面對治理環境複雜，如何提升公共服務的效率與效能成為政府主要課題。本文以從事家庭暴力防治業務的公部門、非營利組織、社工師事務所為研究對象，比較不同組織的社工在公共服務動機、激勵因素、人力招募重點、組織管理方式上的不同，並檢視成員的工作滿足與服務產出，來對新公共管理主張的市場模式與新公共服務提倡的協力觀點進行驗證。 研究過程中，發現社工師事務所的存在是一複合概念，是新公共管理之下代理化（agencification）觀點的體現，也是新公共服務組織人本主義的管理概念。本文並未對其明確定義，只關注於「良好組織管理」的特徵。社工師事務由於其具備彈性、目標單一的結構特質，再加上推行的授能式管理讓成員在工作上有較正面的情緒，更可凝聚成員向心力。相較於政府天生結構缺陷帶來的層級節制溝通不易，本文以為：代理化組織的鬆綁、彈性，或許不是一蹴可及，但在組織管理方式上使用Y理論授能式的激勵觀點，強調以人為本的管理技術，由內而外漸進式實施，是政府可以學習的方向。 / When the government faces governance crisis, new public management (NPM) and new public service (NPS) try to use two different ways to cure government failure. NPM emphasizes market-oriented to cure bureaucracy, while NPS prefers inter-sector cooperation. This study compares three different kinds of organizations: government agency non-profit organization and social service agency and all of them offers services of domestic violence protection. By comparing these three organization staff members, this study not only helps us to assess whether NPM or NPS is better but also gives government some advice on human resource management . The study finds that the social service agency is practicing one of NPM’s concepts: agencification, which is a flexible way to provide public service and NPS’s concept “organizational humanism” as its management skill. This study will not simply define whether the social service agency belongs to the public sector or the private sector. It just tries to suggest something helpful to employees and organization’s efficiency. The study finds out social workers in the social service agency are more positive in their work attitude and have high commitment to their organization due to its empowerment management while other organizations’ staff members have more complaints. Thus, the study concludes that joining NPM’s concepts- deregulation, flexibility and theory Y would make a win-win game between staff and organization.

臺北市消防人員自2015年起試辦「加發危險職務加給加成」政策，該政策實施迄今已3年餘，本研究藉該政策探討臺北市消防人員公共服務動機理論及薪資滿意度與離職傾向之關係。本研究主要採問卷調查法，另輔以質性訪談印證及補強問卷之不足；量化部分就臺北市現支領「加發危險職務加給加成者」為研究對象，實際有效問卷為1,209份，問卷回覆率為81%，以SPSS for Window 20.0統計套裝軟體進行資料處理分析，採描述性統計及推論性統計分析（信度分析、獨立樣本t檢定、單因子變異數分析及皮爾森積差相關等）；訪談部分以滾雪球方式，訪談2位現職臺北市消防人員及2位離職臺北市消防人員，研究結果如下，公共服務動機越高之消防人員離職傾向越低；薪資滿意度越高之消防人員離職傾向越低。 另依訪談者所填覆之簡要問卷及訪談內容，皆與量化結果略為相符，並從訪談內容發現，雖消防工作中最具激勵效果為內在激勵之助人成就感，但若藉以減緩離職傾向而言，仍略顯不足，尚須自消防工作之各實質外在工作層面考量，方能減緩人員離職傾向。本研究結果顯示臺北市消防人員具高度公共服務動機，且公共服務動機及薪資滿意度皆與離職傾向有顯著關係，爰主管機關應審慎考量盡速讓試辦政策納入法規常態發放，俾憑減緩消防人員之離職傾向。 關鍵字：公共服務動機、薪資滿意度、離職傾向 / The Taipei City Fire Department has initiated the policy of “Adding bonuses to those with dangerous duties” since 2015. The aforementioned policy has been implemented for more than three years. This study tries to explore this policy focusing primarily on the impacts of public service motivation (PSM) and compensation satisfaction on Taipei City firefighters’ turnover intention. This study adopts the questionnaire survey method, supplemented by qualitative interviews to verify and reinforce the results. The questionnaires were distributed to the Taipei City firefighters who received the dangerous duties bonuses. The total number of valid respondents was 1, 209 with a valid response rate of 81%. Descriptive statistics and inferential statistics (including the reliability test, t-test, one-way ANOVA, and Pearson correlation) were conducted using SPSS for Window 20.0. The snowball sampling method was chosen to find the interviewees, including two incumbent Taipei City firefighters and two resigned firefighters. Results of this study were twofold: first, a firefighter’s PSM was negatively associated with his/her turnover intention; second, a firefighter’s satisfaction on the compensation was also negatively associated with his/her turnover intention. Responses obtained from the interviews were consistent with the survey results. According to the interviewees, it is found that the intrinsic motivation, the accomplishment of helping others, is a critical element for the firefighters to perform their services. However, intrinsic motivation is still insufficient to reduce the their turnover intention. It is necessary to consider improving the work conditions of their work at the same time, which, in fact, is the most effective way to reduce firefighters’ turnover intention. The authorities, therefore, should consider rules and regulations regarding this matter and, thereafter, legalizing them as soon as possible to keep the firefighters. Keywords: public service motivation, compensation satisfaction, turnover intention

