[{"data":1,"prerenderedAt":49},["ShallowReactive",2],{"q-sw-108-2-social-work-management-025":3},{"subject":4,"subjectSlug":5,"subjectFullName":4,"question":6,"related":24},"社會工作管理","social-work-management",{"id":7,"webId":8,"year":9,"session":10,"subject":4,"legacy":11,"number":12,"stem":13,"options":14,"answer":19,"answerNote":20,"images":21,"lawTimestamp":9,"explanation":22,"freq":23},"sw-108-2-社會工作管理-025","sw-108-2-social-work-management-025",108,2,true,25,"服務人員領會服務對象的特定需求，並提供個別化而非定型的關懷與服務，係屬下列那一種社會服務品質的要素？",{"A":15,"B":16,"C":17,"D":18},"保證性（assurance）","同理心（empathy）","公平性（equity）","可近性（accessibility）","B",null,[],"本題考點為 SERVQUAL 服務品質五構面中的「同理心(empathy)」。領會服務對象的特定需求、提供個別化而非定型的關懷,正是 empathy 構面的定義(對顧客的個別關注),故選 B。A 保證性(assurance)指員工的專業知能與可信賴,使顧客安心。C 公平性(equity)指服務資源分配的公正對待。D 可近性(accessibility)指服務在地理或時間上容易接觸取得。三者皆非題幹強調的「個別化關懷」。",1,[25,29,33,37,41,45],{"webId":26,"stem":27,"number":28,"year":9,"session":10},"sw-108-2-social-work-management-024","危機可能對組織造成威脅，但若做出妥適的處理決策，能化危機為轉機。這是指危機的那一種特性？",24,{"webId":30,"stem":31,"number":32,"year":9,"session":10},"sw-108-2-social-work-management-026","目標管理（management by objective, MBO）所具備的特性，下列敘述何者錯誤？",26,{"webId":34,"stem":35,"number":36,"year":9,"session":10},"sw-108-2-social-work-management-023","時間管理中若能妥善地運用優先次序排列表，便可能產生「80\u002F20 原則」，下列敘述何者正確？",23,{"webId":38,"stem":39,"number":40,"year":9,"session":10},"sw-108-2-social-work-management-027","社區化老人福利服務方案計畫當中，強調所提供的服務能夠彈性並適時回應個別使用者的需求與偏好，係屬服務品質的何種要素？",27,{"webId":42,"stem":43,"number":44,"year":9,"session":10},"sw-108-2-social-work-management-022","社會服務機構組織中有一些與工作有關的壓力，例如兒童保護，需快速地或在缺乏完整訊息下做決策，這是屬於下列何種組織因素的壓力？",22,{"webId":46,"stem":47,"number":48,"year":9,"session":10},"sw-108-2-social-work-management-028","以成效（effectiveness）為導向的方案評估強調評估前應有充分準備，且進行評估時應包括數個主要步驟，其順序應為：",28,1787299251142]