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研究生:尤淑真
研究生(外文):Shu Chin
論文名稱:員工交流網-「心橋」對護理人員情緒耗竭之影響
論文名稱(外文):The Impact of Employee Communication Net -「Heart Bridge」 on Perceived Emotional Exhaustion of Nurses
指導教授:張怡秋張怡秋引用關係
指導教授(外文):I-Chiu Chang
學位類別:碩士
校院名稱:國立中正大學
系所名稱:資訊管理所
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:100
中文關鍵詞:護理人員員工交流網-心橋自覺情緒耗竭程度認知有用性
外文關鍵詞:Nurse、Employee Communication Network、Emotional
相關次數:
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現階段之醫療服務業競爭激烈,過去消費者所面臨的資訊不對等已改變,取而代之的是資訊透明公開化、服務至上,服務者必須更謹慎小心的面對消費者。相對地,醫療服務業者所面臨的情緒壓力,除了必須具備原有的專業能力外,更須具有良好的應對進退的服務態度情緒,方能獲得消費者青睞!而首當其衝身為第一線工作人員的護理人員,其情緒勞務與情緒耗竭的問題不遑多言。
而資訊科技的發達,早已應用於醫療業,更甚者如筆者所在的醫療院所,於多年前即已設立員工交流的平台-心橋,供院內同仁使用,有鑑於護理人員可能面臨的情緒耗竭日漸趨重,本研究乃以調查護理人員之自覺情緒耗竭程度為基礎,並進一步探討護理人員使用員工交流網-心橋的認知有用性及使用情形,試圖找出三者之關聯性,企欲對護理人員之情緒耗竭程度有所了解及幫助,以避免後續-職業倦怠之產生。
本研究係以情緒耗竭與科技使用有用性為兩大主軸,探究兩者之關聯性,研究對象為某財團法人所屬三家醫療院所之護理人員,研究方法採結構式問卷調查法,發放問卷1000份,調查日期四月十六日至五月十八日,回收問卷共計918份,回收率達91.8%,無效問卷81份,有效問卷837份佔有效問卷的91.2%。
本研究係採用SPSS for Windows 12.0版之套裝軟體進行資料分析,運用描述性統計分析、單因子多變量分析、獨立樣本t-test、pearson相關性,進行護理人員之人口特徵、員工交流網-心橋的認知有用性、員工交流網-心橋的使用經驗、使用動機、自覺情緒耗竭程度、心橋經營特色等變項之分佈與相關性分析,其研究結果如下:
1.護理人員自覺情緒耗竭程度(7分量表):大多數的護理人員自覺情緒耗竭程度有偏高情形,平均4.80分,5分者佔最多數,護理人員之自覺情緒耗竭程度與其服務院區、年齡、婚姻、子女數、教育程度、服務年資、服務科別、職務、人格特質與有無使用員工交流網呈顯著相關。
2.護理人員使用員工交流網-心橋的認知有用性(7分量表):大多數護理人員認為使用心橋是有用的,平均4分,以平均5分者佔最多數,且護理人員對心橋 之認知有用性與其年齡、教育程度、服務年資、是否經歷SARS、職務、人格特質等呈顯著相關。
3.護理人員對員工交流網-心橋的認知有用性與心橋使用經驗呈顯著相關,依序為(1)使用時間(2)使用頻率。
4.護理人員對員工交流網-心橋的使用經驗與其自覺情緒耗竭程度關係顯著,有使用心橋者其自覺情緒耗竭程度較低。
The competition of medical business nowaday becomes strongly. The information gap between doctors and patients is gone and patients now realize their rights and demand high service quality and more information open to them. Therefore, medical service providers need to pay more attention while facing consumers which brings in more emotional pressure. The providers are expected to have not only professional ability but also good service attitude to gain consumers’ loyalty.
Information technology has applied in medical treatment industry for long. There has been a communicating platform, heart-bridge, for employee in the hospital where author works at for many years. In light of the perceived emotional exhaustion of nurse becomes seriously, this research attemps to investigate the relationship between nurse’s perceived emotional exhaustionlevelevel and their perceived usefulness of heart-bridge to help them avoid burnout from happening.
The subjects of this research are nurses in the chain hospitals where author works at. Data were collected through structured questionnaire survey. There were 1000 questionnaires sent out during April 16th to May 18th, 2007. Nine hundred and eighteen questionnaires were returned and came out a respondent rate of 91.8%. Among them there were 81 invalid questionnaires, therefore the valid questionnaires are 91.2% out of the responded.
This research applied SPSS 12.0 versions to analyze data using descriptive statistics, one way ANOVA, independent t test, and pearson corelation analysis. The research findings are as the following:
1. The average score of perceived emotional exhaustion degree (in a 7-point scale) is 4.80, most of them are 5s. The perceived emotional exhaustion degree is correlated with nurse’ hospital area, age, marriage status, number of children, educational level, working experience, service department, duty, personality, and usage of heart-bridge.
2. Most nurses perceived the usefulness of heart-bridge (in a 7-point scale) with an average score of 4.0 and most of them are 5.0s. The perceived usefulness is correlated with nurse’s age, educational level, working experience, experience of SARS, duty, and personality.
3. Nurses’ perceived usefulness of heart-bridge is significatntly correlated with their usage of it in terms of time of usage and the frequency of usage.
4. Those who used heart-bridge revealed lower emotional exhaustion degree. In other words, nurses’ usage of heart-bridge is correlated with their emotional exhaustion degree.
第一章 緒 論.......................................................................................................1
第一節 研究背景..................................................................................... 1
第二節 研究動機..................................................................................... 2
第三節 研究目的與研究問題...............................................................4-5
第二章 文獻探討................................................................................................. 6
第一節 醫療服務業...................................................................................6
第二節 情緒..............................................................................................9
第三節 情緒規則....................................................................................12
第四節 情緒勞務....................................................................................13
第五節 情緒耗竭....................................................................................20
第六節 企業內網路之運用....................................................................36
第七節 科技接受模式............................................................................39
第三章 研究方法..................................................................................................44
第一節 名詞釋義.....................................................................................44
第二節 研究架構及研究假設.................................................................45
第三節 研究對象與問卷設計.................................................................47
第四節 抽樣方法.....................................................................................48
第五節 資料分析.....................................................................................49
第四章 研究結果與討論 ................................................................................... 51
第一節 各變項之描述性統計................................................................51
第二節 相關分析....................................................................................58
第五章 結論與建議.............................................................................................68
第一節 結論............................................................................................68
第二節 管理上的意涵............................................................................72
第四節 研究限制....................................................................................74
第四節 研究貢獻....................................................................................75
第五節 後續研究建議.......................................................................................75
參考文獻 76-85
附錄一 研究問卷 .86-89
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