[{"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":10,"year":27,"session":10},"sw-106-1-social-work-management-001","請問以下 5 項：①明確分工 ②職位階層化 ③用人唯才 ④依法行政 ⑤公私劃分。那些是 Max Weber 所提「官僚體制」的特性？",106,{"webId":29,"stem":30,"number":31,"year":27,"session":10},"sw-106-1-social-work-management-002","試問非營利組織使命宣言（mission statement）應該包括下列那些內容？①宗旨 ②任務 ③價值觀 ④成功後的具體圖像",2,{"webId":33,"stem":34,"number":35,"year":27,"session":10},"sw-106-1-social-work-management-003","以下有關 Fred Fiedler 權變領導理論（contingency leadership theory）說明，何項有誤？",3,{"webId":37,"stem":38,"number":39,"year":27,"session":10},"sw-106-1-social-work-management-004","有關策略管理（strategic management）與策略規劃（strategic planning）的敘述，下列何者錯誤？",4,{"webId":41,"stem":42,"number":43,"year":27,"session":10},"sw-106-1-social-work-management-005","在方案需求評估中，個案問題（client problems）、個案需求（client needs）、問題成因（causes of problem），三者的邏輯順序為何？",5,{"webId":45,"stem":46,"number":47,"year":27,"session":10},"sw-106-1-social-work-management-006","組織識別系統應包含理念識別（Mind Identity）、行為識別（Behavior Identity）及視覺識別（Visual Identity）三者整合而成，下列何者屬於行為識別？",6,1784109483011]