國際志工服務與效能之研究

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(1)A Study on International Volunteer Services and Effectiveness. by. Ying-Rong Chen. A Thesis Submitted to the Graduate Faculty in Partial Fulfillment of the Requirement for the Degree of. MASTER OF BUSINESS ADMINISTRATION Major: International Human Resources Development. Advisor: Chih-Chien Steven Lai, Ph.D.. National Taiwan Normal University Taipei, Taiwan January, 2017.

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(3) ACKNOWLEDGEMENT During this long and hard time, keep revising and advancing the thesis become an endless learning. I would like to deliver my appreciation to all of people who assist and support me throughout this journey. First of all, I have a sincere thankfulness to my dear advisor, Dr. Lai. Who always keep every Friday for us to discuss thesis, no matter if professor just finished diagnosis by dentist or busy on other program. He never gives up when I feel frustrated and lead us with numerous slangs until we accomplish the academic mission. Secondly, I appreciate my classmates who fight for thesis with me, Lydia, Tim, Aiko, Wiseman, and Alan. I never feel lonely in this quite long trip, when we set up the time line schedule for next week or stayed up late to catch up the deadline. I would definitely these crazy days working with you all in the future. Next, expressing appreciate to my thesis committees, Dr. Tsai and Dr. Lee, for providing such helpful and constructed suggestions on my thesis. Most importantly, my family is always my backup for standing by me in the whole life. They never stop trust me whenever I need their assist or whatever I fail and lost. Thank all of these great partners with strong support and encouragement, and keep me company to achieve this significant milestone. I believe all of the achievement is resulting from this people who accompany. Thanks to every supporter and cheerleader..

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(5) ABSTRACT With increasing demand of international volunteer is becoming the main human resource, the management of recruitment have obviously become one of the key issue in many nonprofit organizations. According to the background of expanding volunteer service awareness in the world, the roles of international volunteer service and effective recruitment process became indispensable. This research aimed to identify the roles and service effectiveness of international volunteer, and investigate the recruitment processes of international volunteer from different types of service among organizations in Taiwan. Furthermore, the integrated suggestions for reducing the gap between theoretical literatures and practical situation were provided. The recommendations for recruiters and organizations, service effectiveness improvement were also proposed in the end of the study. To fulfill the research purpose, an in-depth interview was conducted as qualitative method and convenient sampling was employed for selecting participants. Totally fifteen participants were interviewed from eight different institutions, consisted of recruiters and international volunteers. The findings of this study is dedicated to the people who are working on recruiting international volunteers and managing human resource in nonprofit organization, and also the people who regard the contribution and oversea service as important. Keywords: international volunteer, recruitment process, service effectiveness. I.

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(7) TABLE OF CONTENTS ACKNOWLEDGEMENT ............................................................................... ABSTRACT ......................................................................................................I TABLE OF CONTENTS ................................................................................. III LIST OF TABLES ........................................................................................... V LIST OF FIGURES ......................................................................................... VII CHAPTER I INTRODUCTION .................................................................. 1 Background of the Study .............................................................................................1 Statement of the Research Problem .............................................................................4 Research Purposes .......................................................................................................5 Research Questions ......................................................................................................5 Significance of the Research ........................................................................................6 Delimitation of the Research .......................................................................................7 Definition of Key Terms ..............................................................................................8. CHAPTER II LITERATURE REVIEW ....................................................... 9 Importance of International Volunteer .........................................................................9 The Related Reviews on International Volunteer Recruitment ....................................15 The Related Reviews of Service Effectiveness ...........................................................26. CHAPTER III RESEARCH DESIGN AND IMPLEMENTATION ........... 35 Research Framework ...................................................................................................35 Research Method .........................................................................................................36 Participants ...................................................................................................................37 Data Collection ............................................................................................................41 Data Analysis ...............................................................................................................43 Research Procedure ......................................................................................................46 Validity and Reliability ................................................................................................49. CHAPTER IV FINGDINGS AND DISCUSSIONS ................................... 51 The Roles and Functions of International Volunteer ...................................................51 Recruitment Process of International Volunteer ..........................................................58 Service Effectiveness of International Volunteer .........................................................66 Other Suggestions from Interviewees ..........................................................................75 III.

