公共服務動機對公務人員創新影響之研究：兼論情緒智力中介效果

The Impact of Public Service Motivation on the Innovation of Civil Servants: The Mediation Effect of Emotional Intelligence

在臺灣公務機關人力與財力有限且民眾要求日益增高的環境之下，公務人員需要有良好的公共服務動機才能有效做出創新的政策變革，並且也需要穩定的情緒才能應對各種的公共議題。過往公共服務動機研究雖然豐富，但是定義分歧導致學術界與實務界對話困難，因此本研究在理論方面重新釐清公共服務動機定義，使其得與公務機關制度對接，並進一步探討其細緻內涵與公務人員創新之間的關係，亦探究情緒智力在兩者間之中介效果。本研究以全國分層隨機抽樣之公務人員作為問卷調查對象，發現公共服務動機對於創新有正向影響，且情緒智力具有部份中介效果。同時也發現，公務人員創新意願雖高但創新行動低落。創新發起集中於主管及官職等較高人員等情形，但並未如預期發現高公共服務動機造成情緒困擾情形。對此，本研究建議中央主管機關可透過加強型塑公務人員形象與社會地位、工作輪調等策略提升公務人員公共服務動機。亦可引入企業界工作圈措施以改善創新行動低落及創新僅由上而下的問題。最後，仍應落實員工協助方案以避免公務人員落入情緒困擾與為民服務品質下降之惡性循環。

Given that the government’s employees and budgets are limited and there is an increasing demand from citizens in Taiwan, public servants need to have good public service motivation to effectively make innovative policies, and also be emotionally stable to deal with various public issues. Although there have been many fruitful studies on public service motivation, the differences in definitions have led to difficulties in dialogue between academia and practice. Therefore, this study aims to theoretically clarify the definition of public service motivation and connect it with public institutions, and further explores the relationship between public service motivation and innovations in public servants the mediating effect of emotional intelligence between them. This study uses survey data on Taiwan public servants and finds that public service motivation has a positive impact on innovation. Moreover, emotional intelligence has a partial mediating effect. This study also demonstrates that although public servants have a high level of willingness to innovate, they have a low level of innovative action. Innovation initiation is concentrated on supervisors and high-level officials. However, contrary to the expectation of this study, high level of public service motivation does not cause emotional exhaustion. In light of the above findings, this study suggests that the central government can enhance public service motivation by strengthening social status of public servants and job rotation. “Working circle” strategies which are popular in the private sector can also be introduced to solve the problem of low innovation actions. Finally, employee assistance programs (EAP) should be implemented to avoid emotional exhaustion of public servants.