Effects of Nurses' Self-leadership and Organizational Culture on Customer Orientation: Focused on the Mediating Effect of Emotional Labor

This study aims to investigate the casual relationship among nurses' self-leadership, organizational culture, and emotional labor. A survey was conducted on 440 nurses working for general hospitals in South Korea from November 22 through December 15, 2012, and this study analyzed the data from the questionnaire with SPSS Windows 18.0 and AMOS 16.0. First, selfleadership had a direct effect on the increase in surface acting, and organizational culture had a direct effect on the decrease in surface acting. Second, self-leadership and organizational culture had a direct effect on the increase in deep acting. Third, self-leadership and deep acting had a direct effect on the increase in customer orientation, and organizational culture, with emotional labor as a mediator, had an indirect effect on customer orientation. It has important implications in that it suggests a customer orientation prediction model that hospital managers can use as baseline data for nursing human resource management.