臨時人員個人特質、工作動機、教育訓練及服務品質之探討－以國立科學工藝博物館為例

Discussion on the Personal Characteristics, Work Motivation, Educational Training and Service Quality of Temporary Staff - A Case Study of National Science and Technology Museum

王裕宏(Yu-Hung Wang) ； 張翔筑(Hsiang-Chu Chang) ； 郭世文(Shih-Wen Ku) ； 張美珍(Mei-Chen Chang)

《科技博物》 22卷3期 (2018/09) Pp. 29-57

摘要

我國打工風氣日漸普遍，臨時人員在工作場域中的服務品質也受到重視，在過去的研究中，臨時工的個人特質、工作動機，甚至其受到的教育訓練內容、形式、時間長短等，皆被認為與服務品質有關。本研究以在科學博物館展示廳服務之臨時工為例，透過質性研究方式，探究其臨時人員個人特質、工作動機、教育訓練及服務品質等四個構面之間的相互關係。研究結果發現，博物館臨時人員大多表現出喜歡接觸人群的特徵，以及在工作上有較多對於夥伴的利他行為表現，而在工作動機方面，參與工作的主要動機為賺取金錢，其次則是獲取社會經驗與自我實現。教育訓練常來自資深工作夥伴，形式多為臨時的口頭指導或示範，而不是正式的研習或課程。在教育訓練的內容方面，大多認為增進工作技能類的教育訓練極為重要，尤其是在展廳設備及教具使用、維護、故障排除等。在服務品質方面，研究對象大多滿意自己的服務品質，且認為主管愈肯定自己的工作表現，自己會愈努力工作。本研究另提出相關建議，可作為科學博物館招募臨時人員及教育訓練之重要參考。

關鍵字

臨時人員 ； 個人特質 ； 教育訓練 ； 工作動機 ； 服務品質

並列摘要

The trend of part-time work in Taiwan has become increasingly common, and the service quality of temporary staff in the work field has also been taken seriously. In the past studies, the personal characteristics and work motivation of temporary staff, even the content, form, and duration of the educational training they received were all considered to be related to the service quality. Through qualitative research, this study uses the temporary staff serving at the National Science and Technology Museum as the example to explore the interrelationships among the four aspects of personal characteristics, work motivation, educational training, and service quality. The results of the study found that most temporary staff of the museum exhibited the characteristics of enjoying contact with the crowd, and that they had more altruistic behaviors for partners in their work. In terms of work motivation, the main motivation of them to participate in work is to earn money, and secondly to gain social experience and self-realization. Educational training often comes from senior work partners. The forms are mostly oral instruction or demonstrations instead of formal studies or courses. As for the content of educational training, most of them believe that it is extremely important to enhance the educational training of job skills, especially the use of exhibition equipment and teaching aids, maintenance, and troubleshooting, etc. In terms of service quality, most of the research subjects are satisfied with their own service quality, and they think that the more the supervisor praises them for their job performance, the harder they will work. In addition, this study proposes relevant recommendations that can be used as an important reference for the recruitment and educational training of temporary staff for the National Science and Technology Museum.

並列關鍵字

Temporary Staff ； Personal Characteristics ； Educational Training ； Work Motivation ； Service Quality

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