کشف محتواي ابعاد نيروي کار احساسي پرستاران و بررسي تاثير اقدامات مديريت منابع انساني بر آن در بيمارستان‌هاي دولتي مشهد
محورهای موضوعی :
سیده منصوره حسینی رباط
1
,
فریبرز رحیم نیا
2
,
مصطفی کاظمی
3
,
سعید مرتضوی
4
1 - دانشگاه فردوسی مشهد
2 - دانشگاه فردوسی مشهد
3 - دانشگاه فردوسی مشهد
4 - دانشگاه فردوسی مشهد
کلید واژه: نيروي کار احساسي, بازيگري ظاهري, بازيگري عميق, اقدامات مديريت منابع انساني,
چکیده مقاله :
نيروي کار احساسي به عنوان مفهوم مديريت احساسات به منظور ابراز احساسات مورد انتظار سازمان، جنبه حياتي حرفه پرستاري است که پرستاران ملزم به رعايت آن مي‌باشند، اما علي رغم اهميت، اين بحث چندان مورد توجه پژوهشگران داخل کشور نبوده است و لذا شناخت دقيقي از اين پديده وجود ندارد. پژوهش حاضر، با توجه به شکاف دانشي موجود و اهميت کاربردي آن با توجه به حوزه مورد مطالعه خود، به دنبال کشف محتواي ابعاد نيروي کار احساسي پرستاران است و از آنجا که براي ايجاد و حفظ احساسات مناسب سازماني، بايستي هدف خاصي از اقدامات مديريت منابع انساني توسعه داده شود، هدف دوم پژوهش، بررسي تاثير اقدامات مديريت منابع انساني بر محتواي اين ابعاد مي‌باشد. بر اين اساس، در بخش کيفي، کليه پرستاران برگزيده کشوري بيمارستان‌هاي دولتي مشهد با نمونه‌گيري هدفمند مورد مصاحبه قرار گرفتند و تجزيه و تحليل آن با رويکرد کلايزي انجام شد و در بخش کمي نيز، پرسشنامه‌اي بين 130 نفر از پرستاران با سابقه توزيع شد که تجزيه و تحليل آن با تحليل عاملي تاييدي و نرم‌افزار آموس صورت گرفت. بر مبناي نتايج حاصل از تجزيه‌و تحليل مصاحبه‌ها، در بعد بازيگري ظاهري، 5 زيرمولفه در 2 مولفه «نقاب احساسي، مقابله احساسي» و در بعد بازيگري عميق، 15 زيرمولفه در 5 مولفه «عقب‌نشيني احساسي، همدلي احساسي، برانگيختگي احساسي، اشتراک‌گذاري احساسي، انعکاس احساسي» پديدار شدند و نتايج تحليل عاملي تاييدي تمامي اين مولفه‌ها و زيرمولفه‌هاي احصا شده نيروي کار احساسي پرستاران را تاييد نمود و همچنين مشخص شد، اقدامات مديريت منابع انساني بر محتواي ابعاد نيروي کار احساسي تاثير دارد.
Emotional labor as the management of emotions is the vital aspect of nursing profession that must be observed in order to express the organization’s intended emotions. Despite the emphasis made over the importance of this topic, it has not been much within the spot light of experts inside the country; as the result there is no accurate cognition over the phenomenon. The current study, due to the existing knowledge gap and its important application in the domain being studied, explores contents of emotional labor dimensions in nurses; since a special goal out of HRM practices must be developed to create and preserve desired organization’s emotions, the second aim for this paper is studying the impact of HRM practices on contents of these dimensions. In the qualitative, all exemplar nurses of Mashhad’s public hospitals were interviewed by purposeful sampling; and the analysis was conducted through Colaizzi method. In quantitative, a questionnaire was distributed among 130 experienced nurses; and the analysis was conducted through confirmatory factor analysis (CFA) and AMOS software. Finally, in qualitative, in surface acting, 5 subcategories in 2 categories “emotional mask and emotional deal”; and in deep acting, 15 subcategories in 5 categories “emotional withdrawal, emotional empathy, emotional arousal, emotional sharing, and emotional reflection” emerged. In quantitative, the result for confirmatory factor analysis confirmed all categories and subcategories obtained in nurses’ emotional labor; also, HRM practices affected contents of emotional labor dimensions.
بيرامي، م؛ هاشمي، ت؛ قهرمان‌زاده، ع؛ علائي، پ. (1390). بررسي رابطه سلامت روان شناختي و هوش هيجاني با فرسودگي شغلي در پرستاران بيمارستان‌هاي دولتي تبريز. تحقيقات علوم رفتاري، 9(2)، 141-147. #
پايگاه اطلاع رساني سازمان نظام پرستاري. (1395، 6 مهر 1395). بازيابي شده 29 مهر 1395، از www. ino.ir http://#
Ashkanasy, C. E., Hartel, J., & Zerbe, W. J. (2000). Emotions in the workplace: research, theory, and practice. Westport, CT: Quorum books.
