研究生: |
陳映均 Ying-Chun Chen |
---|---|
論文名稱: |
群眾外包翻譯計畫的志工滿意度研究: 以TED開放翻譯計畫為例 Volunteer Satisfaction for Crowdsourcing Translation Projects: A Case Study of the TED Open Translation Project |
指導教授: |
陳子瑋
Chen, Tze-Wei |
學位類別: |
碩士 Master |
系所名稱: |
翻譯研究所 Graduate Institute of Translation and Interpretation |
論文出版年: | 2013 |
畢業學年度: | 101 |
語文別: | 英文 |
論文頁數: | 89 |
中文關鍵詞: | 群眾外包 、Kano滿意度模型 、TED開放翻譯計畫 |
英文關鍵詞: | Crowdsourcing, the Kano's model of satisfaction, TED Open Translation Project |
論文種類: | 學術論文 |
相關次數: | 點閱:218 下載:18 |
分享至: |
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報 |
近年來,群眾外包興起,成為新的志工投入形態。由於線上志工分佈各地,組織得以號召更廣泛的志工群,但也因此面臨志工滿意度與志工留任的管理議題。本研究以TED開放翻譯計畫為例,透過問卷與深度訪談了解志工對於線上開放翻譯計畫的期待與滿意要素。利用Kano二維滿意度模型,本研究將滿意要素依五大面向,包括溝通品質、組織支持、基礎建設、工作內容與團體融合度,研究其對滿意度的影響。分析結果得出兩項一維滿意度要素,對滿意度與不滿意度皆有影響;七項當然要素,若未具備將使得滿意度下降;以及五項能夠提升志工滿意度的魅力要素。其中,線上開放翻譯計畫若能夠讓志工看見其貢獻的價值,最能夠大幅提升志工滿意度,而若未能建置容易操作的翻譯平台,則對滿意度有最負面的影響。此外,負責管理各語言社群的志工和受過翻譯訓練的志工對線上開放翻譯計畫的期待與一般志工有些許不同。整體而言,本研究的134位翻譯志工對TED開放翻譯計畫滿意度偏高,尤其滿意翻譯內容和學習新知識的機會。
Crowdsourcing has emerged in recent year as a new form of volunteering activity. The distributed nature of online volunteers enabled organizations to mobilize talents from around the world, but in the meantime, generated concerns over how to manage volunteer satisfaction and ensure project sustainability. This research uses the TED Open Translation Project as an example, and sets out to identify key volunteer requirements for a successful online volunteer project through quantitative survey and in-depth interviews. Using the Kano’s model of satisfaction, attributes along five dimensions—Communication Quality, Organization Support, Infrastructure, Work Assignment and Group Integration are investigated. Analysis shows that two attributes (One-dimensional factors) may impact both satisfaction and dissatisfaction. Seven factors (Must-have factors) may lead to dissatisfaction if not provided, and five factors (Attractive factors) can enhance volunteer satisfaction when provided. Specifically, allowing volunteers to see the impact of their contribution can create the highest satisfaction, and failing to provide a user-friendly translation platform will potentially bring the greatest dissatisfaction. In addition, volunteer translators who act as Language Coordinators in their local TED communities and volunteers with translation training backgrounds have slightly different expectations for the volunteering project. Overall, the 134 volunteers who participated in this research are satisfied with their experience with the TED Open Translation Project, especially with its interesting content and learning opportunities.
Alderfer, C. (1969). An Empirical Test of a New Theory of Human Needs. Organizational Behavior & Human Performance, 4 (2), 142-175.
Allison, L. D., Morris A. O., & Kathy S. D. (2002). Assessing volunteer motives: A comparison of an open-ended probe and Likert rating scales. Journal of Community and Applied Social Psychology, 12(4), 243-55.
Andreoni, J. (1990). Impure Altruism and Donations to Public Goods: A Theory of Warm-Glow Giving. The Economic Journal, 100(401), 464-477.
Baker, M. (2010). Interpreters and Translators in the War Zone: Narrated and Narrators. Special Issue of The Translator: Translation and Violent Conflict, 16 (2), 197-222.
Bayus, B. L. (2013). Crowdsourcing New Product Ideas over Time: An Analysis of the Dell IdeaStorm Community. Management Science, 59(1), 226.
