임상간호사의 직무스트레스와 감정노동이 직무만족도에 미치는 영향 = Effects of Clinical Nurses’ Job Stress and Emotional Labor on Job Satisfaction

국문 초록 (Abstract)

본 연구는 임상간호사를 대상으로 직무스트레스와 감정노동의 정도를 파악하고 또한 임상간호사의 직무스트레스, 감정노동이 직무만족도에 미치는 영향을 알아보고, 직무만족도를 낮추는 요인을 찾아내고 그 요인을 제거하여 효율적인 간호업무의 질 향상의 방안을 모색하고자 시도된 조사연구이다.
본 연구는 인천, 부천에 소재한 병원에서 근무하고 있는 외래계, 병동계, 특수간호계(수술실, 마취과/회복실, 중환자실) 임상간호사를 주 대상으로 설문지 210부를 배부하였으며, 그 중 미회수 2부를 제외한 208부(99%)의 설문지를 회수하여 208부의 설문지를 가지고 분석에 사용했다.

본 연구의 결과를 요약하면 다음과 같다.

첫째, 임상간호사의 직무스트레스의 전체 평균은 3.890으로 나타났으며 하위항목으로는 ‘업무량 및 업무환경’에 대하여 높은 스트레스 수준을 가지는 것을 알 수 있다.
둘째, 임상간호사의 감정노동에 대한 전체평균은 3.405으로 나타났고, 하위항목으로는 ‘감정노동의 빈도’가 가장 높게 나타났다.
셋째, 임상간호사의 직무만족도의 전체평균은 3.076으로 나타났다. 하위항목으로는 ‘업무의 중요성’이 가장 높게 나타났고, ‘보수의 만족’이 가장 낮게 나타났다.
마지막으로 영향관계분석에서 회귀분석 결과 종속변수 직무만족에 대한 직무스트레스와 감정노동 요인의 회귀분석 결과, ‘감정의 부조화’와 ‘역할갈등’이 통계적으로 유의하였다. ‘역할갈등’(β=-.180), ‘감정의 부조화’(β=-.165) 순으로 나타났으며, ‘역할갈등’과 ‘감정의 부조화’ 모두 부(-)의 영향관계를 나타내고 있다. 이는 임상간호사들이 직무특성상 안전하고 정확한 간호업무 수행을 위해 항상 노력하고 신중을 기하면서도 신체적으로나 정신적으로 불편한 간호대상자를 항상 돌봐주어야 한다는 전문적 사명감을 갖고 고객만족의 극대화를 위해 끊임없이 노력한다는 과정에서 나타나는 결과라고 생각된다(위선미·이여진, 2012). 또한 임상간호사 뿐만 아니라 병원에 근무하는 다양한 부서의 의료인과 의료보조 인력에서도 직무스트레스, 감정노동, 직무만족도의 연구가 이루어져, 부서간의 이견을 좁이는데 노력을 해야 할 것이며, 더 나아가 미래의 간호사인 간호학생을 대상으로 간호대학 교육과정에서 직무스트레스와 감정노동에 대한 교육이 통합적으로 이루어져 이들이 간호조직의 중요한 자원으로 성장할 수 있도록 돕는 노력이 필요할 것으로 여겨진다. 이러한 정책들이 채택되어 임상간호사의 직무만족도가 향상되기를 바라고 더 나아가 병원조직의 효율적인 인적자원관리와 환자에게 질 좋은 의료서비스를 제공하는 데 도움을 주고자 하는 것이 본 연구의 취지이다.
본 연구는 의료기관의 인력에서 약 45%(통계청, 2008)를 차지하며 병원예산의 50∼70%를 차지하고(지성애 외, 1996), 환자의 생명과 직결되며 병원서비스의 질을 좌우하는 중요한 열쇠를 지닌 임상간호사를 대상으로 직무스트레스와 감정노동이 직무만족도에 미치는 영향을 파악함으로써 직무만족도를 높여 보다 안정적인 간호인력 확보를 위한 합리적인 방안이라 생각되어지고 따라서 의료현장에서는 임상간호사의 직무스트레스와 감정노동을 체계적·지속적으로 파악할 필요가 있다. 나아가 간호업무를 질적으로 향상시켜 병원을 이용하는 고객들에게 보다 질 좋은 의료서비스를 제공함으로써 병원 조직 내에서 간호 기여도를 높이는데 기여할 수 있을 것으로 생각되어진다.

주제어 : 임상간호사, 직무스트레스, 감정노동, 직무만족도

다국어 초록 (Multilingual Abstract)

Effects of Clinical Nurses’ Job Stress and
Emotional Labor on Job Satisfaction

The purposes of this study are to apprehend clinical nurses’ job
stress and emotional labor, to investigate their impacts on job
satisfaction, to find out which factors curtailing their job satisfaction
and how to eliminate them, and to devise a scheme for improving
quality of the nursing services.
This study is carried out by a survey mainly targeting clinical
nurses at general hospitals in Incheon and Bucheon, who have been
working at outpatient clinic, general ward, and special nursing parts
which are operating unit, anesthesiology unit/awakening unit, intensive
care unit.
The number of questionnaires distributed is 210, and 208(99%) of
them returned and used for analysis.