(8) CHAPTER V CONCLUSIONS AND RECOMMENDATIONS................ 83 Conclusions ..................................................................................................................83 Recommendations ........................................................................................................87 Limitation of the Research ...........................................................................................90. REFERENCES................................................................................................ 93 APPENDIX I. INVITATION LETTER (CHINESE VERSION) ................... 101 APPENDIX II. INVITATION LETTER (ENGLISH VERSION) ................. 102 APPENDIX III. CONSENT LETTER (CHINESE VERSION) .................... 103 APPENDIX IV. CONSENT LETTER (ENGLISH VERSION) .................... 104 APPENDIX V. INTERVIEW QUESTIONS FOR RECRUITERS ................ 105 APPENDIX VI. INTERVIEW QUESTIONS FOR INTERNATIONAL VOLUNTEERS .................................................................... 107. IV.

(9) LIST OF TABLES Table 2.1. The Types of International Volunteer Service ....................................................... 33 Table 2.2. The Service Types from Non-Profit Organization ................................................ 33 Table 3.1. The Description of Interview Participants- Recruiters.......................................... 39 Table 3.2. The Description of Interview Participants- International Volunteers.................... 40. V.

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(11) LIST OF FIGURES Figure 2.1. A model of the recruitment process ..................................................................... 20 Figure 2.2. A volunteer management model .......................................................................... 24 Figure 3.1. Research framework ............................................................................................ 36 Figure 3.2. The coding category ............................................................................................ 45 Figure 3.3. The example of the categorizing process ............................................................ 46 Figure 3.4. Research procedure ............................................................................................. 48 Figure 5.1. The findings based on the research framework ...................................................84. VII.

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(13) CHAPTER I. INTRODUCTION. For the first chapter, it consisted of research background, statement of the problem, purpose and question of study, the significant contribution of study, definitional key terms, as well as the delimitation of this study.. Background of the Study Nowadays, international volunteer became indispensable human resource in this global world. Since the United Nations General Assembly declared annual December 5th as International Volunteer Day in 1985 (Tsai, 2000), this is a critical milestone for propagating volunteer service and the culture of volunteerism in the community. In the year of 2001, it is formally set as the International Year of Volunteers. It was expected that it can call on every country to implement concrete spirit of voluntary service without borders through the announcements of policy. Afterwards, resulting from the promoting of this policy, each country not only realized the importance of voluntary service for human in the world, but also gradually put resources into voluntary service (Chen, 2013). As the booming development of volunteer service awareness, in 2001, the Legislative Yuan has approved Volunteer Service Act in Taiwan. These legislated policies indeed renovate the domestic history of volunteer record. In terms of these three significant related security of regulations, the voluntary service is already become an essential mainstreaming value, and so do volunteer workers as being one of the important assets of the society (Chai & Lee, 2006). Lough (2010) indicated that “over 1.

(14) one-million individuals (1,032,780) reported volunteering internationally at least once in 2008— an increase of over 145,000 volunteers since 2004 in United State” (p.1). Besides, population of international volunteer were counted by Tourism and Research Marketing in 2008, which over 1.6 Million people volunteering internationally every year (Horoszowski, 2013). It referred that more and more people have willingness to participate in oversea service in the world. Moreover, the range of volunteering activities was broad, and the function of service delivery from organizations contained various areas, such as politics, ecology, philanthropy, arts, religion, sport and recreation, arts and culture, and the environment, and so on (Hall, Easwaramoorthy, Sokolowski, & Solomon, 2005). It can be seen there were such many types of service function and operation in the organization in this society. Therefore, these service types were mainly divided into four types in this study as below: education and culture, health and sanitation, environmental protection, as well as humanitarian aids (Chen, 2013; Hall et al., 2005; Lin, 2003; Palmer, 2002). With the global economic and security tensions, international voluntary service became one of key concern and also continually expanding (Sherraden, Stringham, Sow, & McBride, 2006). Along with such growing number of international volunteer, the demand of the service has greater upward. As the increasing service demand, simultaneously, the demand for volunteer increased. Volunteers were required as resource and assets to contribute their effort to organizations, nonetheless, the lack of supply of volunteers cannot catch to the rapidly growing demands of volunteer service (Allison, Okun, & Dutridge, 2002). Based on the limited supply of international volunteer, it is necessary to pay more attention on management to recruit an appropriate and competent volunteer for facilitating the 2.

