THE EFFECT OF ANGER LEVEL AND EXPRESSION STYLE OF EXECUTIVE NURSES ON SERVICE QUALITY

Abstract

As a result of nurses not recognizing their anger and not using the energy associated with anger in a healthy way, the efficiency and quality of the institution are negatively affected both by their health and their efficiency in the institution. For this reason, it is thought that it is important to learn the attitudes of nurse managers regarding anger and expression of anger while investigating the quality of the health service provided by the institution, the success of the institution, the safety of the institution, its own health and performance. In the study conducted with the participation of 224 executive nurses; As a result of the correlation analysis; There was a negative (reducing) significant relationship with the Trait Anger Dimension and service quality in health at a rate of 6.4%, a significant positive relationship (increasing) with the Controlled Anger Sub-dimension and service quality in health at a rate of 35.3%, a significant relationship with the Expressed Anger Sub-Dimension and a health service quality at a rate of 35.3%. It was determined that there was a negative (reducing) significant relationship with the service quality of 8.8% and a negative (reducing) significant relationship with the anger-in sub-dimension and service quality in health care at a rate of 9.8%. According to the results of the regression analysis, trait anger and service quality in health were negatively significantly related, anger under control and service quality in health were positively and significantly correlated, Expressive anger and service quality in health were negatively significantly correlated, and lastly, anger-in and service quality in health were negatively correlated. A significant correlation was found.