心理健康服务人员胜任特征与服务满意度的关系  

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

作　　者：张爱莲[1] 黄希庭[2] 

机构地区：[1]山东理工大学心理科学系,淄博255049 [2]西南大学心理学部,重庆400715

出　　处：《心理与行为研究》2014年第5期665-670,共6页Studies of Psychology and Behavior

基　　金：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)

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。To investigate the relationship between competencies of mental health service provlaers ana service sausiaction, 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 elient 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.

关 键 词：心理健康服务人员 胜任特征 服务满意度 

分 类 号：B849[哲学宗教—应用心理学]