2021 Volume 10 Issue 1 Pages 117-123
The purpose of this paper is to consider how nursing-care workers interact with users to create value for nursing-care services in terms of trust dynamics. Improving the quality of their services provided by nursing-care workers to users is a management issue. Service management notes that the value of the services improves through the interaction between service providers and users. If this discussion is emphasized, it will be important for nursing-care services to involve users in the service implementation processes. In this study, I used videos to observe how nursing-care workers who provide services to users who live in nursing care facility. There are six cases. In these cases, I qualitatively compared and analyzed how nursing-care workers with abundant care experiences and not abundant to users. I analyzed the behaviors, conversations and facial expressions of nursing-care workers and users. Nursing-care workers with abundant care experiences had little support for users, but they were willing to move on their own. This can be as a result of building trust. On the other hand, nursing-care workers who had little experience in nursing-care were excessively involved with their users, and the users were exhausted. This type of involvement may not create service value.
