隨著社會的進步，文明與經濟的發展，人們越來越重視社會責任、社會公益，並且追求社會福利的發展，其中除了政府扮演重要的角色外，非營利事業組織也扮演了相當重要的角色。非營利事業組織的經營不以營利為目標，在面對有限的資源下，非營利事業組織是以志工為其重要的人力資源，志工往往也是非營利事業組織面對受助者的第一線人員，而志工是來自社會各個階層並擁有各種能力的人力資源，加上近年來參與志工的人數持續增加，這顯示非營利事業組織對於志工的選擇相對的增加了，非營利事業組織應該要更加重視其志工的能力，期望透過志工對於受助者提供更好品質與效率的服務，來獲得社會大眾、企業、政府的認同與支持，進而提升其獲得資源的機會，讓非營利事業組織能提供更多更好的服務，並且追求永續的經營。
    本研究之研究目的有三：
一、探討志工人力資本之能力與志工效能的關係。
二、探討志工組織承諾、組織公民行為是否會影響志工人力資本之能力與其效能間的關係。
三、探討志工教育訓練是否會影響志工人力資本之能力與其效能間的關係。
    本研究是以台北地區非營利事業組織的志工為研究對象，包括了台灣世界展望會、伊甸社會基金會、中華基督教救助協會等等。本研究是以志工人力資本之能力為自變項，志工效能為依變項，而以組織承諾、組織公民行為、教育訓練為干擾變項來探討，並且以相關與迴歸分析來驗證。
    研究結果顯示志工人力資本之能力對志工效能的表現有顯著正向的影響；志工的組織承諾與教育訓練對志工人力資本之能力與志工效能表現之關係具有顯著的干擾效果，而志工的組織公民行為對志工人力資本之能力與志工效能表現之關係並無顯著之干擾效果。

With the progress of society and the development of civilization and economy, people take more and more importance on the social responsibility and the social public- welfare, and pursue the development of the social welfare. In this situation, nonprofit organizations also play a very important role besides organization. Nonprofit organizations do not aim at making a profit and take volunteers as their important human resources under limited resources. Volunteers are often the first-line staff to face people who needed to help. These volunteers are important human resources who possess various abilities and come from all levels of society. Recently more and more people are engaged in volunteer activities. This indicates that the choice of nonprofit organizations for volunteers is increasing. Nonprofit organizations should take more importance on the abilities of volunteers and expect volunteers to provide high-quality and efficient services in order to gain the acceptance and the support from community, enterprises, and organization. This will make nonprofit organizations have more chances to gain resources, provide more high-quality services, and pursue sustainable management.
    The main objectives of this research are as follows: First, to discuss the relation between the competency of volunteer human capital and the effectiveness of the volunteer. Second, to discuss whether will the organization commitment and the organizational citizenship behavior of the volunteer have an influence on the relation between the competency of volunteer human capital and the effectiveness of the volunteer? Third, to discuss whether will the education and the training of the volunteer have an influence on the relation between the competency of volunteer human capital and the efficiency of the volunteer?
    In this study, we take volunteers who working in Taipei as samples. Independent variable is the competency of volunteer human capital and dependent variable is the effectiveness of the volunteer. Organization commitment, organizational citizenship behavior, and Education & Training are moderator variables. We use  related analysis and regression analysis to testify.
    The result appeals that the competency of volunteer human capital has a significantly positive effect on the effectiveness of the volunteer. The organization commitment of the volunteer and the education and the training of the volunteer have a significantly moderating effect on the relation between the competency of volunteer human capital and the effectiveness of the volunteer but the organizational citizenship behavior of the volunteer do not.

目錄
目錄.......................................................i
表目錄...................................................iii
圖目錄.....................................................v
第一章 緒論................................................1
    第一節 研究背景........................................1
    第二節 研究動機........................................4
    第三節 研究目的........................................7
第二章 文獻討..............................................8
    第一節 人力資本........................................8
    第二節 員工效能.......................................16
    第三節 組織承諾與組織公民行為.........................23
    第四節 教育訓練.......................................29
    第五節 各變數間的相關研究.............................31
第三章 研究方法...........................................36
    第一節 研究對象.......................................36
    第二節 研究架構.......................................37
    第三節 變數之操作性定義...............................38
    第四節 研究假設.......................................41
    第五節 資料分析方法...................................43
    第六節 問卷設計.......................................44
第四章 研究結果...........................................46
    第一節 信效度與因素分析...............................46
    第二節 人口統計與研究變項的敘述性統計分析.............53
    第三節 相關分析.......................................57
    第四節 迴歸分析.......................................61
    第五節 驗證假設結果...................................66
第五章 結論與建議.........................................68
    第一節 研究結論與建議.................................68
    第二節 研究限制與後續研究建議.........................71
參考文獻..................................................74
附錄問卷..................................................83