Berger, C. et al. (1993). Kano’s methods for understanding customer-defined quality. Center for Quality Management Journal, 2(4), 3-35.
Boezeman, E. J., & Ellemers, N. (2009). Intrinsic need satisfaction and the job attitudes of volunteers versus employees working in a charitable volunteer organization. Journal of Occupational and Organizational Psychology, 82(4), 897-914.
Borst, W. A. M. (2010). Understanding Crowdsourcing: Effects of motivation and rewards on participation and performance in voluntary online activities. (Doctoral thesis, Erasmus Research Institute of Management, Erasmus University).
Brabham, D.C. (2008). Crowdsourcing as a model for problem solving: An introduction and cases. Convergence: The International Journal of Research into New Media Technologies,14(1), 75-90.
Brown, D.J. (2001). Using Surveys in Language Programs. Cambridge: Cambridge University Press.
Carsten, J. M., & Spector, P. W. (1987). Unemployment, job satisfaction, and employee turnover: A meta-analytic test of the Muchinsky model. Journal of Applied Psychology, 72(3), 374-381.
Cámara de la Fuente, L. & Sebastián B. (2013). Plurilinguistic Crowdsourcing Motivation on Global Social Media. Case Study: TED OTP. In Katan, D., Manca, E., Spinzi, C. (Eds.), Cultus: The Journal of Intercultural Mediation and Communication 6: LANGUAGING IN CULTURES.
Chesbrough, H. (2003) Open Innovation: The New Imperative for Creating and Profiting from Technology. Boston: Harvard Business School Press.
Churchill Jr., G., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research (JMR), 19(4), 491-504.
Clary, E.G., Snyder, M., Ridge, R.D., Copeland, J., Stukas, A.A., Haugen, J., & Miene, P. (1998). Understanding and assessing the motivations of volunteers: A functional approach. Journal of Personality and Social Psychology, 74 (6), 1516-1530.
Cnaan, R. A., & Goldberg-Glen, R. S. (1991). Measuring motivation to volunteer human services. Journal of Applied Behavioral Science, 27(3), 269-284.
Cook, S. (2008, October). “The contribution revolution; letting volunteers build your business.” Harvard Business Review, 60-69.
Cravens, J. (2006). Involving international online volunteers: Factors for success, organizational benefits, and new views of community. The International Journal of Volunteer Administration, 24(1), 15-23.
Cronin, M. (2012). Translation in the digital age. In Lawrence Venuti (Ed.), The Translation Studies Reader. London: Routledge.
Díaz-Cintas, J. & Muñoz Sánchez, P., (2006). Fansubs: Audiovisual Translation in an Amateur Environment, Jostrans: The Journal of Specialised Translation, 6, 37-52.
Dhebar, B. B. & Stokes, B. (2008). A nonprofit manager's guide to online volunteering. Nonprofit Management and Leadership, 18(4), 497–506.
Dwyer, T. (2012). Fansub Dreaming on ViKi “Don’t Just Watch But Help When You Are Free”. The Translator,18(2), 217-43.
Eskildsen, J.K. & Kristensen, K. (2006), Enhancing importance-performance analysis, International Journal of Productivity and Performance Management, 55(1), 40-60.
Estellés Arolas, E. & González Ladrón-de-Guevara, F. (2012). Towards an integrated crowdsourcing definition. Journal of Information Science, 38(2), 189-200.
Farrell, D. (1983). Exit, voice, loyalty, and neglect as responses to job dissatisfaction: A multidimensional scaling study. Academy of Management Journal, 26(4), 596-607.
Farrell, J. M., Johnston, M. E., & Twynam, G. D. (1998). Volunteer motivation, satisfaction, and management at an elite sporting competition. Journal of Sport Management, 12(4), 288- 300.
Franke, N. & Sonali S. (2003). How communities support innovative activities: an exploration of assistance and sharing among end-users. Research Policy, 32 (1), 157-178.
Galindo-Kuhn, R. & Guzley, R. (2002). The Volunteer Satisfaction Index: Construct Definition, Measurement Development, and Validation. Journal of Social Service Research, 28(1), 45-68.
Gidron, B. (1978). Volunteer work and its rewards. Volunteer Administration, 11(3), 18-32.
Gidron, B. (1983). Sources of Job Satisfaction Among Service Volunteers. Nonprofit and Voluntary Sector Quarterly, 12(1), 20-35.
