ArticleSafety and health at work2018
Effect of Nurses' Emotional Labor on Customer Orientation and Service Delivery: The Mediating Effects of Work Engagement and Burnout.
Article in Safety and health at work, 2018. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 17 papers.
What it found
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
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Who cites it
17 citing papers in PubMed.
- Effects of Smartphone-Based Stress Management on Improving Work Engagement Among Nurses in Vietnam: Secondary Analysis of a Three-Arm Randomized Controlled Trial.Journal of medical Internet research · 2021Trial
- Illegitimate Tasks and Nurses' Workplace Well-Being: The Mediating Role of Emotional Exhaustion and the Moderating Role of Victim Justice Sensitivity.Healthcare (Basel, Switzerland) · 2026Article
- A nursing perspective on human-AI collaboration in personalized breast cancer care pathways.Frontiers in oncology · 2026Article
- Patterns and Predictors of Self-Regulatory Fatigue Among Intensive Care Unit Nurses: A Person-Centered Latent Profile Analysis.Journal of nursing management · 2026Article
- Effects of interventions aimed at improving nurses' work engagement in the workplace: a systematic review and meta-analysis protocol.BMJ open · 2025Article
- Job Satisfaction as a Predictor of Emotional Labor Among Nurses: A Cross-Sectional Study.Journal of nursing management · 2025Article
- The Level and Outcomes of Emotional Labor in Nurses: A Scoping Review.Journal of nursing management · 2024Article
- Effect of compassion fatigue on emotional labor in female nurses: Moderating effect of self-compassion.PloS one · 2024Article
- Constructing Discrimination Rights: Comparisons Among Staff in Long-Term Care Health Facilities.The Gerontologist · 2023Article
- Emotional Labor and Burnout of Public Health Nurses during the COVID-19 Pandemic: Mediating Effects of Perceived Health Status and Perceived Organizational Support.International journal of environmental research and public health · 2022Article
- Anxiolytic and Antidepressant Use and Burnout: Optimism as a Mediator in Spanish Nurses.Journal of clinical medicine · 2021Article
- Empathy, Affect and Personality as Predictors of Engagement in Nursing Professionals.International journal of environmental research and public health · 2021Article
- Emotional Intelligence and Perceived Health Related to Expressed Compassion Fatigue: A Study in Health Sector at Regional Level.Frontiers in psychology · 2021Article
- The Effect of Emotional Labor on Presenteeism of Chinese Nurses in Tertiary-Level Hospitals: The Mediating Role of Job Burnout.Frontiers in public health · 2021Article
- The Mediating Role of Organizational Commitment on the Relationship Between Emotional Labor and Work Engagement of Teachers.Frontiers in psychology · 2021Article
- Emotional Intelligence Components as Predictors of Engagement in Nursing Professionals by Sex.Healthcare (Basel, Switzerland) · 2020Article
- Occupational Factors Associated with Health-Related Quality of Life in Nursing Professionals: A Multi-Centre Study.International journal of environmental research and public health · 2020Article
Corrections and comments
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Authors and funding
3 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundThe emotional labor performed by organization members affects psychological well-being at the individual level, which consequently affects results at the organizational level. Moreover, despite evidence that the customer orientation and service level of nurses greatly affect hospital management, studies that comprehensively analyze emotional labor, work burnout, and work engagement related to customer orientation and service level are lacking. This study investigated relationships and paths by designing a model of the effect of emotional labor performed by nurses on the level of service delivery and customer orientation.
methodsThis survey-based study was based on a path analysis designed to verify a hypothesized model involving emotional labor performed by nurses, level of service delivery, customer orientation, work engagement, and burnout. Questionnaires were distributed to 378 nurses in general hospitals with more than 500 beds located in Seoul, Republic of Korea, between March 25 and April 8, 2013.
resultsThe results showed that deep acting and work engagement had direct and indirect effects on increasing the level of service delivery and customer orientation of nurses. However, surface acting had an indirect effect on reducing the level of service delivery and customer orientation.
conclusionIt would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce surface acting and work burnout in clinical nursing settings.
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Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.