本研究主要目的在瞭解基隆市公部門運用志願服務及管理制度的現況，探討志工持續服務的動力，提供各運用單位互相借鏡參考，促成各單位的協調合作，期能整合全市的志願服務人力資源，做最有效的運用。本研究先從志願服務相關文獻之探討，建立志願服務的理論基礎，經由各運用單位的實地訪問及現況觀察，搜集相關資料，再根據深度訪談、焦點團體座談的分析結果，整理研究發現並提供相關建議。 本研究發現基隆市政府暨所屬機關已運用志工的單位多為與民眾接觸較多、服務量較大的業務單位，成效除了以時數評估外，更重視志工對機關形象、政令宣導等獲得社會肯定及志工所發揮的角色功能。各類志工對其所從事之志願服務，均保有高度興趣及熱情，文化義工制度完整，全才服務；社福志工感情投入；環保志工身體力行，熱愛環保；義消組織龐大，出錢出力，社會地位崇高。運用志工較早或人數較多之單位，管理制度健全，多已成立志工團隊組織，依隊務需要，分組分工服務，如社會局志工、消防局義消、文化義工、環保志工等，從召募、甄選、訓練、工作分派、獎勵考核等均有一套規則據以遵循；近期運用志工的行政單位如區公所、戶政事務所等，使用人數較少，未以團隊組織運作，由承辦人直接聯繫運用。 本研究經過實證研究調查結果發現以下問題值得省思與探討： 一、實施志願服務法的省思 二、政策推動志願服務之探討 三、志工參加志願服務團隊隊數探討 四、志工流動率高低迷思 本研究並從管理的角度，對志工人力資源運用的主要面向，召募、甄選、訓練、工作設計、評估與獎勵分別提出相關建議。 / The main purpose of this research is to find out the situation of volunteer services and its related management system in Keelung City Government, discuss the motive power for volunteers’ sustained services, provide reference for each operating agencies, and promote the coordination and cooperation among each agency. It is expected that the human resources for volunteer service by the whole city can be implemented most effectively. This research starts from discussion on volunteer service related documentations, to build theoretic foundation for volunteer services. Through the field visit and observation on each implementing agency, it collects related data, and then sorts research findings and provides related recommendations based on analysis results of in-depth interview and focus group seminars. This research finds that agencies under Keelung City Government that use volunteers are mostly business unit with quite a lot contact with the public and quite large service volumes. Concerning its effect, other than evaluation on hours, the more important is volunteers’ acknowledgement on agency image, policy introduction and the roles and functions that they play and develop. All these volunteers have strong interest and enthusiasm on the volunteer services that they engage in. Culture volunteers have a complete system and can provide comprehensive services; social welfare volunteers put all their affection into their work; environmental protection volunteers set an example by personal participation and they love to protect environment; fire control volunteers have a large organization, put into their money and efforts, and enjoy a very esteemed position. For agencies that have used volunteers for long time or have quite a lot of people, their management system is quite thorough, mostly with volunteer team built, and provide service in groups according to tasks requirement, such as volunteers for social bureau, fire bureau, culture volunteers, environmental protection volunteers etc. From recruitment, selection, training, work assignment, reward and appraisal, each has its rules to follow. Recently, administrational agencies that use volunteers include public office, household registry etc. Only quite a few people are used, no teams are formed, the undertaker contact and use directly. After studying and investigation on practical case, the research finds the following that can be studied further and discuss: I.Reflection on implementing volunteer service laws II.Discussion on policy promoting volunteer service III.Discussion on volunteer participating in voluntary service team and the number of these teams IV.Myth of volunteers' turnover From the viewpoint of management, this research raises recommendation about the main aspects of implementing human resources of volunteers, recruitment, selection, training, work design, evaluation and rewarding respectively.

