分享一篇有点负面的主题：护士的服务破坏行为。（调节效应-SCI文献解读）

# 写在前

昨天我们分享了一篇笔记典型的中介、调节效应文献，大家可以点击再次查看一下：分享一篇非常典型的中介、调节效应的文献！一定要好好看！(用到的几个理论？) 其中，给我们提示比较多的是：文献的逻辑和其中提到的理论框架。

今天再给大家分享一篇有点负面的主题：护士的服务破坏行为。可以简单理解为：在护理工作中，护士由于受到患者及其家属的不公平对待或欺凌，而产生的一种“报复性为”。（当然，这个主题，如果是我们国内学者去做的话，可能会存在一定的争议，毕竟负面的东西尽力不要碰。但是国内其他服务行业中做此类研究的文献还是比较多的。）

（之前在朋友圈我就看到过有护士长骂患者的动态。毕竟都是人，谁还没有点情绪，所以，采用何种情绪调节策略，这个方向的主题我们还是可以去尝试做很多工作。）

Goussinsky R . The moderating role of rumination and social sharing in the relationship between mistreatment and service sabotage and depersonalization: A cross-sectional study of hospital nurses[J]. International Journal of Nursing Studies, 2020, 110(3):103705.

反刍和社会分享在虐待、服务破坏行为和人格解体之间的调节作用

Abstract 摘要

Background Research has consistently shown that service sabotage is most often an act of retaliation motivated by customer mistreatment. To date, however, service sabotage has seldom been studied among nurses.

研究背景：服务破坏是指由于遭受欺凌或不公平对待而引发的一种行为。在护理中的破坏行为的研究相对较少。

Objectives To examine the impact of mistreatment by patients and relatives on service sabotage and depersonalization among nurses and explore the moderating role of two emotion-regulation strategies, rumination and social sharing, in the relationships between mistreatment and both outcomes.

研究目的：本研究旨在探讨患者及其家属对护士的欺凌或不公平对待对于护士服务破坏和人格解体的影响；并探讨两种情绪调节策略（反刍和社会分享）在欺凌和服务破坏、人格解体中的调节作用。

Design and methods A cross-sectional design was used to collect data from nurses working in a mid-size general hospital in Northern Israel. The sample consisted of 217 nurses. Data were collected using self-reported anonymous questionnaires and analyzed using hierarchical multiple regression.

研究方法：横断面研究设计。数据来自以色列的217名护士。

其中，用到的工具有：

①　欺凌量表

②　情绪调节策略量表

③　服务破坏量表（Service sabotage）：见参考文献[1]李新霞. 餐饮业员工情绪劳动、组织承诺对服务破坏的影响[D].河南大学,2008.（服务破坏是最早在服务行业中进行研究，其中破坏行为是指服务型组织成员故意对服务造成负面影响的那些行为。）

④　人格解体量表（或去人格化量表）

Results More than a quarter of the nurses surveyed reported frequent exposure to mistreatment by patients or relatives, and 26.4% reported engaging in sabotage acts occasionally or often. Findings demonstrated that both social sharing and rumination were strategies that were frequently employed following mistreatment. Mistreatment and rumination significantly predicted both service sabotage and depersonalization. The results further revealed that rumination exacerbated the effect of mistreatment on service sabotage and that social sharing increased the impact of mistreatment on depersonalization. Rumination also moderated the relationship between social sharing and service sabotage, such that social sharing was positively associated with service sabotage only among nurses who tended to ruminate more frequently.

研究结果：（1）超过四分之一的护士报告称经常受到患者及其家属的欺凌；且有2%的护士报告称偶尔或经常表现出破坏行为。（2）结果表明，社会分享和反刍是在经历欺凌后经常使用的情绪调节策略。（3）社会分享和反刍可以显著预测服务破坏行为和人格解体。（4）反刍加剧了欺凌对于服务破坏行为的影响；而社会分享则增加了欺凌对人格解体的影响。同时，反刍也调节了社会分享和服务破坏行为之间的关系。（5）在反刍类型护士群体中，社会分享与服务破坏行为呈正相关。

Conclusions This study contributes to the existing literature by pointing out that when encountering aggressive patients, nurses may engage in revenge seeking behavior in the form of service sabotage, and that not only rumination but also social sharing may intensify the negative effects of mistreatment. Social sharing can become an especially maladaptive coping strategy for individuals who tend to engage in high levels of rumination. The present findings underscore the necessity to further explore the moderating role of emotion regulation strategies in the relationship between mistreatment and work outcomes, and to clarify the conditions under which nurses might tend to engage in acts of sabotage directed at patients.

研究结论：本研究指出，护士在遇到有攻击性的病人时，可能会以服务破坏的形式进行报复行为。反刍和社会分享可能加剧欺凌的负面影响。对于那些倾向于高水平反刍的护士来说，社会分享可能成为一种特别不适应的应对策略。目前的研究结果强调有必要进一步探讨情绪调节策略在虐待与工作结果之间的调节作用，并阐明护士可能倾向于从事针对病人的破坏行为的条件。