Volunteers' Service Network in Nonprofit Institutions: A Case Study of Tzu Chi

探討非營利組織的志工網絡：以慈濟為例

朱曉潔(Hsiao-Chieh Chu)；王俊程(Jyun-Cheng Wang)

非營利組織 ； 志工 ； 服務 ； 網絡 ； Nonprofit ； Volunteer ； Service ； Network

輔仁管理評論

20卷1期（2013 / 01 / 01）

23 - 40

英文

近年來，非營利組織日漸趨升。非營利組織在志工服務上的動員能力的成效驚人。營利組織試圖學習非營利組織如何有效的提供社會服務，以及如何建立志工的凝聚力與忠誠度。營利組織可以將非營利組織的動員概念轉向將企業內部作為提升員工積極參與企業活動的參考典範。非營利組織一向以組織目標為中心思想；不同於營利組織為公司營收為最大考量。本研究將以探討非營利組織動員能力的根源，分析哪些因素構成非營利組織的志工網絡串聯。本研究將以非營利組織慈濟基金會作為個案分析。透過質性研究的參與觀察與深度訪談進行探討，敘述慈濟如何動員志工參與活動；再者，觀察慈濟的志工網絡，彼此如何溝通聯繫。研究期間的觀察與訪談發現慈濟將服務大眾，拯救社會，變成任何志工都能參與的活動，每一位參與慈濟的志工，都相信自己可以改變世界，慈濟人把每一個服務做到盡善盡美。慈濟有效 動員志工，建立在完善的資訊傳遞與創新的組織架構，透過慈濟的人文管理，與組織文化，深刻影響了慈濟志工，使得慈濟的志工網絡緊密，影響組織日漸擴大。

This paper examines the factors determining the closeness of the network in a nonprofit organization. Using Tzu Chi as a case study, we examined how nonprofits mobilize volunteers and strengthen their networks. In recent years, nonprofit organizations are gaining sophistication. Their ability to motivate and mobilize a large number of people in a cohesive manner is incredible considering nonprofits do not pay their volunteers. As a result, for profit organizations sometimes look to nonprofits as a source of inspiration in how to build team cohesion and strong community within the organization. The concept of mobilization is especially useful for enterprises as companies seek to enhance their staff's motivation and participation. Nonprofits are driven mainly by a central idea while for-profit companies must take revenue and profits into considerations. This study focuses on understanding nonprofits' ability to mobilize, how organizations build tight networks, and the factors that influence the mobilization capacity of nonprofits. This study uses Tzu Chi as a case study and gathers participant observation and in-depth interviews. These qualitative data depicts how Tzu Chi mobilizes volunteers in activities, Tzu Chi's volunteer network, and how the volunteers communicate with each other. The observation and interviews found that Tzu Chi main goals are to serve the public and save the society. Volunteers are given the opportunity to get involved and believe they can change the world for the better. Tzu Chi's effective mobilization of volunteers' stems from the effective organizational structure that facilitates information transfer and innovation. Tzu Chi's management culture and organizational culture has a profound impact on the volunteers, and the closeness of volunteers network allows the organization to continuously expand.

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