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摘要 本研究旨在探討基隆市警察志工推動志願服務各構面與績效評價之程度；其次，警察志工個人基本屬性對推動志願服務之各構面與績效評價之差異情形；再者，警察機關推動志願服務構面與績效間之相關性；最後，探究警察機關推動志願服務各構面對績效之預測力，期能依據研究結果提出建議，以供警察機關採行因應措施之參考。 本研究先採焦點團體（focus groups）研究法，並以自編之焦點討論大綱為研究工具，以立意取樣方式選取基隆市警察志工進行三場次之焦點訪談，蒐集訊息，進而研製完整的研究構面及問卷內容，再以自編之調查問卷為研究工具，並以基隆市警察志工為研究母群體，採普查方式進行施測，計發放問卷303份、回收有效樣本263份；研究問卷內容包含警察機關推動志願服務之構面量表、績效之構面量表及受訪者的基本資料，對於問卷調查所得資料，利用電腦套裝軟體SPSS for windows 10.0 版，以描述性統計分析、t 檢定（t—Test）、單因子變異數分析（One-Way ANOVA）、皮爾森積差相關係數（Pearson's Contingency Coefficient）及迴歸分析（Regression）等統計分析方法進行資料處理。 本研究經實證分析，所得結論如次： 一、警察志工對於警察機關推動志願服務之各構面的評價程度，就各構面之平均數比率得分情形而言，以「管理作為」得分最高（79.2%），其次依序為「教育訓練」（78.22%），「激勵作為」（77.89%），而得分最低的則為「推展作為」（53.28%）。 二、警察志工對於績效之各構面的評價程度，就警察機關推動志願服務績效各構面之平均數比率得分情形而言，其中以「服務品質」得分最高（82.26%），其次依序為「資源有效利用的程度」（79.84%）、「目標的達成度」（78.26%），而得分最低的則為「志工與警察機關的互動性」（68.77%）。 三、警察志工個人基本屬性對警察機關推動志願服務之各構面之差異情形，其中 因性別、婚姻狀況、以前是否參加過其他的服務團隊、是否同時參加數個志 願服務團隊、服務時間等的不同，對其評價有顯著差異存在。 四、警察志工個人基本屬性對績效之各構面之差異情形，其中因年齡、職業、宗教信仰、以前是否參加過其他的服務團隊、目前是否同時參加其他的志願服 務團隊、是否同時參加數個志願服務團隊、服務時間等的不同，對其評價有顯著差異存在。 五、警察機關推動志願服務之各構面與績效間相關性 (一)「警察機關推動志願服務之各構面」對「績效之構面」均已達顯著相關，其中除了「推展作為」呈負向的關聯外，其它三個構面均呈正相關。 (二)警察機關推動志願服務之各構面與績效的相關係數為0.601，顯示兩者有高度的正相關性。 (三)警察機關推動志願服務之各構面與績效相關性之強度順序為： 激勵作為＞教育訓練＞管理作為＞推展作為 六、警察機關推動志願服務之各構面對績效之預測力 對依變項「績效」的預測力則以教育訓練的預測力最佳；另管理作為亦具有解釋力；惟激勵作為之解釋力並不高；至於推展作為變項對警察志工服務的績效則不具有預測力。 / This study has four aims. First, to probe the consequence about the volunteers on all aspects of police administration promoted voluntary service and achievement aspect in Keelung City. Second, to study the cognitive differences on the volunteer’s demographic statistics about police administration promoting voluntary service. Third, the relationship between the aspects of service of police administration promoted voluntary service and achievement. Finally, to forecast the all aspects of police administration promoted voluntary service about performance, and hope to come up with a result that can provide the police administration as a guide about policy making. This study uses focus groups survey research for making questionnaire. Using questionnaire survey research with the volunteers of Keelung police administration as study population, and come up with 303 samples for the questionnaire with 263 successful returned samples. Acquired valid samples is then processed with SPSS for Windows 10.0 for Descriptive Statistics analysis, t-Test, One-Way ANOVA, Pearson’s Contingency Coefficient, Regression analysis.. After empirical analysis, this study comes to the conclusions as below: 1. On the mean ratio of police administration promoted voluntary service facet, management wins the highest points (79.2%) , with job training second to it (78.22%), followed by encouragement (77.89%), and promoting (53.28%) comes at the lowest. 2. On the mean ratio of achievement aspect of police administration promoted voluntary service facet, service quality wins the highest points (82.26%) , with effectiveness resource using second to it (79.84%), followed by goal achievement (78.26%), and the interaction between volunteers and police administration (68.77%) comes at the lowest. 3. On the cognitive differences on the volunteer’s demographic statistics about police administration promoting voluntary service, the reason of sex, marriage situation, whether participated in other voluntary service groups before or at the same time and service period shows different significantly. 4. On the cognitive differences on the volunteer’s demographic statistics about achievement aspect, the reason of age, job, religion, whether participated in other voluntary service groups before or at the same time and service period shows different significantly. 5. The relationships between all aspects of the police administration promoted voluntary service and achievement are as follows: A. All aspects that the police administration promoted voluntary service reveal positively on achievement besides promoting. B. All aspects that the police agency promoted voluntary service reveal positively on achievement. C. The strongest relationship between all aspects that the police administration promoted voluntary service and achievement aspect is encouragement, job training and management the next, and promoting is the weakest. 6. The predictability of all aspects that police administration promoted voluntary service on the achievement are as follows: Job training is the best independent variables for predicting achievement. The management independent variable comes to the next. The encouragement independent variable comes to the third. The promoting factor has no predicting power.

