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首页> 外文期刊>Asian Nursing Research >Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses
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Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses

机译：韩国门诊护士个人特质，情绪智力，内部市场营销，服务管理和客户导向之间的关系

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Summary Purpose Current increase and complexity of medical tests and surgical procedures at outpatient department (OPD) require OPD nurses to have customer orientation focusing on various customers' interests and needs. The purpose of this study was to identify the factors associated with customer orientation in nurses working at OPD of hospitals. Methods The study used a descriptive correlational design with cross-sectional survey. The study settings were four general hospitals in Seoul and its metropolitan area. Data were collected from 138 OPD nurses from general hospitals. Study variables were personal traits, emotional intelligence, internal marketing, service management and customer orientation. Results Factors associated with customer orientation were identified as conscientiousness from personal traits (β?=?.37, p ??.001), emotional intelligence from individual characteristics (β?=?.21, p ?=?.032), and internal marketing from environmental characteristics (β?=?.21, p ?=?.001). Conclusions Hospital administrators should support OPD nurses to cultivate sincere and sociable personal traits and emotional intelligence, and to consider employees as internal customers to improve patient-oriented services and satisfaction.
机译：概述目的当前门诊（OPD）的医学检查和外科手术的增加和复杂性要求OPD护士以客户为中心，着重于各种客户的兴趣和需求。这项研究的目的是确定与医院OPD工作的护士的客户导向相关的因素。方法：本研究采用描述性相关设计和横断面调查。研究地点是首尔及其首都地区的四家综合医院。数据来自综合医院的138名OPD护士。研究变量是个人特征，情商，内部营销，服务管理和客户导向。结果与客户导向相关的因素从个人特征中识别为尽职调查（β==。37，p = <0.001.001），从个人特征中获得情绪智力（β==。21，p == .032），以及从环境特征出发的内部营销（β？= ?. 21，p？= ?. 001）。结论医院管理人员应支持OPD护士培养真诚和社交的个人特征和情商，并考虑将员工视为内部客户，以改善面向患者的服务和满意度。

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