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題 名 | 從服務態度管理看《論語》仁本思想的實踐--以兩家老人安養中心為例=A Study of Practicing the Thought of Humaneness in the Confucian Bible, from the Perspective of Service Attitude Management: The Example of Two Eldercare Homes |
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作 者 | 畢威寧; 詹定宇; | 書刊名 | 臺北市立師範學院學報. 人文藝術類社會科學類科學教育類 |
卷 期 | 35:2 民93.09 |
頁 次 | 頁179-200 |
分類號 | 496.7 |
關鍵詞 | 服務態度; 仁本思想; 老人安養; Service attitude; Thought of humaneness; Eldercare; |
語 文 | 中文(Chinese) |
中文摘要 | 服務態度的管理,就是從人性面著手的管理。基於仁是我國文化本體之認識,因而本研究擬以兩家老人安養中心為例去探索《論語》仁本思想與服務態度管理兩者之間的關係,進行推論成後續研究的命題。研究結果發現:(一)服務態度管理之理念與作為,與論語仁本思想確有密切之關係;(二)服務態度優良之老人安養機構,大多著力於服務態度之精進與仁本理念之實踐;(三)服務人員能經由其仁性的自覺及仁者恕的胸懷,激發角色認知及自主管理,並發揮同理心,然有時因「被服務者」個人之差異化及「服務者」之情緒化而造成行仁不足之處;(四)領導者能秉「仁者,安人」之理念,鼓勵、關懷員工及住民,努力營造家庭溫馨及快樂氣氛的組織文化,但會因因服均質、機構整體目標的考量而造成仁本理念實踐的困擾;(五)服態度之導正、考評、宜秉「人性向善」之仁植信條,採正面激勵及鼓勵服償為宜;(六)領導者能發揮仁者堅強毅力、「永恆奮進」的精神,長期堅持推動服務態度的精進,並能以身作則,以收示範之效。 |
英文摘要 | The management of service attitude is to manage things from the humanity side. Knowing the Confucius’ thought of “A person must be humane” is the most essential part of Chinese culture, this research focuses on exploring the relationship between the thought of humaneness and service attitude management thought case studying of two eldercare homes, so as to lead to hypothesis. The result shows that: (1)the concept and action of service attitude management are closely connected with the thought of humanness mentioned in the Confucian Bible, (2)Most the eldercare homes with excellent service attitude are absorbed in the promotion of service attitude and practice of the humaneness, (3)Service personnel can develop empathy through self-awareness of the humaneness, and the bosom of humaneness owing to the sentiment of service people and the personnel difference of the person who is serviced, (4)A leader should hold the understanding of “A humane person finds comfort in being humane” in hand, so as to encourage, and care for the employee, and also crate an organizational culture with the harmony of the family and happy atmospheres, (5)The guidance and checking in service attitude should be positive incentive and encouragement under that rules of humanity, (6)A leader should develop strong stamina and spirits of diligence, continuously insist to improve the service attitude and also set himself as an example. |
本系統中英文摘要資訊取自各篇刊載內容。