【正文】 譯文 ： 對社會工作者的工作滿意度關(guān)系的影響與客戶 梅勒和耶路撒冷、以色列希伯來大學(xué)的麥克羅 說明： 作為至少上個世紀(jì)西方民主 的 特征，從工業(yè)到服務(wù)經(jīng)濟的逐步轉(zhuǎn)變。至少從工業(yè)革命開始已經(jīng)嘗試去獲得更大的 生產(chǎn)力要么通過引進先進的技術(shù)，要么讓工人工作更長時間，更努力工作或者兩者皆有。結(jié)果，現(xiàn)在越來越多的共識認為，除非在短期孤立事件的情況下，在工業(yè)環(huán)境中，滿意度和生產(chǎn)力上沒有可靠，功能性的關(guān)聯(lián)。在美國， 1973年和 1980年之間新發(fā)展 的工作崗位， 70%是屬于服務(wù)行業(yè)。 方法論 假設(shè) 雖然研究社會工作者的工作滿意度對提供的總體服務(wù)的影響力可能會是理想的，程序中的條款和最終結(jié)果以及社會工作實 踐的本質(zhì)使得這個研究變得異常困難并且結(jié)果是有問題的。這是為什么要決定將此研究的主要部分集中在工人的工作滿意度及和顧客的關(guān)系之間的聯(lián)系。然而，正如 托馬斯 和 茲納涅茨基 在很多年前提出的，被視為真的事情他們的結(jié)果才是真的。 20位已婚， 7位離婚， 6位寡婦，他們與這機構(gòu)打交道的時間從兩個月到 5年不等，平均 21個月。 不幸的是，普遍的誤解和（或誤用的保密觀念的工人無法探測與客戶個人的關(guān)系研究，這是加倍的事實， 更 不幸的是，工人和機構(gòu)的擔(dān)憂似乎毫無根據(jù)的。在治療過程中， 工人很少征求 顧客對結(jié)果的反饋他們的干預(yù)。 這些機構(gòu)包括一個精神康復(fù)中心，一所精神病醫(yī)院，一家研究藥物濫用的機構(gòu)，一個為處于困境女性提供服務(wù)的中心和一家市社會福利機構(gòu)，每家機構(gòu)參與這項研究的工作人員人數(shù)從 5名到 10名不等，客戶選樣包括 39名受訪者?？蛻艨偸菑娬{(diào)薄弱環(huán)節(jié)而工作者注重強度。然而，工人 創(chuàng)建及和客戶保持關(guān)系，關(guān)系是溫和的，積極的，接受的并且是支持的。然而，如果社會工作者的個人感受和他們提供的服務(wù)質(zhì)量之間沒有聯(lián)系，那么正如 吉利肯 提出的，提升工作環(huán)境來使工作者更滿足于他們自己的工作（也就是提高了工作生活的質(zhì)量）。在瑞典，從事服務(wù)工作的比例從 1965年的 45%到 1976年上升到 59%。 但是，早在 1955 年就有一些反對的呼聲關(guān)注滿意度和工作模式之間的聯(lián)系【 13】， 1970 年代這種在研究者中的懷疑被認為越來越合理。研究報告就是關(guān)于這個問題。 attitudes than the social workers themselves are about the quality of their relations with the clients. On the other hand, workers are more positive about the agencies39。 mental hospital。 voice must be heard. To base findings concerning social workers39。 personalities and motivations, all have traditionally made evaluations of social work practice an area of considerable difficulty and disagreement. Consequently, it was decided to concentrate on that area of practice which, it was felt, is pletely within the petence of the social worker — . the relationship with the client. The job satisfactions felt by social workers can have little effect on the resources available to the agency,in the neighbourhood, or in society。s problems and needs through the use of a helping relationship on the other. Using this model, it is clear that the overwhelming majority of research studies into work attitudes, patterns, influences, productivity and so forth, have been towards the materialsaltering, or industrial, end of the continuum. Comparatively little of this type of research has been done in the service sector as a whole, and even less near that end of the continuum referred to as the human services[2]. The research which has been done in the services has suffered from use of instruments devised for industrial settings[3], which ignore important differences between work in the service sector and that in industry, including, for example, differences in the very concept of productivity[4,5].Despite a widespread assumption in the industrial sector that satisfaction and productivity are linked — and consequent focus on ways of increasing workers39。s hierarchy of human needs[11] was invoked to postulate that people worked better if their higher order needs were being met. Hence, the great bulk of research concerning productivity in industry sought theories and methods of increasing worker satisfactions as a way to increase productivity. In 1976 Locke located over 3,000 such published studies[12], and if one takes into consideration the unpublished studies, and those which have taken place in the intervening ten years — published and unpublished — there have probably been about 10,000 such studies, plus or minus a few thousand. However, as early as 1955 there were some dissenting voices concerning the connection between satisfaction and work patterns[13], and i n the 1970s such scepticism among researchers was found to be increasingly justified. When th