Purpose: The purpose of this study was to identify the levels of customer orientation in nurses whose work experience was between 1 and 5 years and to examine factors associated with customer orientation and nursing productivity. Methods: For this descriptive correlational study, nurses (N=164) were recruited from a University Hospital in B city, from November 1 to 23, 2012. Questionnaires included measures of customer orientation, nursing productivity, organizational commitment, job stress,

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... turnover intention. Data were analysed with the SPSS/WIN 18.0 program using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient, and stepwise multiple regression. Results: The mean age of participants was 25 years, 96% were single, and 54.9% had a bachelor degree. Organizational commitment (β=.387) and job stress (β=.280) significantly explained the variance in customer orientation (R 2 =15.8). Customer orientation (β=.479), education level (β=.196), and turnover intention (β=-.184) significantly explained the variance in nursing productivity (R 2 =35.3). Customer orientation was the most important factor in explaining the variance in the nursing productivity. Conclusion: This study highlighted the relationship between customer orientation and nursing productivity. Improving the customer orientation could result in increasing nursing productivity. Future managerial intervention to improve customer orientation is warranted. This is an open access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/ by-nc/3.0), which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited. 서 론 1. 연구의 필요성 대상자와 직접 상호작용 하는 간호사는 환자 중심 의료서 비스가 중요시되고 있는 현대병원조직에서 질적 의료서비스 향상에 중요한 인적자원으로, 환자중심 질적 의료서비스를 추구하는 병원경영자들은 환자에게 제공되는 간호의 질적인 면을 주요한 병원 경쟁력으로 고려하며[1], 간호사의 고객지 향성에 대한 관심이 증가하고 있다[2]. 고객지향성이 높은 병 원직원은 높은 수준의 의료서비스를 제공하는 경향이 있으며 [3], 직원의 고객지향성이 높을수록, 의료수익 성장률, 시장점 유율, 병원의 외래 환자 및 입원 환자의 수, 전반적인 경영성 과 등이 향상되므로[4], 병원의 경영성과를 높이고 경쟁력을 확보하기 위해서 직원의 고객지향성은 매우 중요하다. 반면, 간호사의 고객지향성과 간호업무생산성 간의 직접적 관련성 ⓒ 2014 Korean Academy of Nursing Administration