Ashforth, B. E., & Mael, F. (1989). Social identity theory and the organization. Academy of Management Review, 14, 20-39.
Arvey, R. D., Renz, G. L., & Watson, T. W. (1998). Emotionality and job performance: Implications for personnel selection. In G. R. Ferris (Ed.), Research in personnel and human resources management (pp.103–147). Greenwich, CT: JAI Press Inc.
Brewster, C. (1995). Towards a European Model of Human Resource Management. Journal of International Business Studies, 1(4), 1–21.
Bowen, D. and Johnston, R. (1999), Internal service recovery: developing a new construct, International Journal of Service Industry Management, 10(5), 5-31.
Boyle, M. V. (2005). You wait until you get home. Emotional regions, emotional process work, and the role of onstage and offstage support. In: C. E. J. Hartel, W. J. Zerbe, N. M. Ashkanasy (Eds.), Emotions in Organizational Behavior (pp. 45-65). New Jersey: Lawrence Erlbaum Associates.
Boon, C., Den Hartog, D. N., Boselie, P., & Paauwe, J. (2011). The relationship between perceptions of HR practices and employee outcomes: examining the role of person–organization and person–job fit. The International Journal of Human Resource Management, 22(1), 138-162.
Bolton, S. C. (2000a). Who cares? Offering emotion work as a ‘gift’ in the nursing labour process. Journal of Advanced Nursing, 32 (3), 580–586.
Belschak, F. D., & Den Hartog, D. N. (2009). Consequences of positive and negative feedback: The impact on emotions and extra-role behaviors. Applied Psychology, 58(2), 274-303.
Choi, Y-G, & Kim, K-S. (2015). A Literature Review of Emotional Labor and Non-Task Behavior, Universal Journal of Management, 3(4), 143-147.
Chen, L-H., Lin, S-P. (2009). Reducing service agent’s emotional labor by emotion-focused human resource management practice. Social Behavior and Personality an International Journal, 37(3), 335-341.
Cunico, L., Sartori, R., Marognolli, O., & Meneghini, A. M. (2012). Developing empathy in nursing students: a cohort longitudinal study. Journal of clinical nursing, 21(13-14), 2016-2025.
Davidson, N., & Williams, K. (2011). A Danish approach to mentorship and education of nursing students. Nursing Standard, 25(23), 43-45.
Filstad, C. (2010). Learning to be a competent paramedic: emotional management in emotional work. International Journal of Work Organization and Emotion, 3(4), 368–383.
Fabianowska, J., & Halnon, N. (2014). Emotional Labor in Harm-Reduction Practice in Ireland: An exploratory study, Irish Journal of Applied Social Studies, 13(1), 53-65.
Garel, M., Etienne, E., Blondel, B., & Dommergues, M. (2007). French midwives' practice of termination of pregnancy for fetal abnormality. At what psychological and ethical cost. Prenatal Diagnosis, 27, 622-628.
Glaso, L. and Einarsen, S. (2006), Experienced affects in leader-subordinate relationships, Scandinavian Journal of Management, 22, 49-73.
Guba, E. G, Lincoln, Y. S. (1994). Competing paradigms in qualitative research. In N. K. Denzin & Y. S. Lincoln(Eds), Handbook of qualitative research (pp. 105-117). Thousand Oaks, CA: Sage.
Grabarek, P. E. (2011). Understanding “smile school”: Emotional labor training occurrence and consequences. Unpublished master’s thesis; Pennsylvania State University.
Husserl, E. (1963). Ideas: A General Introduction to Pure Phenomenology. Trans. W. R. Boyce Gibson. New York: Collier Books. From the German original of 1913, originally titled Ideas pertaining to a Pure Phenomenology and to a Phenomenological Philosophy, First Book. Dordrecht and Boston: Kluwer Academic Publishers.
Hochschild, A. R. (2003). The Managed Heart. London: University of California Press.
Hojat, M. (2007). Empathy in patient care: Antecedents, development, measurement and outcomes. New York: Springer.
Hulsheger, U. R., Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology,16(3), 361–399.
Ikramullah M, Shah B, Sajjadul Hassan F, Zaman T, Ali Shah I. (2011). Performance appraisal fairness perceptions in supervisory and non – supervisory employees a case of civil servants in district Dera Ismail Khan, Pakistan. Business and Management Review. 1(7), 37-45.
