[{"data":1,"prerenderedAt":48},["ShallowReactive",2],{"q-sw-109-1-social-work-management-026":3},{"subject":4,"subjectSlug":5,"subjectFullName":4,"question":6,"related":23},"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":10},"sw-109-1-社會工作管理-026","sw-109-1-social-work-management-026",109,1,true,26,"社會服務品質要素中的確保性（Assurance）其意涵為何？",{"A":15,"B":16,"C":17,"D":18},"能力、禮貌、信譽、安全","提供即時服務的意願","服務的接近性","個別化的關懷與服務","A",null,[],"本題考點是 PZB(Parasuraman, Zeithaml, Berry)服務品質模式中「確保性」的意涵。依 SERVQUAL 五構面,確保性(Assurance)是由早期十構面中的能力(competence)、禮貌(courtesy)、信譽\u002F可信(credibility)與安全(security)整併而成,指服務人員的專業知能與態度能讓顧客感到信任與安心,故選 A。B「提供即時服務的意願」是反應性(Responsiveness)的定義,強調樂於且迅速協助。C「服務的接近性」屬可近性(Access),是早期十構面之一,後併入其他構面,非確保性。D「個別化的關懷與服務」是同理心(Empathy)的意涵,強調對顧客的個別關注。四者分屬不同構面,只有 A 完整對應確保性的四元素。",[24,28,32,36,40,44],{"webId":25,"stem":26,"number":27,"year":9,"session":10},"sw-109-1-social-work-management-025","社會服務機構發生重大違規事件，引發社會關注且無法依主管單位要求於特定時間內，完成內部深入的調查報告；你是事件機構的院長，下列處理觀點何者正確？",25,{"webId":29,"stem":30,"number":31,"year":9,"session":10},"sw-109-1-social-work-management-027","有關 Pfeffer & Coote（1991）對於福利體系的品質民主觀點，何者錯誤？",27,{"webId":33,"stem":34,"number":35,"year":9,"session":10},"sw-109-1-social-work-management-024","就有效時間管理而言，運用義大利經濟學家 Vilfredo Pareto 所提出的「80／20 原則」，係屬下列那項策略？",24,{"webId":37,"stem":38,"number":39,"year":9,"session":10},"sw-109-1-social-work-management-028","某日間照顧中心下午載送老人返家交通車上，因接獲家屬來電要求，將該老人轉送至另外指定地點，這樣的服務符合下列那項品質要素？",28,{"webId":41,"stem":42,"number":43,"year":9,"session":10},"sw-109-1-social-work-management-023","若機構藉由將許多小型任務合併成一個較大型的工作，讓工作更具多樣化與趣味性，以預防及減少社工因工作而可能衍生的倦怠感，此作法稱為：",23,{"webId":45,"stem":46,"number":47,"year":9,"session":10},"sw-109-1-social-work-management-029","有關於社會服務的品質界定敘述，下列何者錯誤？",29,1787299253515]