(15) goal. As a person who was in charge of leading volunteer, Huang (2006) pointed out that the organization should set varieties of recruitment regulation, in order to arrange informal volunteer combination to be stricter. If recruiters cannot provide a complete and prudent arrangement for volunteers, it would lead to the loss from human capitals (Lin, 2006). Also, the unclear way to recruit volunteer will easily cause the possibility of incompetent volunteer with negative attitude (Su, 2010). Furthermore, managing more carefully was necessary, or volunteer would feel dissatisfied and frustrated which may fail service delivery (Australian Sports Commission, 2000a). Because it had positive effect between management practice of human resource and service quality (Chen, Kao, & Tang, 2009), the significance on effectively managing international volunteer by the right way cannot be ignored. One of management approaches, an exit mechanism was provided to help recruiters adopt a strict volunteer screening process even if volunteers had been recruited (Tseng, 2005). Based on the previous reviews, accurately adopting recruitment process can bring organization low cost and less time on managing volunteer, and making them feel satisfied and further contribute higher service effectiveness. International volunteer is becoming a significant asset and human resource. In order to realize if the international volunteer have reached expectation, the service effectiveness would be carefully explored in this study. Moreover, the importance of the international volunteer service and effectiveness on management should be carefully concentrated in this research.. 3.

(16) Statement of the Research Problem According to the research background of this study, the importance of the role as being international volunteers become more and more relevant and well-known human resource internationally. However, according to individual experience, there were challenge occurred when the researcher served abroad as an international volunteer for the Taiwan Fund for Children and Families in summer of 2015. Researcher found that the international volunteer recruitment process in that organization was not formal and completed, and did not ensure if the service effectiveness was performed well. In addition, the researcher discovered there is rarely formal recruitment process for effectively selecting international volunteers, as well as the definition of service effectiveness in the previous research. Several papers explored about related information for domestic service of the most; the others specifically worked on exploring other kinds of function instead of international volunteer service. Therefore, it was still a gap since there was no standard recruitment process in order to choose suitable and competent international volunteer for the organization, and complete explanation for international volunteer. Furthermore, there were several problems existed from the incompetence of volunteer, and this study discovered that were caused by careless and insensitive management. In some cases, volunteer felt dissatisfied and probably withdraw the service if they confronted negative management experience (Australian Sports Commission, 2000a). Or when some units were lack of careful planning and arrangement for volunteers before recruiting, it would result in the frustration and loss from volunteers (Lin, 2006). 4.

(17) These study shows that if organization desire to seek for volunteers at ease, instead of adopting careful and appropriate recruiting process on management, it would easily lead to conflict from different target and requirement; eventually, resulting in inconsistent and mistrust within organization and volunteers. Thus, it can be seen that an inappropriate recruitment process would facilitate to select an incompetent volunteer; or a careless management would generate dissatisfaction and frustration to volunteer. In these negative situations, it can lead to the low motivation and even poor performance on service. Moreover, the poor service effectiveness would easily cause the conflict from different target and expectation between volunteer and organization; consequently, volunteers cannot accomplish the goal of organization and fail the mission.. Research Purposes In the light of the problem statement, the listed reasons and motives previously had prompted the researcher to explore the (1) roles and functions, (2) the recruitment processes, and (3) the service effectiveness of international volunteer from different institutions in Taiwan. Specifically, depend on the perspectives from interviewees, this study would (4) propose several solutions and implementations in order to reduce the gaps between theoretical and practical situations.. Research Questions According to the research purpose, this study developed several questions in order to collect data. The questions were proposed as below: 1. What are the roles, tasks and responsibilities of international volunteer? 2. What kind of channels and steps are adopted in order to recruit an international volunteer? 5.

(18) 3. What the whole process is adopted in order to recruit an international volunteer? 4. What does the problem and challenge occurred in practical situation during the recruiting process in Taiwan? 5. How to improve the service effectiveness of international volunteer?. Significance of the Study Based on the background and problem statement of the research, the literature was reviewed resulting in seeking for the solution. In this study, it would contribute several key points to theoretical and practical field. For the theoretical dimension, the recruitment process and service effectiveness of international volunteer in Taiwan was seldom mentioned by previous study. Although many studies had already illustrated the importance of those, it still had limited studies to talk about their relationship. Hence, this study theoretically contributed to literatures on international volunteer recruitment process and the importance of service effectiveness, and can be adopted by the further researches in the future. In the practical part, there were various service functions from each organization, so this study compiled and contributed the service types of organization of the most in common based on the literature reviews. Furthermore, according to the problem statement from the present researches, revealing that international volunteers‟ recruitment process had appeared problem and insufficiency. Thus, this study provided the process and strategy to select international volunteers appropriately for non-profit organization. For the HR filed, in order to reduce the risk to loss man/ womanpower, this study proposed the comprehensive recruiting process. These integrated processes were resulting from collecting the suggestions from interviewees, and was able to allow recruiting staff, 6.