本研究旨在探討明興里參與志願服務的這群退休者是在怎樣的巧合下投入志願服務工作以及投入志工生活後的退休調適生活為何？並將透過生命史的記錄方式學習這群樂天志工們的經驗，並透過這些志工的生命經驗提供新領悟。 文山區明興里自民國89年以來成立守望相助隊、生態防災志工隊、社區照顧關懷據點及環境保護志工等五大志願服務組織，而這些組織及社區鄰里內大大小小的活動，幾乎都是中高齡退休志工所辛勤付出才逐漸發揚光大。 明興里的一切均來自於前里長的創建與現任里長的發揚光大，而這群退休志工也正是明興里的核心，每位志工們於停止正職工作或是從家庭主要照顧者退居第二線後，均曾領過退休金甚或是老年給付等一筆基金，作為老年生活的薪酬，同時利用退休後的空閒時間從事自己喜歡的兼職工作或志願服務工作，藉以活絡社區感情也為自己的退休生活做了最佳的調適，提高自己的退休生活滿意度，開創出屬於每個人自己的退休生活。同時透過和組織間的互動關係發揮所長協助政府提供社會福利藉以發揮加乘效果，描繪出社區與志工間的悲歡喜樂故事及生命史。

組織行為的經營管理，主要包含有三個部分，即瞭解個體、團體與組織的行為模式，預測不同的管理活動可以導引出怎麼樣的行為反應，以及運用這些瞭解與預測來達到控制的目的。但是，無論是瞭解行為、預測反應抑或達到控制的目的，最基礎的工作是瞭解員工的主觀認知與工作生活經驗為何，亦即何者是員工所重視的，員工的需求為何，瞭解員工心理的認知，方能成就後續的管理作為，此就支薪員工是如此，即便對象是不支薪的志願服務人員，亦復如此。基此，本論文乃藉由相關文獻的蒐集整合，透過實證調查，決定志工之工作生活品質核心構面，並探討人口統計變項及志工參與類型對志工工作生活品質的態度。 從研究發現，志工工作生活品質計有八項核心構面，它們是「組織認同」、「福利獎酬」、「人際關係」、「督導狀況」、「工作內容」、「個人成長」、「學習機會」與「工作影響」等。其次，在人口統計變項對工作生活品質的態度，發現女性志工對於「督導狀況」的重視程度高於男性志工；中年志工對整體工作生活品質的重視程度低於非中年志工，對「個人成長」與「學習機會」的重視程度，中年志工亦顯著的低於非中年志工；未婚的志工對於「學習機會」的重視程度高於已婚的志工；退休人員對於「督導狀況」的重視程度低於家庭主婦，對於「學習機會」的重視程度則低於學生與其他職業者；在本機構擔任志工的年資未滿一年者，較任職為一年以上志工不重視「人際關係」；擔任志工的總年資較為資深的志工，對「工作影響」的重視程度高於較資淺的志工。此外，在志工參與類型對工作生活品質的態度，猶豫型、積極型、責任型與奉獻型等四種參與類型，對「個人成長」的重視程度有顯著差異存在，且積極型高於猶豫型與奉獻型。而在人口統計變項與志工參與類型交互作用下對整體工作生活品質的態度，則發現達顯著差異水準的有職業一項，其餘的性別、年齡、教育程度、婚姻狀況、宗教信仰、在本機構擔任志工的年資及擔任志工總年資等，則未有顯著差異。 在探討志工工作生活品質相關內涵後，本論文建議志願服務機構：1瞭解志工的工作生活品質需求，是有效志工管理的前提。2提昇志工工作生活品質，充分運用志工人力。3考量志工的人口特性與參與類型，分別提供適當的管理作為。4對志工及志願服務應有正確的認知，俾以發展專業的志工管理作為。建議志工：1、主動瞭解機構的宗旨與運作狀況，並勇於提供建言。2、尊重志工督導人員的職責，正確認知志工的角色。3、積極的參與，快樂的學習。4、珍惜志願工作的機會，開拓自己的人際關係。5、體驗志願工作的樂趣，不斷的自我成長。並對後續的研究，建議從研究方法、研究工具、研究廣度以及研究深度等方面，加以改善、發展與努力。

社會福利領域運用志願服務者提供服務，已經有很長的一段歷史，各種不同型態的志願服務工作往往扮演社會功能維繫的角色，儘管歷經了世代的轉變，人們對於群己關係互賴依存的需求依然不曾改變。而在政經結構急劇變遷的今日，志工及志願服務組織甚至更成為維繫人與人、地區與地區、乃至政府與民間關係的重要機制。 本研究主要在探討：1、志工對於影響我國地方政府推動志願服務團隊之重要面向及其各構面的評價程度情形。2、探討志工對於地方政府推動志願服務團隊績效的評價程度情形。3、志工的性別、年齡、婚姻狀況、教育程度、職業、宗教信仰、是否參加過志願服務團隊、目前是否同時參加其他的志願服務團隊及參加志願服務的工作時間等個人基本屬性資料，是否會影響我國地方政府推動志願服務團隊之各重要面向及績效的評價程度差異情形之產生？4、影響我國地方政府推動志願服務團隊之重要面向與其績效的關聯性如何？5、影響我國地方政府推動志願服務團隊之各重要面向對績效預測的程度如何？ 本研究係以新竹市社會福利志願服務團隊為研究對象，運用問卷調查法等進行實證研究。從實證分析中，本研究發現志工對影響地方政府推動志願服務團隊之重要面向中之志工的人力資源管理活動及相關配套措施的評價程度較高，而對於志工管理制度及經費補助之評價程度則較低。一般而言，對影響地方政府推動志願服務團隊各重要面向及績效的評價程度上，女性高於男性，中高年齡者高於低年齡者，中等學歷者高於高學歷者，已婚者高於未婚者，參加過志願服務團隊者高於未參加過志願服務團隊者，服務年資深者高於服務年資淺者。另影響地方政府推動志願服務團隊之重要面向及其四個構面均與服務品質、與志願服務團隊互動程度、資源運用的程度、目標達成的程度及績效均有顯著相關存在。再者，對於績效的預測方面，一般而言，以相關配套措施的預測力最佳，經費補助次之。 基於前述的研究發現，為了因應未來志願服務工作的發展，地方政府在推動志願服務團隊工作上政策面應朝向制度明確化、管理合理化、和服務品質化三個方向來發展；另外要加強政府與志願服務團隊的互動關係。而地方政府在推動志願服務工作上所扮演的角色功能與工作重點，則應著重在輔導、資助、監督、諮詢、考核志願服務團隊，以確立各團隊能 依照服務宗旨及能力來提供服務，並透過經費補助、活動補助和培訓志願服務規劃與志工管理人才等方式，來引導與監督志願服務朝有品質的方向發展，以協助推動志願服務工作。 / The field of social welfare has already used volunteers for a very long time. Often all the different types of voluntary service work play the role of holding society together throughout generations of change. Just like in the past, people of today still require groups for mutual reliance and dependence. With the rapid changes occurring within today's political and economic structures, volunteers and voluntary service organizations hold people and districts together to an even greater extent, and so represent an important mechanism in the area of relations between the government and the people. The main points of the research are as follows: 1. Evaluate the extent to which volunteers are able to effect the important aspects and every dimension of our local government promoted voluntary service groups. 