ABSTRACT

Increasing demands and expectations of medical services, researchers investigated how job stresses, and self-resilience are related to stress responses and quality of service of hospital employees. The participants were 253 employees who were employed at a short-term general hospital, whose ages ranged from 22 to 58. The psychological tests used in this research included the following: Karasek's Job Content Questionnaire, ego resilience items from CPI, Stress Response Inventory, and SERVQUAL scale. Results indicated that the medical professions felt high demand implying the need to work than the non-medical professions among hospital employees. Job stresses of hospital employees were positively correlated to stress responses, high demand of implying the need to work accounted about 16% variance of stress responses. Ego-resilience was closely related to stress reponses, and it showed approximately 33% additional accountability for stress responses with job stresses. Hierarchical regression analysis indicated that ego-resilience plays the role of moderator in the relation of the job stresses and stress responses of hospital employees. Lack of decision latitude and lack of supports from fellow worker were negatively correlated to quality of service of hospital employees, and ego-resilience accounted about 11% variance of quality of service among hospital employees. It was discussed roles of job stresses and ego-resilience in stress responses and quality of service among hospital employees with previous studies.

KEYWORD

hospital employees, job stresses, ego-resilience, stress response, quality of service

REFERENCES(58)open

  1. [jounal] 고경봉 / 2000 / 스트레스반응척도의 개발 / 신경정신의학 39 : 707 ~ 719

  2. [jounal] 김성천 / 2010 / 역할과부하 및 일-가정 갈등과 직무스트레스와의 관계: 시간 통제감을 매개변인으로 / 한국심리학회지: 건강 15 (1) : 35 ~ 49

  3. [jounal] 김유진 / 2009 / 일상생활스트레스와 자아탄력성이 아동의 부적응에 미치는 영향 / 한국가족관계학회지 14 (2) : 123 ~ 142

  4. [jounal] 김정기 / 2009 / 한국 대학생의 수면양상, 일주기성 유형 및 우울수준 간의 관계에 대한 예비연구 / 한국심리학회지: 건강 14 (3) : 617 ~ 632

  5. [thesis] 김중임 / 1992 / 교대근무 간호사의 circadian 유형에 따른 밤근무 전후의 피로도에 관한 연구

  6. [jounal] 박재산 / 2002 / 병원입원환자가 인지하는 의료서비스 질, 만족도, 서비스가치, 병원 재이용 의사간의 인과관계 분석 / 한국병원경영학회지 7 : 123 ~ 151

  7. [confproc] 박지혜 / 2005 / 대학생의 자아 탄력성과 행복감이 스트레스 지각에 미치는 영향 / 2005년 한국심리학회연차학술대회논문집 : 474 ~ 475

  8. [thesis] 박현진 / 1996 / 자아탄력성에 따른 지각된 스트레스, 대처 및 우울

  9. [book] 보건복지부 / 2001 / 2010 보건복지통계연감 / 보건복지부

  10. [jounal] 서경현 / 2006 / 고령화 사회에서 한국인의 건강과 삶의 질 / 한국심리학회지: 문화 및 사회문제 12 (특집) : 133 ~ 147

  11. [jounal] 서경현 / 2010 / 노인환자 요양보호사의 직무 스트레스원, 강인성 및 자아탄력성과 스트레스 반응 / 한국심리학회지: 건강 15 (2) : 309 ~ 326

  12. [thesis] 신현석 / 2005 / 장애인생활시설 생활재활교사의 임파워먼트가 서비스의 질에 미치는 영향

  13. [jounal] 우명이 / 2008 / 노인요양기관 종사자의 직무스트레스와 강인성이 신체건강과 정신건강에 미치는 영향 / 한국심리학회지: 건강 13 (1) : 91 ~ 109

  14. [jounal] 유성경 / 2004 / 가정의 위험요소와 적응의 관계에서 자아 탄력성, 애착, 실존적 영성의 매개 효과 검증 / 교육심리연구 18 (1) : 392 ~ 408

  15. [jounal] 이우천 / 1998 / 병원종사자의 직업성 스트레스에 관한 연구: 서울시내 500병상 이상 병원종사자를 중심으로 / 한국병원경영학회지 3 : 1 ~ 33

  16. [jounal] 임숙빈 / 2005 / 간호사의 성격 유형에 따른 직무 스트레스와 대처 방식 / 정신간호학회지 14 : 390 ~ 399

  17. [thesis] 장선옥 / 1995 / 치과기공사의 정신건강에 관한 연구

  18. [jounal] 정진주 / 2002 / 병원 근로자의 직무스트레스 현황과 요인분석 / 한국환경보건학회지 28 (3) : 72 ~ 76

  19. [jounal] 조현주 / 1999 / 의료서비스의 품질 및 고객만족 관련 변수들의 관계에 관한 실증적 연구 / 한국병원경영학회지 4 : 171 ~ 189

  20. [jounal] Benisheck, L. A. / 1997 / Critical evaluation of hardiness theory: Gender differences, perception of life events, and neuroticism / Work and Stress 11 : 33 ~ 45

  21. [book] Block, J. / 1961 / The Q-Sort Method in Personality Assessment and Psychiatric Research / C.C. Thomas

  22. [jounal] Block, J. / 1996 / IQ and ego resiliency / Journal of Personality and Social Psychology 70 : 346 ~ 361

  23. [book] Bradley, C. / 1978 / Stress in health, In Stress / University Park Press

  24. [book] Burns,T. / 1994 / From risk to resilience / Marco-Polo Press

  25. [jounal] Carver, C. S. / 1998 / Resilience and thriving: Issues, models and linkages / Journal of Social Issues 54 : 245 ~ 266

