English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 111316/142225 (78%)
Visitors : 48375784      Online Users : 901
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version
    政大機構典藏 > 學術期刊 > 第三部門 > 期刊論文 >  Item 140.119/128517


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/128517


    Title: 服務導向型組織公民行為之探索性研究
    The Exploratory Study of Service-oriented Organizational Citizenship Behavior
    Authors: 吳肇展
    林容君
    Contributors: 第三部門
    Keywords: 非營利組織;服務導向型組織公民行為;專職人員;社會工作者;non-profit organizations;service-oriented organizational citizenship behavior;staffs;social workers
    Date: 2010-03
    Issue Date: 2020-02-05 14:39:47 (UTC+8)
    Abstract: 組織公民行為（organizational citizenship behavior, OCB）是指員工自發性的行為，該行為不受工作契約所限制，可以有效地促進組織的績效。組織公民行為發展至今已二十餘年，學者們將研究擴展至顧客服務領域，定義出服務導向型組織公民行為（service-oriented organizational citizenship behaviors），這是組織公民行為之延伸，意指第一線服務人員與顧客接觸時所提供的服務，及其所表現的熱誠、盡責等態度，進而滿足顧客所需之組織公民行為。近幾年來，臺灣的非營利組織蓬勃發展，非營利組織專職人員以提供服務為主要工作，若其能表現出服務導向型的組織公民行為，便能有效地提升組織的績效和服務品質。本研究旨在探討非營利組織專職人員服務導向型組織公民行為之理論與實務，首先，運用文獻分析法探索非營利組織專職人員服務導向型組織公民行為之理論意涵；接著，再針對財團法人臺灣兒童暨家庭扶助基金會專職社工進行深度訪談，根據訪談內容進行分析，歸納出服務導向型組織公民行為在非營利組織管理與實務之應用。最後，針對非營利組織如何提升專職人員服務導向型組織公民行為之措施提出具體建議。
    Organizational citizenship behavior (OCB) is defined as the spontaneous behavior of the employee that contributes to organizational performance, but that is not formally specified as an aspect of the job. OCB has been developed more than 20 years. The scholars expanded it to the field of customer service and defined as service-oriented organizational citizenship behavior. It`s the extension of OCB, and means that customer-contact employees engage in enthusiasm and responsible behaviors to satisfy customers. The non-profit organizations (NPOs) have developed quickly in recent years in Taiwan. The provision of service is the main task of the staffs who work in NPOs. Service-oriented organizational citizenship behaviors that are performed by the staffs are helpful to improve the performance and service quality of NPOs effectively. The purpose of this study is to explore the theory and practice regarding service-oriented organizational citizenship behaviors of non-profit organizational staffs. First, this study employs the documentary analysis to explore the theoretical implications of these behaviors from non-profit organizational staffs. Next, social workers who work in Taiwan Fund for Children and Families (T.F.C.F.) are interviewed in this study. Through the in-depth interviews, the managerial and practical applications of service-oriented organizational citizenship behaviors of non-profit organizational staffs are generalized. Finally, this study provides specific practices and suggests regarding the promotion of service-oriented organizational citizenship behaviors of non-profit organizational staffs.
    Relation: 第三部門, 13, 69-89
    Data Type: article
    Appears in Collections:[第三部門] 期刊論文

    Files in This Item:

    File Description SizeFormat
    index.html0KbHTML2805View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback