Social model of emotional labour and client satisfaction: exploring inter- and intrapersonal characteristics of the client−provider encounter

Trust, affect, and choice in parents' vaccination decision-making and health-care provider selection in Switzerland

This article examines the relationships between biomedicine, complementary and alternative medicine (CAM) and parents' vaccination decision-making in Switzerland. Our empirical evidence sheds light on an understudied phenomenon-parents switching from one doctor to another provider (often one offering CAM services) around issues that arise during vaccination consultations. This is important to understand since CAM is used by 25%-50% of the Swiss population and is integrated into the Swiss health-care system when offered by biomedically trained medical doctors with additional CAM training. Qualitative data gathered from in-depth semi-structured interviews with parents (N = 30) and ethnographic observations of vaccination consultations (N = 16 biomedical consultations, N = 18 CAM consultations) demonstrate how there was not always a clear-cut, direct relationship between (non)vaccination and parents' use of CAM and/or biomedicine. Borrowing from Hirschman (Exit, voice, and loyalty: Responses to decline in firms, organizations, and states, Harvard Univ. Press, 1970), we frame our analysis by using the concepts of exit, voice and loyalty to describe parents' provider selection and vaccination decision-making process, although only four families in the sample described switching solely because of vaccination-related issues. Findings add to vaccine decision-making literature by describing and analysing the underdiscussed provider-switching phenomenon and by demonstrating the importance of parents' experiences of trust, affect and choice in vaccination consultations as they pursue the best health outcomes for their children.

Anger Suppression and Rumination Sequentially Mediates the Effect of Emotional Labor in Korean Nurses

The degree of emotional labor in nurses has been associated with negative physical and psychological health indices. The purpose of this study was to examine the relationship between emotional labor and depressive and anxiety symptoms in nurses. Specifically, the study addressed the question of whether anger suppression and anger rumination sequentially mediated the relationship. A total of 99 nurses was recruited from a university hospital in Korea. The questionnaires included instruments assessing emotional labor, anger suppression, anger rumination, as well as depressive and anxiety symptoms. Consistent with our hypothesis, there was a significant indirect effect of anger suppression and anger rumination on the relationship between emotional labor and depressive symptoms, as well as on the relationship between emotional labor and anxiety symptoms. The nurses’ degree of emotional labor, anger suppression, and anger rumination was associated with psychological adjustment. Thus, the impact of nurses’ negative affect needs to be adequately addressed, as inadequate resolution of anger may increase their vulnerability to experience depressive and anxiety symptoms. These findings may contribute to developing a strategy for enhancing nurses’ psychological health.