The Study To The Affecting Factors And Their Relativities Of Nurses’ Service Behavior

ObjectivesTo investigate the status of nurses’ service behavior, perception of ethical climate,nursing professional values and motivation and explore the correlations among themso as provide the reference basis for the managership of the hospital to raise the levelof nurses’ service behavior, to improve and perfect the human resources managementof nursing.MethodsA total of598nurses in two hospitals of Hengyang municipality were recruited byconvenience sampling method, and investigated with the Service Behavior Scale,Ethical Climate Questionnaire, Nursing Professional Values Scale-R(NPVS-R) andMotivation Scale. The data of questionnaires were analyzed by SPSS17.0.Results1. The mean score of nurses’ service behavior was3.64±0.34, being over middle level,among them the score of in-role service behavior was the highest(4.08±0.39), whilethe score of extra-role service behavior was the lowest(2.91±0.50); The mean scoreof nurses’ perception of ethical climate was3.34±0.24, being over middle level,among them the score of laws and codes was the highest4.18±0.38, while the score ofinstrumental was the lowest2.55±0.61; The mean score of nursing professional valueswas3.36±0.45, being over middle level, among them the mean score of faithfulneswas the highest3.43±0.50, while the score of behaviorism was the lowest3.10±0.58;The mean score of motivation was3.12±0.44, being over middle level, among themthe mean score of intrinsic motivation was the highest3.48±0.43, while the score ofextrinsic motivation was the lowest2.92±0.56.2. The scores of nurses’ service behavior were significant differences in the maritalstatus, tenure, educational level, post, position, work unit, human relations and totalmonthly income(P<0.05); The scores of nurses’ perception of ethical climate weresignificant differences in the age, tenure, educational level, post, position, humanrelations and total monthly income(P<0.05); The scores of nursing professional values were significant differences in the age, tenure, post, position, human relations, andtotal monthly income(P<0.05); The scores of nursing motivation were significantdifferences in the age, marital status, tenure, position, human relations, work unit andtotal monthly income(P<0.05).3.There were negative correlation between the instrumental and service behavior, butothers were positive correlation; There is no notable correlation between theinstrumental and the nursing professional values, but others were positive correlation;There is no notable correlation between the instrumental and the motivation, butothers were positive correlation; There were positive correlation between the nursingprofessional values and service behavior; There were positive correlation between themotivation and service behavior.4.The nurses’ perception of ethical climate could forecast47.6%of the variance fornurses’ service behavior.Conclusion1.The nurses’ service behavior, perception of ethical climate, professional values andmotivation were slightly higher than the medium level.2.The laws and codes, caring, independence, behaviorism, faithfulnes, intrinsicmotivation and extrinsic motivation influence nurses’ service behavior.3.The nurses’ professional values and motivation can mediate partly the relationshipbetween nurses’ perception of ethical climate and service behavior.