• 研究生：林家慧
• 論文名稱：職能培訓對於員工與組織間建立信任與承諾關係之影響：以北基宜花地區的就業中心為例
• 指導教授：田畠真弓
• 關鍵字：就業服務、社會交換、情緒勞動、組織信任

• 論文中文摘要

過去公立就業服務機構大多為辦理行政作業，然而自2012年開始，就業服務員不僅僅只是完成行政作業，希望轉變為個案管理員。透過固定專人服務，與求職者建立長期信賴及陪伴的關係，協助求職者儘速重返職場。
然而為了組織轉型的教育訓練對於已經身在職場的就業服務員來說，究竟是「心甘情願」抑或是「萬般無奈」？有些人覺得這是提升自我、增進職能的一次機會，並且在過程中認同組織目標，進而發展組織承諾；又或者有些人覺得這是組織所給予的壓力，工作過程中就業服務員被要求隱藏自己的情緒，而耗竭心力，但為了保有自己的飯碗而無法拒絕，被迫接受一連串的教育訓練。
本研究係採質性研究的參與觀察法及深度訪談法，藉由深度訪談就業服務員對於就業諮詢職能培訓過程的看法、經驗及對組織的影響。並以社會交換理論的觀點，試圖瞭解就業服務員與組織之間的互動模式、信任關係建立的因素，或是影響就業服務員選擇與組織「理性交易」的原因。
研究結果顯示，組織提供職能培訓制度，使就業服務員產生組織信任與組織承諾的機制，進而提升工作投入程度，確實能為求職者帶來更客製化的服務。然而在本研究中亦發現，面對薪資待遇不公平、情緒勞動的耗竭及追逐工作績效的就業服務工作場域中，也成為了影響部分就業服務員選擇不願意積極的投入工作因素。

• 論文英文摘要

In the past, public employment service agencies mostly handled administrative tasks; employment specialist mainly dealt with paper work. However, since 2012, the employment specialist were not only asked for administrative tasks, but expected to become case managers. Through fixed and dedicated services, the agencies look forward to establishing a long-term trusted companionship with the unemployed, and assist the unemployed to return to the workplace as soon as possible.
Agencies held OJT for organizational transformation, however, employment specialist’s willingness was never considered. Are they “willing” or “helpless”? Some of them think this is an opportunity to improve themselves and enhance their functions, and in the process they agree with the goals of the organization, and then develop organizational commitments; while some might take it as pressure from the organization, which includes hiding their own emotion at work to keep their job, and are unable to refuse accepting a series of training.
This research adopts the participation observation method and in-depth interview method of qualitative research to collect employment specialists’ viewpoint on the experience of OJT process and how OJT impact employment counseling. From the perspective of social exchange theory, I try to understand the interaction mode between the employment specialist and the organization, the factors that establish the trust relationship, and the reasons that influence the employment specialist to choose "rational transactions".
The research results show that the provision of OJT by organizations enables employment specialist to generate trust and commitment toward the organization, and to increase work involvement, which at last leads to more customized services for the unemployed. However, this study also found that unfair salary system, emotional labor and overloading work performance indicates are also factors that affect the unwillingness of a certain part of employment specialists to actively engage in work.