  26. [jounal] Cohen-Mansfield, J. / 1995 / Stress in nursing home staff: A review and a theoretical model / Journal of Applied Gerontology 14 : 444 ~ 466

  27. [book] Egeland, B. / 1992 / A longitudinal study of the effects of maternal stress and protective factors on the development of high risk children, In Life-span perspectives on stress and coping / John Wiley

  28. [jounal] Fauth, E. / 2008 / Stress and well-being in a caregiving population: Prediction resilience in family caregiver / The Gerontologist 40 : 680

  29. [book] French, J. R. P. / 1974 / Adjustment as a Person-Environment Fit, Coping and Adaptation / Basic Book

  30. [jounal] Garmezy,N. / 1974 / Children at risk: The search for antecedents to schizophrenia. Part I: Conceptual models and research methods / schizophrenia Bulletin 8 : 14 ~ 90

  31. [jounal] Hiscott, R. / 1990 / The health and well-being of mental health professionals / Canadian Journal of Public Health 81 : 422 ~ 426

  32. [jounal] Howard, S. / 1999 / Tracking student resilience / Children Australia 24 : 14 ~ 23

  33. [jounal] Hughes, D. / 1994 / Work experience and material interactions: Elaborating the complexity of work / Journal of Organizational Behavior 15 : 423 ~ 438

  34. [jounal] Hunter, A. J. / 1999 / Adolescent resilience / The Journal of Nursing Scholarship 31 : 243 ~ 247

  35. [jounal] Johnson J. V. / 1996 / Conceptual and methodological development in occupational stress research: an introduction to state of the art reviews / International. Journal of Occupational Health Psychology 1 : 6 ~ 18

  36. [other] Karasek R. A. / 1985 / Job Content Questionnaire and User's Guide (Revision 1.1)

  37. [book] Karasek R. A. / 1990 / Healthy work: Stress, productivity and the reconstruction of working life / Basic Books

  38. [jounal] Klag, S. / 2004 / The role of hardiness in stress and illness: An exploration of the effect of negative affectivity and gender / British Journal of Health Psychology 9 : 137 ~ 161

  39. [jounal] Klohnen, E. C. / 1996 / Conceptual analysis and measurement of the construct of ego-resiliency / Journal of Personality and Social Psychology 70 : 1067 ~ 1079

  40. [jounal] Kobasa S. C. O. / 1983 / Personality and social resources in stress resistance / Journal of Personality & Social Psychology 45 : 839 ~ 850

  41. [book] Luthar, S. / 1997 / Developmental psychopathology perspectives on adjustments, risk, disorder / Cambridge University Press

  42. [book] omirsky, S. / 2008 / Boosting happiness, buttressing resilience: Results from cognitive and behavioral interventions, In Handbook of adult resilience: Concepts, methods, and applications / Guilford Press

  43. [jounal] Mackenzie, C. S. / 2003 / Measuring and enhancing self-efficacy among professional caregivers of individuals with dementia / American Journal of Alzheimer's Disease and Other Dementias 18 : 291 ~ 298

  44. [jounal] Masten, A. S. / 1990 / Resilience and development: Contributions from the study of children who overcome adversity / Development & Psychopathology 2 : 425 ~ 444

  45. [book] Muldray, T. / 1983 / Burnout and Health Professionals: Manifestations and Management / Applrton Century Crofts

  46. [book] OECD / 2003 / OECD Health Data, 3rd edition

  47. [jounal] Ong, A. D. / 2006 / Psychological resilience, positive emotions, and successful adaptation to stress in later life / Journal of Personality and Social Psychology 91 : 730 ~ 749

  48. [jounal] Parasuraman, A. / 1988 / SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality / Journal of Retailing 64 : 12 ~ 40

  49. [jounal] Parasuraman, A. / 1985 / Conceptual model of service quality and its implications for future research / Journal of Marketing 49 : 41 ~ 50

  50. [jounal] Reidenbach, R. E. / 1990 / Exploring perceptions of hospital operations by a modified SERVQUAL approach / Journal of Health Care Marketing 10 : 47 ~ 55

  51. [jounal] Schaefer, J. A. / 1996 / Effects of work stressors and work climate on longterm care staff's job morale and functioning / Research in Nursing and Health 19 : 63 ~ 73

  52. [jounal] Schuler, R. S. / 1980 / Definition and conception of stress in organization / Organizational Behavior and Human Performance 25 : 184 ~ 215

  53. [jounal] Shaw, J. / 1983 / Predicting job stress using data from the position analysis questionnaire / Journal of Applied Psychology 68 : 253 ~ 261

  54. [jounal] Siegrist, J. / 1995 / Emotions and Health in occupational life / Patient Education of Counsel 25 : 227 ~ 236

  55. [jounal] Topf, M. / 1989 / Personality hardiness, occupational stress, and burnout in critical care nurses / Research in Nursing and Health 12 : 179 ~ 186

  56. [jounal] Tugade, M. M. / 2004 / Psychological resilience and positive emotional granularity: Examining the benefits of positive emotions on coping and health / Journal of Personality 72 : 1161 ~ 1190

  57. [jounal] William, J. / 1993 / A critical incident stress debriefing program for hospital-based health care personnel / Health and Social Work 182 : 149 ~ 156

  58. [jounal] Wolfgang, A. / 1988 / Job stress in the health professionals: A study of physicians, nurses, and pharmacists / Behavioral Medicine 14 : 43 ~ 47