2. Inquire into the volunteers' appraisal level of local government promoted voluntary service group achievements. 3. The elicitation of the volunteers' sex, age, marital status, education level, profession, religion. Whether the volunteer has taken part in previous voluntary work. Whether the volunteer is also taking part in other voluntary work, and the amount of time the volunteer is donating to the work. All the above information will be collected for each individual. We hope to see if this information effects how different people evaluate the important aspects and achievements of our local government promoted voluntary service groups. 4. What is the connection effecting the important aspects and achievements of the local government promoted voluntary groups? 5. To what extent do achievement forecasts effect the important aspects of our local government promoted voluntary service groups? The objects of this research are social welfare voluntary service groups in Hsinchu City. An investigative questionnaire is used to carry out actual evidence research. From an analysis of this actual evidence research, it was discovered that volunteers, in relation to our local government promoted voluntary teams, evaluated human resource management activities and related complementary procedures to be comparatively more important than the volunteer system of management and subsidies. Generally speaking, when considering the extent to which the volunteers effected the important aspects and achievements of the local government promoted voluntary service groups, the following conclusions were drawn: - Women were more effective than men. - Middle-aged and senior-aged people were more effective than younger people. - Those educated to a high school level were more effective than those educated to a college level. - Those married were more effective than unmarried volunteers. - Those who had previously taken part in voluntary work were more effective than those who had not. - Those who had volunteered for many years were more effective than those who were new to volunteering. A related existence was displayed between the important aspects of local government promoted voluntary service groups and the following four dimensions: - Service quality - The extent to which voluntary service groups interacted. - The extent to which resources were used. - The extent to which the goals were achieved. Furthermore, concerning the aspect of forecasting achievements, generally speaking, the best forecasts come from related complementary procedures. The next best involve subsidies. Based on the above research discoveries, in order to lead to the development of voluntary service work in the future, the government when promoting voluntary service group work, should develop policy in the areas