(19) interviewer of international volunteer, volunteer director, or organization who may require implementing, or being reference for future study. After adopting this careful recruitment process and specific suggestion on management, HR professionals can successfully select the more appropriate and competent international volunteers. Moreover, they can orient them in the place where can fit in, and benefit the organization to maintain the service performance to effectively achieve the goal. On the high level management, the recruitment process can be effectively adopted to recruit a competent international volunteer. This kind of suitable applicants can create high service effectiveness and achieve the goal for organization, so they are definitely the valuable capital assets. Just as mentioned by Su (2010) mentioned that prioritize the quality of volunteer because “find right” is more importance than “find out” (p.83).. Delimitation of the Study This study focused on international volunteer recruitment processes in Taiwan, and aimed to explore the service effectiveness of volunteers after collecting data. This research adopted qualitative method with in-depth interview in order to explain the current situation and explain the new concept in the future. The criteria of participants focused on two dimensions: (a) recruiters who had experienced to recruit international volunteers; and (b) international volunteers who had experience to serve abroad as volunteer, and the period of service experience was under one year for one time. Furthermore, one pair included one recruiter and one international volunteer, and those who served for four different service types of organization. The objectives who were entitled to be one of the interviewees if fit in those qualifications. 7.

(20) Definition of Key Terms International Volunteer According to Sherraden et al. (2006), this study defined international volunteer as the participant who voluntarily left home country to travel to other countries for contributing their time, effort, and skill; and performing service without any payment in return.. Recruitment Process Referred to Chen (2005) and Suen (2008), this study defined recruitment process as a procedure that announce the information which contained introduction, newspaper publication, poster posing, website announcement, and so on; attract the talent; conduct a series of selecting mechanism; eventually hire the most suitable applicants for the organization.. Service Effectiveness This study adopted that Patti (1985), Su (2010), Yoo, Brooks, and Patti (2007) identified the definition of service effectiveness, which is the performance of service delivery. The purpose of that is aimed at satisfing the attandees with engaging program, and also accomplish the ultimate goal of organization with sufficient competence.. 8.

(21) CHAPTER II. LITERATURE REVIEW. This chapter consisted of three sections which were the importance of international volunteer, the related reviews of international volunteer recruitment, and related reviews of service effectiveness.. Importance of International Volunteer In this section, literatures of the definition of international volunteer, and the role of international volunteer, as well as the development of international volunteer service were reviewed for providing fundamental and constructional concepts for this research.. Definition of International Volunteer “Volunteer are the foundation of a strong development program” (Lysakowski, 2005, p. 12). Within several nonprofit organizations, the participants contributed their time, skills and labor domestically were belonging to national voluntary service (Gallagher & Weinberg, 1991, p. 362). Accordding to Thoits and Hewitt (2001), volunteering was defined by President's Task Force on Private Sector Initiatives in 1982, mentioned that if the time and talent was given to deliver services or perform the specific tasks without financial compensation expectation directly was called volunteering. It is a specific form of helping behavior with commitment to benefit another person, group, or organization (Wilson, 2000). On the other hand, “volunteers are the person who (a) often seek out opportunities to help others; (b) may deliberate for considerable amounts of time about whether to volunteer, the extent of their involvement, and the degree to which particular activities fit with their own. 9.

