    DOI: https://doi.org/10.11111/jkana.2016.22.4.396
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    Influences of Customer Orientation, Emotional Labor, Unit Manager-nurse Exchange and Relational Bonds on Nurses' Turnover Intension
    J Korean Acad Nurs Adm. 2016;22(4):396-405.   Published online September 30, 2016
    DOI: https://doi.org/10.11111/jkana.2016.22.4.396
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    Influences of Customer Orientation, Emotional Labor, Unit Manager-nurse Exchange and Relational Bonds on Nurses' Turnover Intension
    Influences of Customer Orientation, Emotional Labor, Unit Manager-nurse Exchange and Relational Bonds on Nurses' Turnover Intension

    The Differences in Turnover Intention, Customer Orientation, Emotional Labor, UM-Nurse Exchange, and Relational Bonds by Participants' Characteristics (N=276)

    Age (M±SD)=27.38±4.92 yr; UM=Unit manager; Others=Out-patient department or special diagnostic test room, MW=Medical ward, SW=Surgical ward, ICU=Intensive care unit, ER=Emergency room, OR=Operating room.

    Customer Orientation, Emotional Labor, Unit Manager-Nurse Exchange, Relational Bonds, and Turnover Intention among Nurses (N=276)

    Correlations among Study Variables (N=276)

    Predictors of Turnover Intention among Nurses (N=276)
    Table 1 The Differences in Turnover Intention, Customer Orientation, Emotional Labor, UM-Nurse Exchange, and Relational Bonds by Participants' Characteristics (N=276)

    Age (M±SD)=27.38±4.92 yr; UM=Unit manager; Others=Out-patient department or special diagnostic test room, MW=Medical ward, SW=Surgical ward, ICU=Intensive care unit, ER=Emergency room, OR=Operating room.

    Table 2 Customer Orientation, Emotional Labor, Unit Manager-Nurse Exchange, Relational Bonds, and Turnover Intention among Nurses (N=276)

    Table 3 Correlations among Study Variables (N=276)

    Table 4 Predictors of Turnover Intention among Nurses (N=276)

    Table 1

    Table 2

    Table 3

    Table 4

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