Hackman, J. R. & Oldham, G. R. (1975). Development of the Job Diagnostic Survey. Journal of Applied Psychology, 60(2), 159-170.
Hertel, G., Niedner S. & Hermann, S. (2003). Motivation of software developers in open source projects: An Internet–based survey of contributors to the Linux kernel, Research Policy, 32(7), 1159-1177.
Herzberg, F., Mausner, B., & Snyderman, B. B. (1959). The Motivation to Work. NewYork: John Wiley and Sons.
Horton-Smith, D. (1981). Altruism, volunteers, and volunteerism. Journal of Voluntary Action Research, 10(1), 21-36.
Horwitz, M. F., Heng, T.C., & Quazi, A.H. (2003). Finders, Keepers? Attracting, motivating and retaining knowledge workers. Human Resource Management Journal, 13 (4), 23-44.
Hosaka, T. A. (2008, April 18). Facebook Asks Users to Translate for Free. msnbc.com, Retrieved from www.msnbc.msn.com/id/24205912.
Howe, J. (2006). The rise of crowdsourcing. Wired, 14(6). Retrieved from http://www.wired.com/wired/archive/14.06/crowds.html
Howe, J. (2008). Crowdsourcing: How the Power of the Crowd is Driving the Future of Business. London: Random House Business Books.
Hulin C. L. & Judge T. A. (2003). Job attitudes. In W. C. Borman, D. R. Ilgen, (Ed.) Handbook of Psychology: Industrial and Organizational Psychology, pp. 255–76. New York: Wiley.
Hulin, C. L. (1968). The effects of changes in job satisfaction levels on turnover. Journal of Applied Psychology, 52, 122-126.
Hustinx, L., Cnaan, A. R. & Handy F. (2010). Navigating theories of volunteering: A hybrid map for a complex phenomenon. Journal for the Theory of Social Behaviour, 40 (4), 410-434.
Jääskeläinen, R. 2000. Focus on methodology in think-aloud studies. In S. Tirkkonene-Condit and R. Jääskeläinen (Eds). Tapping and Mapping the Process of Translation: Outlooks on Empirical Research (pp. 71-82). Amsterdam and Philadelphia: John Benjamins.
Jouret, G. (2009, September). Inside Cisco’s search for the next big idea. Harvard Business Review, 43-45.
Judge, T. A., & Church, A. H. (2002). Job satisfaction: Research and practice. In C. L. Cooper & E. A. Locke (Eds.), Industrial and Organizational psychology: Linking theory with practice (pp. 166-198). Oxford, UK: Blackwell.
Judge, T. A., & Klinger, R. (2007). Job satisfaction: Subjective well-being at work. In M. Eid, & R. Larsen (Eds.), The science of subjective well-being (pp. 393-413). New York, NY: Guilford Publications.
Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K. (2000). The job satisfaction-job performance relationship: A qualitative and quantitative review. Psychological Bulletin, 127(3), 376-407.
Kaiser, H. F. (1960). The application of electronic computers to factor analysis. Educational and Psychological Measurement, 20(1), 141-151.
Kano, N., Seraku, T. F. & Tsuji, S. (1984). Attractive quality and must-be quality, The Journal of the Japanese Society for Quality Control, 14(2). 39-48.
Keiningham, L.T., Cooil, B., Andreassen, T.W. and Aksoy, L. (2007). A Longitudinal Examination of Net Promoter and Firm Revenue Growth. Journal of Marketing, 71(3), 39-51.
Kuo, Y.F. (2004). Integrating Kano’s model into web-community service quality, Total Quality Management and Business Excellence, 15(7), 925-939.
Kuo, Y. F., Chen, J.Y. & Deng, W.J. (2012). IPA-Kano model: A new tool for categorizing and diagnosing service quality attributes. Total Quality Management and Business Excellence, 23(7), 731-748.
Lakhani, K.R. & Wolf, R.G. (2005). Why Hackers Do What They Do: Understanding Motivation and Effort in Free/ Open Source Software Projects. In J. Feller, B. Fitzgerald, S.A.
Hissam & K.R. Lakhani (Eds.), Perspectives on Free and Open Source Software (pp.3-22). Cambridge, MA: MIT Press.
