직장무례가 의료종사자의 감정소진, 조직몰입, 고객지향성과 이직의도에 미치는 영향에 관한 연구- 조직지원인식을 조절효과로 -

Abstract

The purpose of this study is to confirm the effects of workplace incivility towards healthcare workers on emotional burnout, organizational commitment, turnover intention, and customer orientation. The subjects of this study were workers at medical institutions in Busan. They were divided into administrative departments and nursing departments, and 30 copies and 60 copies were pre-surveyed in July, respectively. Then the questions were revised. A total of 500 copies were distributed, and 442 questionnaires between August and September were returned. Some surveys that were discarded answered insincerely. The analysis of this study utilized SPSS 27 and AMOS 27 statistical packages. Reliability, confirmatory factors, and correlations were analyzed. Concentrated validity was secured through confirmatory factor analysis, and discriminant validity was also confirmed through correlation analysis. As a result of the fit verification using the structural model equation, the model fit index of the research model showed a satisfactory level of fit. The empirical results of this study can be summarized as follows. Customer incivility was found to have a significantly positive effect on the emotional burnout of healthcare workers. It was found that supervisor incivility had a significantly positive effect on the emotional burnout of medical workers. Coworker incivility did not have a significantly positive effect on the emotional burnout of healthcare workers. It was found that junior incivility had a significantly positive effect on the emotional burnout of medical workers. Emotional burnout was found to have a significantly negative effect on organizational commitment, and organizational commitment was found to have a significantly positive effect on customer orientation. Organizational commitment was found to have a significantly negative effect on turnover intention. In addition, the results of the study on the moderating effect of organizational support perception on the effect of workplace rudeness on emotional burnout are as follows. In terms of the effect of customer incivility, junior incivility, and emotional burnout, organizational support perception had a moderating effect, but senior incivility and coworker incivility did not. This study has a theoretical significance that is different from previous studies by using subordinate disrespect as one of the factors as an independent variable. In future studies, there is academic and theoretical value and significance, suggesting that a rich study can be conducted by using subordinate rudeness to measure rudeness between generations in the study of workplace rudeness. There is academic and theoretical value and significance in that an empirical study was conducted on workplace rudeness targeting workers in medical institutions, and the relationship between emotional burnout, organizational commitment, customer orientation and turnover intention was investigated by investigating together with the administration and nursing department. In previous studies, there were not many studies that looked at the moderating effect of organizational support perception on emotional burnout in workplace rudeness. Therefore, this study has academic and theoretical significance in that it examined the moderating effect of perceived organizational support in the relationship between workplace rudeness and emotional burnout.