۱- INTRODUCTION

۲- METHODS

۳- RESULTS

۴- DISCUSSION

REFERENCES

Abstract

In this study, we investigated nurses’ organizational communication satisfaction and emotional labor in an attempt to identify the factors that influence nurses’ prosocial service behavior in Korea. A cross-sectional study was conducted on 145 nurses at two Korean tertiary hospitals in 2017. Most participants (89%) were female, and the mean age was 28.45
۵٫۵۰ years; data analysis was mainly based on a multiple regression. It was consequently found that nurses’ organizational communication satisfaction and emotional labor positively affected their prosocial service behavior. The potential benefits of emotional labor were also explored, and these variables were determined to explain 41.1% of the variance in prosocial service behavior. These findings provide evidence that organizational communication satisfaction and emotional labor in nurses can have significant effects on their prosocial service behavior.

INTRODUCTION

Nurses’ prosocial service behavior, including caring behaviors, is considered an important element of health-care administration and business (Graber, 2009). Several researchers have examined prosocial service behavior in nursing, including “prosocialness” and “prosociality”, in attempts to more comprehensively understand nursing outcomes (Biagioli, Prandi, Giuliani, Nyatanga, & Fida, 2016; Feather, McGillis Hall, Trbovich, & Baker, 2018). Recent studies have investigated nurses’ organizational communication satisfaction and emotional labor. Most of these previous studies have reported that emotional labor negatively affects nurses’ job attitudes (e.g. turnover intention, job satisfaction, organizational commitment, and burnout) and psychological well-being (Cheng, Bartram, Karimi, & Leggat, 2013; Hulsheger & Schewe, 2011; Vermaak, Görgens-Ekermans, & Nieuwenhuize, 2017), while organizational communication satisfaction positively affects this variable (Je & Han, 2017; Kim & Lee, 2017). However, little is known about how emotional labor positively affects job-related performance in the nursing profession.