Abstract
A study on the nurses' role in information intervention between patients and doctors was carried out in the medical field as it is often done in the service industry. Information quality has largely been studied in the service industry but not so much in the medical field. It is crucial that nurses reduce the gap between assumption context and actual context to correctly transmit information as well as the intent of the message from patients to doctors. This is especially critical in emergency situations. In this dissertation, the research identified that nurses' emotional labor determines the accuracy of medical information as well as the contextual information transmitted from patients to doctors. When nurses efficiently apply emotional rules on their emotional labor, the information gap is eliminated and quality of information necessary for rapid treatment and diagnosis is enhanced.