Latham, P.G. & Pinder, C.C. (2005). Work motivation theory and research at the dawn of the twenty-first century. Annual Review of Psychology, 56(1), 485-516.
Locke, E. A. (1969). What is job satisfaction? Organizational Behavior & Human Performance, 4(4), 309-336.
Locke, E. A. (1976). The nature and causes of job satisfaction. In M.D. Dunnette (Ed.), Handbook of industrial and organizational psychology (pp. 1297-1343). Chicago: Rand McNally.
Locke, E. A., Latham, G. P. (2004). What should we do about motivation theory? Six recommendations for the twenty-first century. Academy of Management Journal 29(3), 388-403.
Lohr, S. (2009, July 18). The Crowd is Wise (When It’s Focused). Retrieved from New York Times: http://www.nytimes.com/2009/07/19/technology/internet/19unboxed.html
Luthans, F. (2011) Organizational Behavior (12 ed.). New York: McGraw-Hill/Irwin.
Malone, W.T., Laubacher R. & Dellarocas C. (2010). The Collective Intelligence Genome. MIT Sloan Management Review, 51 (3), 21-31.
Martensen, A. & Grønholdt, L. (2001). Using employee satisfaction measurement to improve people management: an adaptation of Kano's quality type. Total Quality Management, 12(7/8), 949-957.
Martilla, J.A. & James, J.C. (1977). Importance-performance analysis, Journal of Marketing, 41 (1), 77-99.
Martin, E. M. (2012). From sensors to citizens: Exploring the tensions of using Web 2.0 technologies to support online volunteerism. (Master’s thesis, the University of British Columbia, Canada).
Martinez, T.A. & McMullin, S.L. (2004). Factors Affecting Decisions to Volunteer in Nongovernmental Organizations. Environment and Behavior, 36(1), 112-126.
Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50(4), 370-396.
Matzler, K. & Hinterhuber, H.H. (1998). How to make product development projects more successful by integrating Kano’s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25-38.
Matzler, K., Fuchs, M. & Schubert, A.K. (2004a). Employee satisfaction: Does Kano's model apply? Total Quality Management and Business Excellence, 15(9-10),1179-1198.
Matzler, K., Bailom, F., Hinterhuber, H.H., Renzl, B., Pichler, J. (2004b). The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of importance-performance analysis. Industrial Marketing Management, 33(4), 271-277.
McDonough, D. J. (2012). Analyzing the Crowdsourcing Model and Its Impact on Public Perceptions of Translation. The Translator, 18(2), 167-91.
Meuser, M. & Nagel, U. (1991). The Expert Interview and Changes in Knowledge Production. In Bogner, A., Littig, B., Menz, W. (Eds.), Interviewing Experts (pp. 17-42). Palgrave Macmillan, Hamphir.
Mikulić, J. (2007). The Kano model - A review of its application in marketing research from 1984 to 2006. Proceedings of the 1st International Conference Marketing Theory Challenges in Transitional Societies, University of Maribor, pp.87-96.
Miles, M. B. & Huberman, A. M. (1994). Qualitative Data Analysis (2 ed.). Thousand Oaks, C.A.: Sage Publications.
Munro, R. (2010). Crowdsourced Translation for Emergency Response in Haiti: The Global Collaboration of Local Knowledge. Proceedings of the AMTA Workshop on Collaborative Crowdsourcing for Translation.
Nilsson-Witell, L. & Fundin, A. (2005), Dynamics of service attributes: a test of Kano's theory of attractive quality, International Journal of Service Industry Management, 16 (2), 152-168.
Nunnally, J.C., Bernstein, I.H., (1994). Psychometric Theory (3rd ed). McGraw-Hill, New York.
O’Hagan, M. (2011). Community translation: Translation as a social activity and its possible consequences in the advent of Web 2.0 and beyond. Linguistica Antverpiensia, 10, 1-10.
Oliver, R. L. (1999). Whence customer loyalty? [Special issue]. Journal of Marketing, 63, 33-44.
Olohan, M. (2013). Why do you translate? Motivation to volunteer and TED translation. Translation Studies,1-17.
Organ, D. W. (1988). A restatement of the satisfaction-performance hypothesis. Journal of Management, 14 (4), 547-557.
Pawitra, T.A. & Tan, K.C. (2003), Tourist satisfaction in Singapore–a perspective from Indonesian tourists, Managing Service Quality, 13 (5), 399-411.