The resultsof this study are summarized as follows:

Firstly, overall mean of the clinical nurses’ job stress appears 3.890
and among subcategories, ‘workload and working environment’ factor
is the cause of the highest stress level.
Secondly, overall mean of the clinical nurses’ emotional labors
appears 3.405, and among subcategories, ‘frequency of emotional labor’
factor appears the highest level.
Thirdly, overall mean of the clinical nurses’ job satisfaction appears
3.076, and among subcategories, ‘significance of the duties’ factor is
the highest ; whereas ‘salary satisfaction’ is the lowest.
Lastly, as result of the regression analysis of job stress and
emotional labors factors to dependent variables of job satisfaction in
impact relation analysis, ‘emotional incongruity’ and ‘role conflicts’ are
statistically significant.
It appears ‘role conflicts’(ß= -.180) and ‘emotional incongruity’
(ß=-.165) in order, and both have negative impact relations.
This result is attributed to the facts that, as the characteristics of
clinical nurses’ duties, they keep making effort to provide safe and
correct nursing service and to maximize patients’ satisfaction with
professional sense of duty of caring patients who suffer inconveniences
physical or mental.
This study suggests that more studies be performed on job stress,
emotional labors, and job satisfaction not only of the clinical nurses
but also of all other kinds of staffs working at hospitals to narrow
differences among the divisions.
In addition, integrated education of job stress and emotional labors
to nursing students as curriculum of colleges and universities of
nursing be required to help them grow as core resources of medical
services.
The object of this study is to help to adopt the above policies, to
improve clinical nurses’ job satisfaction, to manage human resources in
medical system and moreover to provide qualified medical services to
patients.
Clinical nurses constitute about 45% of human resources of the
medical institutions and comprise 50∼70% of the hospital budget, their
duties being coupled directly with life and decisive in quality of
medical service.
Therefore, to apprehend their job stress and emotional labors and to
improve their job satisfaction is reasonable way of securing stable
nursing work force in medical fields. Furthermore, by way of making
nursing services better and providing patients with more qualified
medical services, we can enhance contributiveness of nursing services
at hospitals.






Subject words : Clinical nurse, job stress, emotional labor,
job satisfaction.

목차 (Table of Contents)

• 국문초록
• 제 1 장 서론
• 제 1 절 연구의 필요성 및 목적·············································1
• 1. 연구의 필요성·······························································1
• 2. 연구의 목적··································································3
• 제 2 절 연구의 내용 및 방법·················································5
• 1. 연구의 내용 ·································································5
• 2. 연구의 방법 ·································································6
• 제 2 장 이론적 고찰
• 제 1 절 간호사의 직업특성과 병원의 간호조직···························8
• 제 2 절 직무스트레스, 감정노동, 직무만족의 개념·····················10
• 1. 직무스트레스 ······························································10
• 2. 감정노동 ····································································16
• 3. 직무만족 ····································································28
• 제 3 절 직무스트레스, 감정노동, 직무만족도와의 관계················38
• 1. 직무스트레스에 관한 선행연구 ··········································38
• 2. 감정노동에 관한 선행연구 ··············································41
• 3. 직무만족에 관한 선행연구 ··············································46
• 4. 직무스트레스와 직무만족도의 관계 선행연구 ·························48
• 5. 감정노동과 직무만족도의 관계 선행연구 ······························50
• 제 3 장 연구설계 및 가설의 설정
• 제 1 절 연구모형의 설계 ··················································53
• 1. 연구설계 ····································································53
• 2. 연구가설 설정 ·····························································54
• 3. 연구모형 ····································································55
• 제 2 절 변수의 정의 및 연구도구 ·········································56
• 1. 독립변수 ····································································56
• 2. 종속변수 ··································································56
• 3. 통제변수 ··································································57
• 4. 연구도구 ··································································57
• 제 3 절 조사설계 ····························································59
• 1. 표본추출 및 분석방법 ····················································59
• 2. 설문지의 구성······························································59
• 제 4 장 분석결과 및 논의
• 제 1 절 기술통계분석 ·······················································61
• 제 2 절 단순 평균값 비교···················································65
• 제 3 절 집단 간 평균차이 분석 ···········································73
• 제 4 절 영향관계 분석 ······················································94
• 제 5 절 가설의 검증 ·························································99
• 제 6 절 분석결과 및 논의 ·················································101
• 제 5 장 결론
• 제 1 절 분석결과의 함의 및 시사점 ···································109
• 제 2 절 제언 ································································111
• 참고문헌
• 설문지
• Abstract