志工參與動機、工作投入、工作滿足與組織公民行為關係之研究-以2020台灣燈會客服組志工為例

社會與經濟進步人們投入工作與生活間平衡的需求，越來越多人利用空閒時間投入對自身心理或身體有益的活動，同時對於貢獻自身時間與專業投身志願服務的意願與程度越高。另於政府或企業組織運作，常因法規或組織限制或是經費考量，為順利執行任務，則必需大量使用到志工(編制外人力)，例如2019台中市世界花卉博覽會、2020台中燈會等都運用到數量龐大的志工。而非營利組織為節省人資成本更是必須高程度的運用志工人力。由此對各項志工參與及志願服務的研究也就獲得更多的關注與重視。本研究主要的目的在於瞭解志工人口統計變項對參與動機、工作投入、工作滿足及組織公民行為之研究，以2020台中燈會客服組志工為研究對象，經相關志工與組織等文獻回顧與相關理論提出研究假設，運用所收集之資料檢驗本研究之假設。研究方法採量化研究以問卷調查方式進行資料蒐集，經回收的有效樣本資料再以統計軟體進行分析與討論，共獲得438份有效問卷。研究結果顯示：(一)志工在參與動機部分不論是「利他動機」或是「自利動機」在各項人口統計變項上，並無顯著差異；(二)志工的工作投入部分，職業為工、商、服務業者相較軍公教業者能夠顯著投入志工服務。而志工的服務年資、每月服務次數、志工訓練課程與有參加其他志工組織也會顯著影響志工的工作投入；(三)志工的工作滿足部分，則在年齡60歲以上志工及服務年資5年以上的志工有顯著影響；(四)志工的組織公民行為部分，在「組織公益」、「輔佐領導」變項則呈現60歲以上的志工、已婚有有子女的志工與工、商、服務業志工有著顯著影響。而志工投入服務次數與參加訓練課程的程度都明顯地影響志工的組織公民行為；(五)志工的參與動機對於志工工作投入、工作滿足與組織公民行為皆呈現顯著正向影響；(六)志工的工作投入、工作滿足對志工組織公民行為皆呈現顯著正向影響；七)志工的工作投入、工作滿足對志工的參與動機與組織公民行為具有中介效果。最後，藉由研究結果可提供各個組織在志工招募、訓練與運用之參考。

關鍵字

志工；參與動機；工作投入；組織公民行為；非營利組織

並列摘要

Socio-economic advancement has rendered people's devotion to the needs of balance between work and life. More and more people make use of their free time to engage in activities which benefit physical and mental health. Meanwhile, they are more willing to contribute their time and professional skills to voluntary services. On the other hand, as the operations of governments and enterprise organizations are usually bound by regulations, organizational restrictions or budget constraints, it is necessary to use a large number of volunteers (non-formal manpower) to ensure successful execution of tasks. For example, such activities as the 2019 Taichung World Flora Exposition and the 2020 Taichung Lantern Festival employed a large number of volunteers. To reduce costs on human resources, nonprofit organizations must employ large amounts of volunteer manpower. As a result, research on various forms of volunteer participation and volunteer services has received greater attention and consideration. The main purpose of this study is to understand how the demographics of the volunteer population affect participation motivation, job involvement, job satisfaction and organizational citizenship behavior of volunteers. Study objects were drawn from the volunteers of the 2020 Taichung Lantern Festival customer service team. Research hypotheses were proposed based on literature reviews and related theories on relevant volunteers and organizations. The hypotheses were then tested on the data collected through a questionnaire survey, using the quantitative research method. The effective sample data received were analyzed and discussed using a statistical software, with a total of 438 valid questionnaires obtained. Research results are as follow: (1) In terms of participation motivation, there is no significant difference among demographics in terms of either altruistic motivation or self-interest motivation. (2) In terms of job involvement, those people from industrial, business and service sectors show significantly higher degrees of involvement in volunteer services, compared with public employees (e.g. military personnel, civil servants, and teachers). Factors such as volunteer service tenure, monthly service frequency, volunteer training courses and participation in other volunteer organizations also significantly affected volunteers’ task involvement. (3) In terms of job satisfaction, significant impacts were shown in volunteers over 60 years old and those who have served more than 5 years; (4) In terms of organizational citizenship behavior of volunteers, significant impacts were shown in volunteers over 60 years old, married with children, or working in industrial, business and service sectors concerning the variables of Organizational Public Welfare and Leadership Assistance. The frequency of volunteering and the degree of participation in training courses significantly affected the volunteers’ organizational citizenship behavior; (5) Volunteers’ participation motivation had significant positive impacts on their job involvement, job satisfaction and organizational citizenship behavior; (6) Volunteers' task involvement and job satisfaction had significant positive impacts on their organizational citizenship behavior; (7) Volunteers' job involvement and job satisfaction had mediating effects on volunteers' participation motivation and organizational citizenship behavior. Finally, the research results can be used by various organizations as references in recruiting, training and utilizing the volunteer workforce.

並列關鍵字

Volunteer ； Participation Motivation ； Job Involvement ； Organizational Citizenship Behavior ； Nonprofit Organizations

參考文獻

林鉦棽(2003)。以組織承諾及工作滿足為實徵切入分析組織公民行為與員工工作考績之結構模式比較。人力資源管理學報，3(2)，93-113。

Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical consideration. Journal of Personality and Social Psychology, 51(6), 1173-1182.

中文文獻