护士的情绪劳动：表层扮演和深层扮演的中介效应

目的 探讨护士的表层扮演和深层扮演这两种不同类型的情绪劳动是否在社会压力（与服务对象相关的）和护士的情绪耗竭间发挥着中介效应.方法 采用问卷调查和结构方程模型统计处理的方法.结果 病人不切实际的期望与护士的表层扮演、护士的深层扮演均呈正相关,病人的言语侵犯到护士的情绪耗竭的路径系数显著,护士的表层扮演到护士的情绪耗竭的路径系数显著,护士的表层扮演在病人不切实际的期望和护士的情绪耗竭间的中介效应显著.结论 护士的表层扮演和深层扮演的作用机制是不同的,护士的表层扮演在社会压力和护士的情绪耗竭间发挥着中介效应,而深层扮演则没有这样的中介效应.所以,医院应投入更多的资源和精力去对护士们进行深层扮演的培训,使他们能够更好地运用这种情绪劳动方式,以减少情绪资源的耗费。

Nurses Emotional Labor：The Mediating Role of Surface Aacting and Deep Acting

Objective：To explore the role of surface acting and deep acting in mediating the relat]onstup between pa- tient-related social stress and nurses emotional exhaustion. Methods：Data were analyzed using structural equation model- ing. Results：The disproportionate patient expectation and patient verbal aggressi0n,were positively related to nurses emo- tional exhaustion, and that surface acting fully mediated the relationship between disproportionate patient expectation and emotional exhaustion. OoncIosions： The nurse＇s surface plays and deep plays the role of the mechanism is different, the surface layer of nurses play in social pressure and nurses play an intermediary effect between emotional exhaustion, while deep play no such intermediary effect. So, the hospital should invest more resources and energy to deep play in training of nurses, so they can better use the means of this kind of emotional labor, in order to reduce cost of emotional resources.