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    Delivering Good Service: Personal Resources, Job Satisfaction and Nurses' 'Customer' (Patient) Orientation

    196415_196415.pdf (864.3Kb)
    Access Status
    Open access
    Authors
    Gountas, Sandra
    Gountas, John
    Soutar, Geoff
    Mavondo, Felix
    Date
    2013
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Gountas, Sandra and Gountas, John and Soutar, Geoff and Mavondo, Felix. 2013. Delivering Good Service: Personal Resources, Job Satisfaction and Nurses' 'Customer' (Patient) Orientation. Journal of Advanced Nursing. 70 (7): pp. 1553-1563.
    Source Title
    Journal of Advanced Nursing
    DOI
    10.1111/jan.12308
    ISSN
    0309-2402
    Remarks

    This is the peer reviewed version of the article cited above, which has been published in final form at http://doi.org/10.1111/jan.12308. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving at http://olabout.wiley.com/WileyCDA/Section/id-820227.html#terms

    URI
    http://hdl.handle.net/20.500.11937/26375
    Collection
    • Curtin Research Publications
    Abstract

    Aims: To explore the complex relationships between nurses’ personal resources, job satisfaction and ‘customer’ (patient) orientation. Background: Previous research has shown that nursing is highly intensive, emotionally charged work, which affects nurses’ job performance and their customer orientation as well as patient or ‘customer’ satisfaction. This study contributes to the literature by examining how nurses’ personal resources relate to their personal satisfaction and customer orientation and the relationships between them. Specifically, this study explores the effects of two facets of emotional labour (deep acting and surface acting), empathic concern, self-efficacy and emotional exhaustion on personal job satisfaction and customer orientation. We also test the moderating effects of inauthenticity and emotional contagion. Design: A quantitative survey. Method: Data were collected through a self-completion questionnaire administered to a sample of 159 Australian nurses, in a public teaching hospital, in 2010. The data were analysed using Partial Least Square analysis. Results: Partial Least Square analysis indicates that the final model is a good fit to the data (Goodness of Fit = 0·51). Deep acting and surface acting have different effects (positive and negative) on job satisfaction and ‘customer’ orientation, self-efficacy has a positive effect on both and emotional exhaustion has a positive effect on customer orientation and a negative effect on job satisfaction. The moderating effects of emotional contagion and empathic concern, in the final model, are discussed. Conclusions: Understanding the complex interactions between personal resources, job satisfaction and customer orientation helps to increase service providers’ (nurses in this study) personal satisfaction and ‘customer’ orientation particularly in difficult contexts.

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