近年來政府機關為提升行政效能與國家競爭力，積極運用「職務輪調制度」及「組織改造」以精簡組織人力，迫使人員改變既有熟識環境及伙伴關係，致提高其離職意願；然個人日常生活、工作態度與工作動機等行為表現均受到個人特質所影響，且面對風險之決策行為亦與個人心理預期有絕對關係；故個人風險傾向、官僚人格特質與公共服務動機差異會影響個人在工作上行為，也會影響個人職業選擇及生涯規劃。 本研究係以民國100年新北市政府民政局委託中國地方自治學會辦理新北市行政區劃調整規劃案為個案，而以依變項接受改變意願為主軸，分別對影響行為意願之「個人因素」及「組織因素」等自變項進行探討，以了解行政區劃調整是否因個人風險傾向、官僚人格特質、公共服務動機及預期職務調整效益等變項考量，影響接受職務調整之意願，進而轉換其職業行為模式。 本研究係以新北市各區公所主管人員為研究對象，對所有對象發放問卷，共發出268份問卷；採用敘述性統計進行個人基本統計變項分析，及運用卡方檢定、t檢定、變異數分析、相關性分析及迴歸分析等推論性統計進行差異性與關聯性分析，進而提出下列研究發現：一、區公所主管人員個人風險偏好以風險趨避者居多，且其接受職務調整意願影響之程度受到行政區域調整規劃案干擾；二、具保守者官僚人格特質之區公所主管人員較不接受職務調整意願，兩者具負向因果關係；三、區公所主管人員公共服務動機有逐漸削弱趨勢，致與職務調整接受意願無顯著因果關係；四、區公所主管人員對職務調整之預期效益會影響接受職務調整意願，兩者具正向因果關係；五、區公所主管人員接受職務調整意願頗高，且偏愛以各區公所間輪調安排模式。最後，提出建議予政府當局施政之參考，期使執行行政區劃機關提升政策實行效益。

摘要 　　公共服務動機理論在1990年被提出後，迅速成為了公共行政研究的熱點，不同於新公共管理主張公務人員是理性自利，若無利可圖將不會採取行動的觀點，政府的「公共性」特徵，合理化了公共服務動機理論主張公務人員應重視內在性的激勵誘因，包含公共服務對他們的吸引力、對公共價值有所承諾、具有同情心或願意為公共利益自我犧牲等，隨之陸續發展出各家論點以及不同的動機測量方式。 　　在相關研究中，使用多構面的量表測量最具規模，然而公共服務動機相關研究已有二十餘年，實有必要獨立進行質性研究以獲得更紮實、深入的瞭解，因此，在無前例可循之下，本研究在現有量表基礎上，自行設計訪談大綱，並選擇我國中央及地方行政機關10位業務單位公務人員作為研究對象，除了瞭解我國公務人員的公共服務動機程度外，更重要的是，探討成為公務人員後，影響個人公共服務動機的組織內、外部因素及動機變化情形。 　　研究結果發現，我國公務人員展現較多「同情心」與「自我犧牲」特質，「公共服務的吸引力」與「公共價值的承諾」則相對較難察覺，且隨著年資增加，其公共服務動機逐漸遞減者居多，在影響因素上，機關首長與主管的領導方式、業務內容、考績獎懲制度、組織文化，以及公務人員社會信任與形象、年金改革的過程與爭議都在不同階段、以不同方式不同程度地影響其公共服務動機。本研究據此分別提出短期、中長期的實務建議如下，以提升我國公務人員公共服務動機：短期可分為營造良好的組織文化、建構友善公務環境、使公務人員感知自身業務的「價值」三大建議，並分別可從加強各層級主管的教育訓練、落實工時與休假制度、依政府財政狀況適時給予物質性誘因、以尊重與關懷方式鼓勵業務輪調、按實際需求辦理教育訓練等層面著手；長期則提出合理調整俸給結構、建立公平合理的獎優汰劣機制，以及對公務人員的尊重應先由政府自身做起等建議，期能提供作為一政策性參考。 / Abstract Since 1990 when Public Service Motivation (PSM) was brought out, it quickly became a hot study among the study of Public Administration. Unlike New Public Management (NPM), where it claims that public servants to be rational and self-interest based, and that no action would be taken if a situation being unprofitable, the “Publicness” of a government rationalizes the PSM theory where it claims that public servants should value internal incentive, including the attraction of public service, the commitment to public value and compassion or self-sacrifice for public interest, from which different theories and motivation measurement methods are developed accordingly. Among relevant researches the scale measurement using multidimensional construct are of largest scale. However it has more than twenty year history since the study of PSM and is necessary to conduct qualitative study for more solid and deeper understanding. Therefore, under unprecedented circumstance, with existing scale basis and self designed interview outline, the study chooses public servants from 10 Taiwan central and local government authorities as subjects for the purpose of the PSM level of our public servants, and more important, the internal and external organizational factors and motivation changes that affect individual public service motivation after becoming a public servant. According to the research, Taiwanese public servants show more qualities of “empathy” and “self-sacrifice”, less “the appeal of public service” and “the commitment of public value”, and the longer one serves as a public servant, the more the decrease of public service motivation. On the affecting factors, the leading methods of authority chiefs and directors, public affairs genres, audit, awards and punishment, organizational culture, the process and dispute of annuity reform have all affected the public service motivation at different stages with different ways, and