Pérez-González, L. (2012). Co-creational subtitling in the digital media: Transformative and authorial practices. International Journal of Cultural Studies, 16(1), 3-21.
Pérez-González, L. & Susam-Saraeva, Ş. (2012). Non-professionals Translating and Interpreting: Participatory and Engaged Perspectives. The Translator, 18(2), 149-65.
Peters, M. (2005), “Entrepreneurial skills in leadership and human resource management evaluated by apprentices in small tourism businesses”, Education + Training, 47(8/9), 575-591.
Pym, A. (2011). Democratizing translation technologies—The role of humanistic research. Paper presented to the Luspio Translation Automation Conference, Rome.
Rao, S. P. (2011). Essentials of Human Resource Management and Industrial Relations, Bangalore: Himalayan Books.
Risku, H. & Dickinson, A. (2009). Translators as Networkers: The Role of Virtual Communities. Hermes, 42, 49-70.
Robbins, S. (1993). Organizational Behaviour: Concepts, Controversies, and Applications (6th edition). New Jersey: Prentice Hall.
Ryan, R.M. & Deci, E.L. (2000). Intrinsic and Extrinsic Motivations: Class Definitions and New Directions. Contemporary Educational Psychology, 25 (1), 54-67.
Saari, L. & Judge, T. (2004). Employee attitudes and job satisfaction, Human Resource Management, 43(4), 395-407.
Scarpello, V., & Campbell, J. P. (1983). Job satisfaction: Are all the parts there? Personnel Psychology, 36, 577-600.
Sharma, A. (2010). Crowdsourcing Critical Success Factor Model: Strategies to Harness the collective intelligence of the crowd. Unpublished manuscript, London School of Economics, the United Kindom.
Smith, D. H. (1981). Altruism, Volunteers and Volunteerism. Journal of Voluntary Action Research, 10 (1), 21-36.
Smith, F. J. (1977). Work attitudes as predictors of attendance on a specific day. Journal of Applied Psychology, 62 (1), 16-19.
Smith, P. C., Kendall, L. M., & Hulin, C. L. (1969). The Measurement of Satisfaction in Work and Retirement. Chicago: Rand McNally.
Spector, P. (1997). Job Satisfaction: Application, Assessment, Causes and Consequences. California: Sage.
Tietjen, M. A. & Myers, R. M. (1998). Motivation and job satisfaction. Management Decision, 36(4), 226-231.
Ullman, D. G. (1997). The Mechanical Design Process, McGraw-Hill, Inc., U.S.A.
von Ahn, L., Maurer, B., McMillen, C., Abraham, D. & Blum, M. (2008). reCAPTCHA: Human-Based Character Recognition via Web Security Measures. Science, 321(5859), 1465-1468.
von Krogh, G., von Hippel, E. (2006). The promise of research on open software. Management Science. 52(7), 975-983.
Wegge, J., Schmidt, K., Parkes, C., & van Dick, K. (2007). “Taking a sickie”: Job satisfaction and job involvement as interactive predictors of absenteeism in a public organization. Journal of Occupational and Organizational Psychology, 80(1), 77-89.
Wexley, K. N. & Yukl, G. A. (1977). Organizational behavior and personnel psychology. Homewood: Irwin.
Wharton, C. S. (1991). Why can’t we be friends? Expectations versus experiences in the volunteer role. Journal of Contemporary Ethnography, 20 (1), 79-106.
Wilson, A., Pimm, G., (1996). The tyranny of the volunteer: the care and feeding of voluntary workforces. Management Decision, 34 (4), 24–40.
Wisner, S. P., Stringfellow, A., Youngdahl, E. W., Parker, L. (2004). The service volunteer—loyalty chain: an exploratory study of charitable not-for-profit service organizations. Journal of Operations Management, 23(2), 143-161.
Wong L.P., Chui W.H. & Kwok Y.Y. (2011). The Volunteer Satisfaction Index: A Validation Study in the Chinese Cultural Context. Social Indicators Research, 104(1),19-32.
Zetzsche, J. (2010). Crowdsourcing and the professional translator. Proceedings of the AMTA 2010 Workshop—Collaborative Translation: technology, crowdsourcing, and the translator perspective, Denver, Colorado.