Date of Conferral

8-24-2026

Date of Award

August 2026

Degree

Ph.D.

School

Nursing

Advisor

Elizabeth Diener

Abstract

Nurses play a central role in shaping patient experiences through clinical care and relational service behaviors. However, little is known about registered nurses’ perceptions and experiences of relational service behaviors in contemporary health care settings. The purpose of this interpretive description qualitative study was to explore registered nurses’ perceptions and experiences of relational service behaviors and their role in promoting patient-centered care. Herzberg’s two-factor theory provided the conceptual framework for examining how intrinsic motivators and extrinsic workplace factors influence relational engagement. Semistructured interviews were conducted with 11 registered nurses from diverse clinical practice settings. Interview data were analyzed using Braun and Clarke’s thematic analysis approach. Five themes emerged: the importance of seeing the person beyond the diagnosis; the development of trust through communication; empathy, validation, and emotional presence; advocacy as relational nursing practice; and the influence of organizational conditions on relational care. Participants described relational service behaviors as fundamental to nursing practice and patient-centered care, supporting trust, dignity, engagement, and advocacy. Staffing levels, workload demands, leadership support, and organizational culture were identified as key influences on nurses’ ability to provide consistent relational care. Empathy, validation, listening, and presence were identified as recurring relational processes. The findings may support positive social change by informing nursing education, leadership practices, and organizational strategies that strengthen relational care and promote more humanized healthcare environments.

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