on different levels. To offer as a policy reference, the study makes shot-term, mid-term and long-term practical suggestions accordingly so as to enhance PSM of Taiwanese public servants: 3 short-term suggestions are, a positive organizational culture, friendly public affairs service environment, allowing the public servants to feel the “value” of their own service. To start with, enhance trainings for supervisors of different levels, the implementation of working hours and off-day system, proper material incentives based on government financial status,encouraging internal job rotations in a caring and respectful manner, arranging trainings according to actual needs; for long-term suggestions, reasonable adjustment of payment structure, fair and reasonable award and elimination system, and the government itself to pay respect to the public servants.

本研究主要探討考生或公共行政相關系所及一般大學高年級學生（大學三、四或研究生）在目前社會氛圍下，影響其報考公職意願之因素，經以公務人員工作保障、公務人員形象、公務人員年金改革方案接受程度等為自變項，公務門職業選擇意願為依變項，公共服務動機為調節變項，瞭解其報考公職的關鍵因素。本次以立意抽樣及便利抽驗方式並搭配網路等方式選取樣本。 研究發現公務人員的工作穩定仍是民眾報考公職的重要因素、公務人員的正面形象有助於提升報考意願以及瞭解年金改革方案甚至認同政府改革方向之考生，會提升其報考意願。經將公共服務動機及公務人員年金改革方案接受程度以其次構面分析，發現對制定國家公共政策有興趣、喜歡分享公共政策看法的人或因制定政策而使他人獲得利益而產生成就感者，則其公部門職業選擇意願越高；具有公共利益承諾高的受測者而言，即對制定公共政策有興趣者或喜歡與他人分享公共政策看法者，會增強其接受公務人員年金改革方案的程度；對認為職責優先於個人或願意承擔個人損失去幫助他人的人而言，在公務人員年金改革方案接受程度對公部門職業選擇意願造成影響之情形下，自我犧牲高者，更認同年金改革方案，反之不認同。 本研究認為相關單位在建立公務人員執業之形象上，可透過考試科目與職系說明書裡的工作內容做對照分析，考試制度除了筆試之外，可加入面試或心理測驗，以瞭解報考公職者之報考動機，有助於拔擢真正有意願從事公職服務或真正具有專業能力的人，並開辦與業務相關之專業訓練課程，提升公務人員業務能力，以營造公務人員專業形象。建議後續者針對公務人員年金改革對公部門職業選擇進行實務研究。 / This study mainly explores factors that influence potential public servants’ willingness to choose public services as their career with the current social ethos. Job security and quality of public work, image of public servants, and acceptance of the civil service retirement system reform are adopted as the independent variable. In addition, public service motivation (PSM) is hypothesized as a moderator variable between the previous independent variables and public career intention. Purposive and convenience sampling, along with the use of online survey, are conducted in this study to collect data. As a result, the study demonstrates that the stability of civil service remains the most important factor for the career choice. The positive image of public servants would help to improve the willingness to apply for public service. Also, people who understand or even agree with the public pension reform would increasingly attempt to work in the public sector. Through analyzing the PSM dimensions and the degree of acceptance of civil service retirement system reform, it is also found that those who are interested in formulating public policies or sharing their viewpoints would be more likely to choose public service as a career. Those who have the higher public interest commitment, interested in developing public policy or sharing with others, would enhance their acceptance of civil service retirement system reform program. For those taking the public precedence over the individuals, or those willing to take personal loss to help others, the higher the self-sacrifice, the higher degree of their acceptance to the public pension reform, and vice versa. The research results imply that the government could establish the career image of civil servants through the comparative analysis of national examination subjects and job contents. In addition to written examinations, the government could introduce face-to-face interviews or psychological tests to understand potential public servants’ PSM and select those who are actually willing to engage in public service or have professional competence. Moreover, proper training courses should be provided to help public servants enhance professional capacity and build professional image of civil servants. Future studies may aim for practical research on the influence of the civil service retirement system reform on the intention of choosing a public service career.