前行的力量～探討護理人員展現服務導向組織公民行為之關鍵要素

Forward Energy-Exploring the factors of influence Nurses’ service-oriented Organizational Citizenship Behavior

洪婉君

程序公平 ； 主管支持 ； 工作不安全感 ； 生命流 ； 服務導向組織公民行為 ； Procedural justice ； Supervisor support ； Job insecurity ； Flow ； Service-oriented organizational citizenship behavior

長榮大學醫務管理學系(所)學位論文

2016年

碩士

秦兆瑋

繁體中文

前言：在醫療市場中服務提供之競爭日趨激烈，第一線護理人員主動展現負責、熱誠公民行為直接影響顧客來院的意願與評價。因此引發護理人員主動提供服務熱忱與動力之導因值得加以重視，重啟護理人員的服務精神已成現今醫院管理部門相當重要的課題。 目的：本研究主要探討護理人員對工作不安全感與生命流經歷之知覺程度，與二者在程序公平、主管支持與服務導向組織公民行為之間所扮演的關鍵角色，並了解不同人口特質之護理人員認同程序公平、主管支持感受與服務導向組織公民行為之差異程度。 方法：本研究為橫斷式研究，採配額抽樣方式選擇台南地區執業中之護理人員為研究對象，在2016年2月至4月期間便利發放410份問卷，實際回收有效問卷382份，回收率93.2%。藉由描述統計、獨立樣本t 檢定、因素分析、Pearson 相關分析、階層迴歸分析及Sobel Test中介分析等統計方法，經分析後得知以下之研究結果。 結果：(一)護理人員知覺程序公平、主管支持程度越高，對展現服務導向組織公民行為的正向影響越顯著。(二)護理人員知覺程序公平、主管支持程度越高，對工作不安全的負向影響越顯著。(三)護理人員知覺程序公平、主管支持越高，對感受生命流經歷的正向影響越顯著。(四)護理人員知覺程序公平、主管支持程度僅能透過工作不安全之一部份要因，對服務導向組織公民行為產生負向影響。(五)護理人員之生命流歷程對程序公平、主管支持及服務導向組織公民行為之間具有中介效果。 結論：研究結果顯示當護理人員認同程序公平、主管支持程度越高，越能用熱忱積極的態度回饋，因正向工作情境產生，提昇生命流的感動與經歷，繼而激發員工展現服務導向組織公民行為，符合顧客期待使醫院受益。因此，醫院管理階層宜致力提高在執行決策過程中，護理人員所追求的公平感受，注重主管支持力量，瞭解護理人員被重視的需求與認知，營造易陶醉於生命流的職場氛圍，享受工作成果與成就，促進樂於主動展現優質醫療服務的正向能量，以提升醫院服務形象及工作績效。

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