Emotion-Focused Human Resource Management and Compassionate Care Behavior: Integrating Emotion Regulation Theory With Public Service Motivation Theory

Aim

To examine the impact of emotion-focused human resource management (EFHRM) on compassionate care behavior (CCB) among nursing staff, and to explore the mediating role of emotional labor and the moderating effect of public service motivation.

Background

CCB—nurses’ empathetic and patient-centered actions that meet patients’ emotional and physical needs—is essential for high-quality nursing care. However, its organizational antecedents remain underexplored.

Methods

A cross-sectional survey was conducted among 272 nurses in hospital settings. EFHRM was assessed as a set of HR practices aimed at recognizing, supporting, and regulating employees’ emotional needs and interpersonal sensitivities. Structural equation modeling was used to test the hypothesized relationships.

Results

EFHRM has a significant and positive effect on nurses’ CCB. Emotional labor partially mediated this relationship, indicating that HR practices addressing emotional needs enhance CCB by promoting emotionally engaged work. Moreover, public service motivation significantly moderated the mediation effect: nurses with higher levels of public service motivation were more likely to translate emotional labor into CCB. These results underscore both the psychological mechanisms and contextual factors that influence compassionate care delivery.

Conclusions

The findings highlight the importance of EFHRM practices that are sensitive to the emotional dynamics of caregiving. EFHRM not only facilitates the emotional conditions necessary for CCB but also interacts with intrinsic motivational traits to enhance care quality. Understanding these processes offers valuable insights for healthcare organizations aiming to promote sustained, patient-centered care.

Implications for Nursing Management

Organizations should adopt EFHRM strategies to create supportive emotional climates and cultivate compassionate care. Attention to both emotional labor and public service motivation can strengthen workforce resilience and patient outcomes in demanding care environments.