(22) personal needs; and (c) may make a commitment to an ongoing helping relationship that may extend over a considerable period of time and that may entail considerable personal costs of time, energy, and opportunity” (Clary, E. G., Snyder, M., Ridge, R. D., Copeland, J., Stukas, A. A., Haugen, J., & Miene, P., 1998, p.1517). However, when most of definitions are mainly viewed as “involving contributions of time without coercion or remuneration” (Bussell & Forbes, 2002, p.246). It also indicated that the cost and benefit was still an element of exchange in volunteering which should be taken into consideration. The perception was based on costs and benefits for a main point of a volunteer. As so many definitions for volunteer, this study defines that volunteers make a spontaneous of help and actively provide service without requesting remuneration, and even seriously views the service as working and learning instead of playing. Although there was no clear definition for international volunteer currently, it still could refer that volunteer did service across the country‟s boundaries through various channels (Chen, 2013). As Sherraden et al. (2006) mentioned that those who devoted effort to serve abroad with a variety of capacities and different period of time were international volunteer service. However, the number of all ages of volunteer who travelled abroad to provide service were increasing, it was still very limited on the international volunteer‟s knowledge. In general, the international volunteer was specially defined those who voluntarily left home country, in order to travel to other countries for contributing and performing service without any payment in return. Furthermore, volunteers did not deliver only one type of service from each organization. In terms of service function, Chen (2005) emphasized that the volunteer service presented the high diversification. Even though the service organizations 10.

(23) addressed the same issue and classification, the organizations still conduct a variety of activities and key item works. Thus, this research assumed that the function of service was widely raged and different from others while international volunteer was conducting service.. The Roles and Functions of International Volunteer Mangold (2012) mentioned that lots of young volunteer who live in developing country spent time abroad to service because, in doing so, they can achieve their purpose and also feel being need. On the expectation, these international volunteers believed that could be an advantage of them, such as improving language ability, broadening new horizon and exploring diversity culture through this experience. In addition to something beneficial for individual development, they would like to help people and do something worthwhile for others. These motivations shaped these young volunteer to be interlinked and ambivalent between helping and taking action, while involving and learning in volunteering service. Moreover, different communities in different region with different approaches can result in distinctive volunteers. Contributing and doing something worthwhile to others became one of the most common perspectives to international volunteer. Aside from engaging to service, volunteer also adopted various forms of participating and helping, such as occupational level and education. These different forms present a variety of sense of civic obligation and religious belief (Reed & Selbee, 2000). Service can affect surroundings from a person to an institution. According to Rothwell and Charleston (2013), the influence circle of benefit included three areas: individual, community, and organization. At first, individual worked with team to develop themselves as global citizens or leaders. These volunteers need to deal with people who come from different 11.

(24) background, while involving in the team group and a strange environment. Secondly, the community was focus on developing facility and building, and did conservation work on the environment in the community. They built a school, improved the facilities for health and hygiene system, and advanced the development of science or tourism. Finally, from the organization perspective, they perceived the period of service as the gap year which was distinctive than other institutions. It would benefit the organization to conduct their project smoothly and develop the employees with employability. On the aspect of education, the institution expected to promote English learning and communication to student through international volunteer experience. After implementing, however, the original expectation had turned to the cultural exchange with students. That made applicants setting became more diversified afterwards (Chao, 2013). Through the service, Some people looked forward to impact on their experience, and enhanced personal internal ability to benefit themselves, community, or organization. However, some people considered that the role expectation of volunteer was unexpectedly quite distinctive than before. As to other research, they believe it is not only effect students‟ global vision, but also influence the recognition from teacher to administrator of school indirectly. Based on previous research, there is a large number of explication for volunteer service role from various experience or expectation. It refers that it is hard to limit the roles of international volunteer clearly, and the effect of various function shows a highly importance.. The Development of International Volunteer Service According to the background of this study mentioned, Tsai (2000) pointed out that the United Nations General Assembly officially declared annual December 5th as International 12.

(25) Volunteer Day in 1985; this would be the first and formal qualification for promoting volunteer service to the whole world. Until the year of 2001, the International Year of Volunteers was formally set up, too. It allowed every country implement and work on the voluntary service with other countries through the policy propagation. Because of these promoting and announcement, each country in this society realized the importance of voluntary service for human; meanwhile, Chen (2013) identified that voluntary service was gradually paid attention. Narrowing down to Taiwan, the Legislative Yuan has approved Volunteer Service Act in the same year of 2001. This legislated policy brings a new beginning for volunteer record by these regulations. According to Deci and Ryan (1985), the motivation can be divided into three parts: internal motivation, external motivation, and no motivation. It referred that internal motivation is going to satisfy their intrinsic need, curiosity, and learning goal; external motivation is resulting from external benefit or punishment; no motivation is referring that there is either external or internal motivation from no competition and no reason to join activity. As this finding, it can be seen that the motivation to do something, and the type of mitivation can be balanced from these result. Kuo and Chen (2013) proposed that through the changing of generation, it became more open-braoden and diversities in this society. So, the voluntary service scope in Taiwan was expanded from domestic to other conutries. It referred that the characteristic of volunteers is changing from volunteer into international volunteer. As the participants improvement, students were allowed and encouraged to service. It would be benefitial when involving volunteer work to service in a group or community if being need (Thoits & Hewitt, 2001). The reason was that it would increase the understanding of real 13.