表目錄
表2-1-1　人力資本之定義與內涵.............................11
表2-2-1　工作滿足之定義...................................17
表2-2-2  工作績效之定義...................................20
表2-3-1  組織承諾之定義...................................23
表2-3-2  組織公民行為之定義...............................26
表2-4-1  教育訓練之定義...................................30
表2-5-1  各變數之相關研究.................................34
表4-1-1  人力資本構面之因素分析與信度分析.................47
表4-1-2  員工效能構面之因素分析與信度分析.................48
表4-1-3  組織承諾構面之因素分析與信度分析.................50
表4-1-4  組織公民行為構面之因素分析與信度分析.............51
表4-1-5  教育訓練構面之因素分析與信度分析.................52
表4-2-1  人口統計敘述性分析...............................54
表4-2-2  人力資本敘述性統計分析...........................55
表4-2-3  員工效能敘述統計分析.............................55
表4-2-4  組織承諾敘述統計分析.............................56
表4-2-5  組織公民行為敘述統計分析.........................56
表4-2-6  教育訓練敘述統計分析.............................56
表4-3-1  人力資本與員工效能之相關分析.....................57
表4-3-2  組織承諾與員工效能之相關分析.....................58
表4-3-3  組織公民行為與員工效能之相關分析.................59
表4-3-4  教育訓練與員工效能之相關分析.....................59
表4-3-5  整體構面之相關分析...............................60
表4-4-1  人力資本與員工效能之迴歸分析.....................61
表4-4-2  管理能力與員工效能之迴歸分析.....................62
表4-4-3  人際能力與員工效能之迴歸分析.....................62
表4-4-4  組織承諾對人力資本與員工效能關係之層級迴歸分析...63
表4-4-5  留職承諾對人力資本員工效能關係之層級迴歸分析.....63
表4-4-6  努力承諾對人力資本員工效能關係之層級迴歸分析.....64
表4-4-7  組織公民行為對人力資本員工效能關係之層級迴歸分析.65
表4-4-8  教育訓練對人力資本與員工效能關係之層級迴歸分析...66

圖目錄
圖3-2-1　研究架構.........................................37

一、中文部分
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王瓊慧(2003)，「組織與品牌認定、認同及員工效能之關係─以國內休閒服飾零售業賣場人員為對象」，國立中山大學人力資源管理研究所碩士論文。
司徒達賢(1999)，非營利組織的經營管理，台北：天下文化。
任金剛(1996)，「組織文化、組織氣候及員工效能：一項微觀的探討」，國立台灣大學商學所博士論文。
吳宏志(2007)，「人力資本彈性與組織資本對組織創新績效的影響─以知識產業為例」，國立中山大學碩士論文。
吳幸娟(2004)，「醫療志工教育訓練認知與組織承諾之相關性研究-以南區四家醫學中心為例」，東海大學碩士論文。
吳啟瑜(2001)，「員工教育訓練時數與其工作績效之相關研究--以某半導體封裝測試公司為例」，義守大學碩士論文。
呂建億(2006)，「以策略性人力資源發展觀點探討非營利組織志工之教育訓練」，南台科技大學碩士論文。
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林淑姬(1992)，「薪酬公平，程序公平與組織承諾、組織公民行為關係之研究」，政治大學企業管理研究所博士論文。
林鈺棽(1992)。「以組織承諾及工作滿足為實徵切入分析組織公民行為與員工工作考績之結構模式比較」。人力資源管理學報，2003年。
美商宏智國際顧問有限公司(DDI)著，2000人力資源培訓專刊，美商宏智國際顧問有限公司，2000年。
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張文菁(2001)，「企業特性、人力資本、產業環境與組織績效之相關性研究」，國立中山大學碩士論文。
張庭嘉(2004)，「非營利組織的教育訓練與領導對志工的工作投入與組織承諾的影響－以E社會福利基金會為例」，國立中興大學碩士論文。
張春興(1989)，現代心理學，華泰書局。
許士軍(1977)，工作滿足、個人特徵與組織氣候-文獻檢討及實證研究，國立政治大學學報，35期，第13-56頁。
許景貞(2004)，「工作滿足、組織承諾、工作績效與離職意圖關係之研究」，國立台灣科技大學碩士論文。
莊佩諭(2008)，「海外派遣人員之人格特質、組織支援、海外適應性與工作績效間關係之研究」，逢甲大學碩士論文。
康裕民(2000)，「台灣壽險業外勤教育訓練對業務人員學習型態與自評成效之研究」，逢甲大學碩士論文。
陳志豪（1999），「業務人員職能需求分析－以某壽險公司為例」，國立中央大學碩士論文。
陳俊元(2006)，「組織變革認知、組織溝通、工作滿足與組織承諾之研究」，國立中山大學碩士論文。
陳威有(2003)，「外派大陸人員海外適應力對員工工作績效之影響」，大業大學碩士論文。
陳燕華(2005)，「組織變革認知與組織公民行為對工作績效影響之研究─以空軍後勤維修部隊為例」，南華大學碩士論文。
陳韻琁(2005)，「領導風格、組織公民行為與業務人員績效表現關係之研究─以沛華集團為例」，國立台灣海洋大學碩士論文。
郭怡君(2004)，「組織公民行為與組織效能之關係及其相關調節變數之研究」，國立成功大學碩士論文。
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曾騰光(1997)，對志願工作者督導管理之探討，中國社會工作教育期刊，第2期。
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蔡天生(2000)，「非營利組織志工人力資源管理之研究─以管理滿意度與組織承諾為研究變數」，國立中山大學碩士論文。
趙志明(2004)，「人力資本、知識工作者管理對創新績效影響之相關性研究－以生物技術產業為例」，國立中山大學碩士論文。
樓欣美(2003)，「員工變革認知、人格特質對工作態度之影響─以教育訓練為干擾變項」，國立中山大學碩士論文。
謝文里(2006)，「組織變革態度對組織承諾與工作滿意度間關係之干擾效應─以華人地區非營利事業組織員工為例」，大葉大學碩士論文。
謝安田(1982)，人事管理，作者自行印製。
謝慶鎰(2003)，「組織政治知覺對組織承諾、工作績效、組織公民行為的影響–公民營企業成員的比較分析」，國立中山大學碩士論文。
鐘友健(2002)，「壽險業務人員行銷績效及其教育訓練相關性之研究」，逢甲大學碩士論文。

二、英文部分
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