[{"data":1,"prerenderedAt":48},["ShallowReactive",2],{"q-sw-109-1-social-work-management-028":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-028","sw-109-1-social-work-management-028",109,1,true,28,"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？",{"A":15,"B":16,"C":17,"D":18},"同理心（empathy）","安全性（security）","人性化（humanness）","反應性（responsiveness）","D",null,[],"本題考點是以情境判斷服務品質構面所屬。日照中心接獲家屬臨時來電,立即依需求將老人改送指定地點,展現的是「樂於協助並迅速回應顧客即時需求」的能力,依 SERVQUAL 五構面,這正是反應性(Responsiveness)的定義,故選 D。A 同理心(empathy)是對顧客給予個別化的關懷與了解,題幹重點在「即時應變」而非情感關注。B 安全性(security)指免於危險、風險與疑慮,與臨時改點的迅速服務無直接關聯。C 人性化(humanness)強調以人為本的尊重態度,雖相關但未點出「即時回應變更需求」的核心。本題關鍵字是「立即依要求變更」,對應的品質要素即為反應性。",[24,28,32,36,40,44],{"webId":25,"stem":26,"number":27,"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":29,"stem":30,"number":31,"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,{"webId":33,"stem":34,"number":35,"year":9,"session":10},"sw-109-1-social-work-management-026","社會服務品質要素中的確保性（Assurance）其意涵為何？",26,{"webId":37,"stem":38,"number":39,"year":9,"session":10},"sw-109-1-social-work-management-030","目標導向績效管理中，規劃時必須考量問題與資源的狀況，係屬 SMART 中的那項原則？",30,{"webId":41,"stem":42,"number":43,"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":45,"stem":46,"number":47,"year":9,"session":10},"sw-109-1-social-work-management-031","有關社會服務機構績效指標（performance indicator）的敘述，下列何者錯誤？",31,1787299253524]