of system clarification, management rationalization and service qualification. In addition it is necessary to strengthen the relationship between government and voluntary service groups. Local government in order to assist in the promotion of voluntary service work should play the role of and emphasize coaching, provision of financial aid, supervision, consultation and examination. Furthermore, based on the service purpose and abilities of every group, the government should establish the provision of service. This can be done with the aid of subsidies and activity subsidies and through voluntary service training schemes and volunteer management personnel who can guide and supervise the development of quality voluntary services.

台灣已步入人口老化國家之行列，根據內政部最新的統計報告，我國截至2010年之統計六十五歲以上人口已占整體人口10.72%，人口老化背後的兩項主因素為出生率的急劇下降及國人平均餘命之延長，此兩項因素所帶給社會的衝擊，包含人力資源之改變及高齡化社會之調適；相當特別的是此問題在高齡者參與志願服務之議題形成聚焦，高齡者踴躍投入志願服務應可以補充部份人口老化後人力資源之缺口，更重要的是在高齡者參與過程中亦可活化各種社會互動網絡之形成；然現今在因應人口老化問題之討論非常蓬勃，但在高齡者參與志願服務之議題仍尚未多見，研究者基於上述因素以「高齡志工參與志願服務動機及管理機制之初探」，希能拋磚引玉使此議題能有更多專家、學者及實務先進共同探討與研究。 本研究屬探索性研究，由北部11所醫學中心隨機挑選五所醫學中心及加入研究者服務之醫學中心，共計六所醫學中心之志工管理者及高齡志工為研究對象，希望以大型醫學中心志願服務為基礎，由志工管理者及資深高齡志工實際參與之觀點，深入且完整地瞭解高齡志工參與志願服務之動機、目前服務問題與困境及現狀管理機制對高齡志工及志工管理者之影響。研究的目的為：1、瞭解高齡者參與志願服務之動機與需求，作為運用機構志願服務規劃之依據。2、發展適合高齡者參與志願服務之管理機制。3、使年長者能順利加入並持續參與志願服務行列。 根據訪談資料，研究發現高齡者參與醫療志願服務之動機涵蓋安全生理、歸屬、自尊及自我實現各面向需求，由此可見志願服務可提供高齡者不同程度之各需求面向之滿足之平台，並啟動了高齡者了持續積極參與社會之動力；但本研究也同時發現，雖然受訪者大都認為體能體力才是高齡志工參與服務之問題，惟對於高齡志工參與過程中逐漸之體能體力衰退之管理機制，則尚未臻完整與成熟；本研究初步結論認為，包含了高齡志工離隊、離隊前之志願服務協助過程及離隊後活動參與之「高齡志工退場管理機制」，應是高齡志工管理問題之重點，期待透過更多討論與研究，未來能適切而妥善地規劃好管理配套措施，使志願服務成為高齡者持續貢獻社會之助人平台，也是高齡者有尊嚴成功老化之最佳機制。 / Taiwan has become one of the countries with an ageing population. According to the last statistical report released by the R.O.C. Ministry of the Interior, the ageing population (above 65 years) had comprised 10.72 % of the total population by 2010. The primary reasons for the ageing population of Taiwan are rapid downturn of the birth rate and the extension of average life expectancy, which have brought huge impacts to the society; including changes in the manpower structure and adjustments for an ageing society. A rather unique facet to this is the issue of elderly participation in volunteering draws high attention from the public. Active elderly volunteers can potentially compensate for partial manpower insufficiency due to the population ageing. More importantly, elderly participants can activate social interaction networks. Although discussion on population ageing is flourishing, few of them focus on elderly volunteers. Accordingly, the author propose “A preliminary investigation on the motives and management mechanism of elderly volunteers,” expecting that this study can encourage further discussion and research by more experts, scholars, and researchers. This study belonging to the realm of exploratory research, randomly selects five medical centers from eleven medical centers in northern Taiwan, and incorporates the medical center the author services; volunteer managers and elderly volunteers who served in these six medical