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치과위생사가 경험하는 무례가 조직성과에 미치는 영향에 대한 감정소진의 매개효과

Impact of incivility experienced by dental hygienists on organizational achievement -as a mediating effect of emotional exhaustion

대한구강보건학회지 2019년 43권 3호 p.163 ~ 169
조문미 ( Cho Mun-Mi ) - 동의대학교 대학원 보건의과학과

김진범 ( Kim Jin-Bom ) - 부산대학교 치의학전문대학원 예방과사회치의학교실
권현숙 ( Kwun Hyeon-Sook ) - 마산대학교 치위생과
강창완 ( Kang Chang-Wan ) - 동의대학교 생산정보기술공학
이민경 ( Lee Min-Kyung ) - 동의대학교 치위생학과
윤정원 ( Yun Jung-Won ) - 동의대학교 대학원 보건의과학과
정호진 ( Jung Ho-Jin ) - 동의대학교 대학원 보건의과학과
이정화 ( Lee Jung-Hwa ) - 동의대학교 대학원 보건의과학과


Objectives: Workplace incivility is experienced by dental hygienists, who perform a variety of tasks and roles in dentistry. Therefore, to enhance the performance of dental and medical institutions, it is necessary to identify dental hygienists experiencing incivility that affects the organizational performance.

Methods: Over a two-month period from May 1 to June 30, 2015, dental hygienists from 30 dental and medical institutions in Busan, the North and South Gyeongsang Provinces, Daegu, Seoul, and the Gyeonggi Province were convenience sampled. Data, from a total of 344 participants, were analyzed using the SPSS and AMOS statistical analysis software.

Results: Emotional exhaustion had a partial mediating effect on the relationship between patient incivility and job performance, a full mediating effect in relation to job satisfaction, and a partial mediating effect on the association with turnover intention. Meanwhile, emotional exhaustion had a full mediating effect on the relationships between superior incivility and job performance, as well as turnover intention, while a partial mediating effect in relation to job satisfaction.

Conclusions: An in-depth review of interventions that can enable a mutually respectful working environment, and promote a healthy culture among dental hygienists in dental and medical institutions is needed.


Dental hygienist; Emotional exhaustion; Organizational performance; Rudeness
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