本研究針對臺北市區公所實施「組織蛻變首部曲」：成立單一窗口綜合受理社會及健保業務後，進行深入之因果模式探討，以瞭解組織變革對於公務員態度認知及服務導向的影響。目前直轄市區公所之社政、健保業務合併方案，是否影響公務人員之服務導向及對組織變革接受態度，仍缺乏有系統之因果模式分析。本研究使用路徑分析分析技術，驗證所設立之研究假設。樣本係針對臺北市各區公所社會課、健保課須輪值櫃台之服務人員進行普查，共獲取有效受訪者207筆。研究結果發現，工作滿意認知扮演重要的中介角色。工作投入、教育訓練可以提高公務員的工作滿意認知、服務導向；然工作壓力負向影響其工作滿意認知；工作滿意認知正向影響公務員的情感承諾、服務導向及組織變革態度。

The main purpose in this paper is to investigate the effect of “Three Steps Organization Changes in Taipei City” on public servant, the policy was submitted by Taipei City government in 26th September 2007. The first step is to adopt a “one stop window” program for social welfare and health insurance applicants. This study tries to examine the influence of “Three Steps Organization Changes” on frontline servant’s attitude of organization change and service orientation. The results show that job involvement and training program can
enhance public servants’ job satisfaction and service orientation. However, job stress reduces public servants’ job satisfaction. Job satisfaction affects public servants’ affective commitment, service orientation and attitude toward organization change.