centers are our subjects. Based on volunteering in large medical centers, this paper investigates the motives and current problems and challenges of elderly volunteering from the perspectives of volunteer managers and senior elder volunteers, as well as the impacts of the current management mechanism on elderly volunteers and volunteer managers. The objectives of this study are expressed as follows: (1) to understand the motives and demands of elderly volunteers that can serve as a basis for organizations with volunteers to draft a voluntary service plan; (2) to develop suitable management mechanism for elderly volunteers; and (3) to enable the elderly to participate in voluntary services successfully and continuously. The interviews collected by this study found that the motives of elderly medical volunteers can be categorized into various dimensions, including physical safety, a sense of belonging, self-esteem, and self-fulfillment. Accordingly, volunteering can provide different levels of satisfaction for the elderly, encouraging them to continuously participate in society. This study also found that although the majority of subjects believed that physical strength is a challenge for the elderly in volunteering, a management mechanism for the physical strength decline of elderly volunteers during the participation process is not yet complete or mature. The preliminary conclusions of this study suggest that a withdrawing management mechanism for elderly volunteers - including the exiting of the elderly from voluntary service, the volunteering process before exiting voluntary service, and participation in activities after exiting voluntary service - should be the key to solving the elderly volunteer management challenges. The author expect that further discussion and research can contribute to a suitable and well-organized supplementary measure that enables volunteering to become a platform for the elderly, and is the optimal mechanism for the elderly to age with dignity.

本研究將主要在探討高齡者參與志願服務的充權經驗，本研究不是從運用高齡人力資源的角度出發，而是試圖尋找更多協助高齡者的途徑，所以把焦點放在志願服務對高齡者的影響，並深入探討高齡者在參與志願服務過程中的充權經驗，研究目的有下列幾點： 第一：瞭解高齡志工參與志願服務的動機。 第二：分析高齡志工參與志願服務後的影響及充權結果。 第三：探討高齡志工參與志願服務的過程中，有哪些促成因素促成充權的出現。 本研究採質化研究進行，以深度訪談法來收集資料，主要以台北市三間老人福利服務機構中的高齡志工和志工督導為研究對象，一共訪問了十三位高齡志工和五位主責志工業務的督導，研究發現如下： 一、在充權表徵方面，分為個人、人際和環境層面。個人層面上包含：跳脫「老而無用」負面標籤的形象、自我效能感的提升、不再恐懼老年生活、對生活的掌控感、多元批判性思考的出現，及女性自我意識的發展。在人際層面上包含：積極而正向的家庭互動、試圖開展人際網絡、獲得社會支持，及改善人際溝通的技巧。而環境層面上包含有：開始關心所處環境的議題、能對環境採取控制或行動，以及積極參與政治活動。 二、充權的促成因促方面，分別有人際「互動」中產生的因素。由人際互動中產生的因素包含有：與志工夥伴的互動、與督導或其他工作人員的互動、和服務對象互動的經驗，以及家人、鄰居朋友對志工活動的鼓勵和肯定。由服務過程中產生的因素包含有：「參與」處理問題的過程，及獲得重新省思問題的機會。接觸機構相關資源的因素包含有：參與志工培訓課程，以及得知機構內或外的其他資源。 在研究建議方面，認為高齡志工要能適時轉換對自我的期待，並以自身充權之經驗鼓勵其他高齡朋友參與志願服務；而社會工作者應要多提供高齡志工正向接納老化的相關訊息、重視高齡志工的個別性差異、促進高齡志工批判性思考、瞭解「團體」對高齡志工的充權有關鍵性影響，最後還要常帶動高齡志工關心環境層面的相關議題，並改變社會工作者對自我的定位；而機構要重視運用高齡志工的重要性，並重新瞭解運用志工的益處。

本研究目的在探討個人參與動機與風險偏好是否會影響民眾投入參與志願服務的意願及行為，並以社團法人中華民國保護動物協會所開設之培訓課程的參與民眾做為研究對象。本次研究，正式問卷共發放524份，回收有效問卷385份，有效回收率為97.22%。 資料進行分析後獲得以下結果：（一）參與者基本資料分析結果顯示，以女生、年齡21~30歲、未婚、專科或大學學歷、薪資2~4萬元、志工年資以一年及以下為最多。（二）參與動機對於參與志願服務的行為有正相關影響，並以「學習新技巧」此一動機因素貢獻為最多。（三）風險偏好對參與志願服務的行為有正相關影響，當民眾的風險偏好越高時其參與志願服務的時數也越多。（四）在組織給予簽立切結書的情況發生時，會降低民眾參與志願服務的意願及行為。 結論：不論是民眾的參與動機亦或是風險偏好接受程度，皆會對其投入參與志願服務的行為產生影響，而不論組織是否有給予簽立切結書的情況發生，低風險偏好組的民眾在原有的志願服務表現上即擁有較低志願服務時數的表現。

