心理健康服务人员胜任特征与服务满意度的关系*

心理与行为研究 ›› 2014, Vol. 12 ›› Issue (5): 665-670.

心理健康服务人员胜任特征与服务满意度的关系^*

张爱莲，黄希庭

山东理工大学心理科学系,淄博 255049
西南大学心理学部,重庆 400715

收稿日期:2013-08-02 出版日期:2014-09-20 发布日期:2014-12-19
通讯作者: 黄希庭,男,西南大学心理学部教授,博士生导师。E-mail:xthuang@swu.edu.cn。
作者简介:张爱莲,女,山东理工大学心理科学系副教授,博士。
基金资助:
教育部哲学社会科学研究重大课题攻关项目“中国心理健康服务体系现状及对策研究”(项目编号:05JZD00031)

The Relationship Between Competencies of Mental Health Service Providers and Service Satisfaction

Zhang Ailian¹, Huang Xiting²

1 Department of Psychological Science, Shandong University of Technology, Zibo 255049, China;
2 School of Psychology, Southwest University, Chongqing 400715, China

Received:2013-08-02 Online:2014-09-20 Published:2014-12-19

摘要/Abstract

摘要： 为考察心理健康服务人员胜任特征与服务双方满意度的关系,对分布于不同机构的心理健康服务人员及其来访者进行问卷调查。结果表明:心理健康服务人员胜任特征总分与自身服务满意度、来访者满意度均呈正相关,与自身服务满意度相关达到显著水平。胜任特征高分组心理健康服务人员自身服务满意度显著高于低分组自身服务满意度。与心理健康服务人员自身服务满意度显著相关的胜任特征条目,多数与知识、技能有关；与来访者满意度显著相关的胜任特征条目,均为来访者能感受到的与咨询关系建立有关的条目。

关键词: 心理健康服务人员, 胜任特征, 服务满意度

Abstract: To investigate the relationship between competencies of mental health service providers and service satisfaction, some mental health service providers and their clients were surveyed. The results showed that the total points of mental health service providers’ competencies were positively correlated with their own service satisfaction and client satisfaction, and the relation with their own service satisfaction reached the significant level. The mental health service providers that got high score in competency had a significantly higher own service satisfaction than the low score group did. Most of the competency items significantly related with mental health service providers’ own service satisfaction were associated with knowledge and skills. All of the competency items significantly related with client satisfaction were associated with counseling relationship.

Key words: mental health services providers, competency, service satisfaction

中图分类号:

B8491

张爱莲，黄希庭. 心理健康服务人员胜任特征与服务满意度的关系^*[J]. 心理与行为研究, 2014, 12(5): 665-670.

Zhang Ailian, Huang Xiting. The Relationship Between Competencies of Mental Health Service Providers and Service Satisfaction[J]. Studies of Psychology and Behavior, 2014, 12(5): 665-670.

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