[{"data":1,"prerenderedAt":48},["ShallowReactive",2],{"q-sw-110-1-social-work-management-009":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-110-1-社會工作管理-009","sw-110-1-social-work-management-009",110,1,true,9,"有關社會服務「品質要素」的敘述，下列何者錯誤？",{"A":15,"B":16,"C":17,"D":18},"工作人員對服務對象有禮貌，抱著尊重體貼態度是保證性（assurance）","服務易於被取得，距離近便是可近性（accessibility）","工作人員領會服務對象需求，提供個別化關懷服務是同理心（empathy）","以簡單語言告知服務使用者有關服務的訊息是可靠性（reliability）","D",null,[],"本題考點在於服務品質構面(SERVQUAL 及其延伸)的正確配對。依 Parasuraman 等人的服務品質要素：保證性(assurance)指員工的禮貌、尊重與使人信賴的能力，A 正確；可近性(accessibility)指服務易於接近、地點便利，B 正確；同理心(empathy)指領會並個別化回應服務對象需求，C 正確。可靠性(reliability)的定義是「可靠且正確地履行所承諾的服務」，而 D 描述的「以簡單語言告知服務訊息」屬於溝通性(communication)構面，與可靠性配對錯誤，故選 D。",[24,28,32,36,40,44],{"webId":25,"stem":26,"number":27,"year":9,"session":10},"sw-110-1-social-work-management-008","社會服務方案的績效管理，有關於成果目標的具體（specific）是重要的，撰寫目標時應採用能使情境產生可觀察變化的敘述，以下用詞何者較不適當？",8,{"webId":29,"stem":30,"number":31,"year":9,"session":10},"sw-110-1-social-work-management-010","為某一特定任務而組成的團隊，其成員係建立在個人的專門技能和經驗，係屬於下列那一類的工作團隊？",10,{"webId":33,"stem":34,"number":35,"year":9,"session":10},"sw-110-1-social-work-management-007","組織若決定要引進績效管理以提升效能時，需具備的認知和態度，何者錯誤？",7,{"webId":37,"stem":38,"number":39,"year":9,"session":10},"sw-110-1-social-work-management-011","契約委外之經費的取得已成為社福機構重要的財源之一，相較於非社會服務，有關社會服務契約的特性，下列敘述何者錯誤？",11,{"webId":41,"stem":42,"number":43,"year":9,"session":10},"sw-110-1-social-work-management-006","危機管理對機構而言是重要的，對於危機特性的敘述，下列何者錯誤？",6,{"webId":45,"stem":46,"number":47,"year":9,"session":10},"sw-110-1-social-work-management-012","有關社會服務行銷的特徵，下列敘述何者錯誤？",12,1787299261494]