臺灣的博物館志願服務從推廣志願服務早期便開始發展，志工補充博物館人力的不足，協助博物館運作。博物館志工經常在展場第一線服務，介於觀眾與博物館之間。志願服務有著自發性投入、以輔助性事務為主的特點，而運用單位則有管理之需，專業能力的要求，兩者在預設上存在著矛盾。一般志願服務中，運用單位若為嚴謹的科層組織，而志工有著較高的自主性雙方則容易產生衝突。博物館為一科層組織，志工參與公共教育性質濃厚的文化事務，也有著較高的自主性，因此本研究選定彩虹博物館作為研究田野，從雙方於志願服務關係的投入動機、期待出發，論述雙方差異性使得志願服務關係存有不穩定的特性。然而志願服務關係中的差異性卻沒有使得博物館志願服務關係瓦解，仍然運作至今，因此欲探討博物館館方和志工的志願服務關係有著什麼特性，這些特性何以維繫博物館的志願服務關係。研究中發現人情經營和制度性規範為維繫博物館志願服務關係的重要方式，人情經營符合志工對於志願服務關係的期待，制度性規範則符合館方的管理需求，雙方均有意無意地使用人情經營和制度性規範維繫博物館志願服務關係。最後，探討博物館中的志工組織，志工隊介於博物館館方和志工之間，協助博物館志願服務的運作。志工隊體現了上述人情管理和制度性規範的特性，從志工隊的幹部選舉、幹部角色可以看見人情經營和制度性規範如何於博物館志願服務關係中運作。人情經營和制度性規範代表著雙方對於志願服務關係的不同想像，雙方取得平衡的結果，也是維繫博物館志願服務的重要方式。 / Volunteer service in museums has developed in early stage in Taiwan. The volunteers have not only provided museums with sufficient human resources, but also have assisted museums to operate successfully. It is the volunteer that offers the front-line service in museums, and interacts with audience and museums. While museums have the demand of administration and profession, volunteer service have the characteristics of voluntary involvement and assistant works. Therefore, there are several contradictions between the volunteers and museums. In general condition, if the museum is a well-organized bureaucracy, and the volunteers have the strong autonomy, the conflicts between both of them would be much higher. This study takes Rainbow Museum as an example, starting from the motivations and expectations of the volunteers and museums when they join museum volunteer service. Second, it illustrates the differences that contribute to the unstable relationship between the volunteers and museums. Despite of these differences, the volunteer service in museums still exists today. In consequence, this study would like to discuss the features of museum volunteer service, and the ways to maintain this relationship. We find out that association development and formal regulation are two important ways to maintain museum voluntary relationship. While association development meets the expectations of volunteers, formal regulation reaches the demand of museum administration. Both museums and the volunteers would use these two ways intentionally or unintentionally to maintain voluntary relationship. In the end, the study moves on to explain the museum volunteer team, which connects with museums and volunteers. Volunteer team has helped museums to operate successfully, and has also presented fully about the characteristics of association development and formal regulation. From member election of volunteer team to roles of members, it all shows the coordinating operation of association development and formal regulation. In short, association development and formal regulation not only represent different images of museum volunteer service, but also are two important ways to maintain balanced relationship between museums and volunteers.