Kruml, S. M. & Geddes, D. (2000). Exploring the dimensions of emotional labor. Management Communication Quarterly, 1(14), 8-49.
Locke, E. A., Latham, G. P. (1991). Self – Regulation through Goal Setting. Organizational Behavior and Human Decision Processes, 50, 212 – 247.
Menzies, I. E. P. (1960). A case study in the functioning of social systems as a defense against anxiety. Human Relations, 13, 95–121.
Mann, S. (1997). Emotional labour in organizations. Leadership & Organization Development Journal, 18, 4-13.
Miles, D.E., Borman, W.E., Spector, P.E. & Fox, S. (2002). Building an integrated model of extra role work behaviour: A comparison of counterproductive work behaviour with organisational citizenship behaviour. International Journal of Selection and Assessment, 10, 51-57.
Olson, J., & Hanchett, E. (1997). Nurse-expressed empathy, patient outcomes, and development of a middle-range theory. The Journal of Nursing Scholarship, 29, 71-76.
Ozturk, H., Bahcecik, N., Ozcelik, S. K., & Kemer, A. S. (2015). Emotional Labor Levels of Nurse Academicians. Procedia - Social and Behavioral Sciences,190, 32-38.
Pugh, S. D., Groth, M., & Hennig-Thurau, T. (2011). Willing and able to fake emotions: a closer examination of the link between emotional dissonance and employee well-being. Journal of Applied Psychology, 96(2), 377–390.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44(5), 1018-1027.
Phillips, J. J., & Stone, R. D. (2002). how to measure training results: a practical guide to tracking the six key indicators. Hill: MaGraw.
Rolfe, G., Jasper, M., & Freshwater, D. (2011). Critical Reflection in Practice. Generating Knowledge for Practice (2nd ed.). Hampshire: Palgrave Macmillian.
Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12(1), 23–37.
Rafaeli, A. & Sutton, R. I. (1989). When clerks meet customers: A test of variables related to emotional expressions on the job. Journal of Applied Psychology, 74, 385-393.
Santo L. D. (2012). The Nurse – Patient Emotional Interaction in Quality of Work Life: The Role of Empathy and Emotional Dissonance. Published Ph.D., The Libre de Bruxelles University, United States.
Stayt, S. C. (2009). Death, empathy and self-preservation: the emotional labor of caring for families of the critically ill in adult intensive care, Journal of Clinical Nursing, 18, 1267–1275.
Shantz, A., Arevshatian, L., Alfes, K., & Bailey, C. (2016). The effect of HRM attributions on emotional exhaustion and the mediating roles of job involvement and work overload. Human Resource Management Journal, 26(2), 172–191.
Schuler, R. S., & Jackson, S. E. (1987). Linking competitive strategies with human resource management practices. The Academy of Management Executive, 1(3), 207-219.
Staden, H. (1998). Alertness to the needs of others: a study of the emotional labor of caring. Journal of Advanced Nursing, 27, 147-156.
Salami, S.O. (2007). Moderating effect of trait EI on the relationship between emotional labour and organisational citizenship behaviour. European. Journal of Social Sciences, 5(2), 142-150.
Steen, E., Naess, A.C., Steen, P.A., 1997. Paramedics organizational culture and their care for relatives of cardiac arrest victims. Resuscitation 34, 57–63.
Salmela, M., & Meyer, S. (2009). Emotions, Ethics and Authenticity. Philadelphia: Benjamin Publishing.
Slatten T. (2009). The effect of managerial practice on employee-perceived service quality, the role of emotional satisfaction, Managing Service Quality, 19(4), 431-455.
Turner, N., Barling, J., & Zacharatos, A. (2001). Positive psychology at work. In C. R. Snyder, S. J. Lopez (Eds.), Handbook of positive psychology (pp. 345-357). Oxford: Oxford University Press; 2001.
Taylor, N. (2010). Animal shelter emotion management: A case of in situ hegemonic resistance? Sociology, 44(1), 85–101.
Van De Voorde, K., Paauwe, J., & Van Veldhoven, M. (2010). Predicting business unit performance using employee surveys: monitoring HRM-related changes. Human Resource Management Journal, 20(1), 44-63.
Williams, A. (2013). A study of emotion work in student paramedic practice. Nurse Education Today, 33(4), 512-517.
Weiss, H.M, & Cropanzano, R. (1996). Affective events theory: a theoretical discussion of the structure, causes and consequences of affective experiences at work. Research in Organizational Behavior 8, 1-74.
Walsh M. B. (2003). Perceived of and satisfaction with employee performance appraisal (PhD thesis). USA Louisiana State University The school of Human Resource Education and Workforce Development.