(26) social situation and individaul performance for future preparation; moreover, it can increase the adaptation of the participants as future social development (Chen, 2013). It referred that social learning would not be the first place, but it can bring more fulfill preparation and increasing life performance for personal future. Chang and Chen (2012) suggested that the the research direction can be conducted by tracking interview or longitudinal study to realize and understand the concrete effect for development through international volunteer service learning: development of emotional management, development from independence to interdependence, and development of mature relationships. These suggestions provided the effect for international volunteer development in this research. On the aspect of service activities, volunteering played a significant role in improving communities and the lives of individuals and involves a considerable number of activities (van Emmerik, Jawahar, & Stone, 2004). Hager (2004) identified that this researcher also mentioned that the volunteers are the valuable human resources for organization because volunteers would help charities to meet the needs of institutions no matter on service or administration. Through these reviews, the need for volunteers is definitely important and unquestioned. As the booming development and awareness of volunteer service, it can be viewed as valuable social human resource in this society. Hager (2004) mentioned that “Long-term commitments are exemplified by training and professional development opportunities, regular communication and supervision, and liability coverage” (p.12). Volunteers have fundamental purpose with different kinds of management practices, and various scope and nature of volunteer use can affect the management choices. 14.

(27) Moreover, Bussell and Forbes (2002) emphasized that volunteer recruitment was extremely important on management. However, most reviews were talking about the retaining volunteer management issue or recruiting regular employees in the corporate, there was rarely indicated the formal and strict process to recruit international volunteer.. The Related Reviews on International Volunteer Recruitment This section illustrated three parts, including the definition of recruitment, the types of recruitment process, and the challenge of recruitment process.. Definition of Recruitment Recruiting means that attracting qualified job applicants to apply for, participating in the selection process, and accepting engagement (Suen, 2008). Australian Sports Commission (2000a) proposed that the new recruiters had several things need to notice, “made to feel welcome and valued, and need to understand where they fit within the organization, what their role is and how the organization operates” (p.21). For above reviews mentioned that to better the employees of recruiting and retaining would be the important thing to be successful in the organization. It referred that as a recruiter required realizing the operating in the organization and orienting themselves and it would be helpful for hire volunteers in the future. Furthermore, the program was increasing and exiting progress was also expanded, and it caused many difficulties and challenge of recruiting a new volunteer for the service nonprofit organization (Allison, Okun, & Dutridge, 2002). They needed to enhance their abilities to achieve the missions and purpose of organization. Based on these theories, referred that as a recruiter to select new volunteers has become a complicated issue, because 15.

(28) it would consume the time and resources of a substantial amount for many organizations (Brudney, & Brown, 1990; Dutta-Bergman, 2004). There were millions of people spending their large time and labor to serve others without any payment in return (Clary et al., 1998). Because the demand for service was growing rapidly, the demand for volunteer was also increasing. Many nonprofit organizations need volunteers which were one significant human resource to deliver their service and contribution, and it appeared a discrepancy between the growing demands of clients and lack supply of volunteers (Allison, Okun, & Dutridge, 2002). Thus, it referred that this situation caused many volunteers left the organizations which were not able to provide the service need or meet the expectation, resulting in the lack of number of volunteer in the organization. Finally, Brudney and Brown (1990) concluded that it was quite important issue to recruit volunteers, because there were too many demand for service to choose an organization with inordinate amount of time and resources. Consequently, Bussell and Forbes (2002) suggested that marketing techniques were adopting by many institutions gradually in order to recruit and retain volunteers. It recommended that the recruiters should try to search and develop an appropriate method or process to recruit volunteer in this society, while such many institutions had highly demand on volunteers.. Types of Recruitment Process General Recruitment Process. In the profit organization, recruiting and selecting were conducted for the practical job of human resource almost at the same time. On the one hand, recruiters should attract the talent; on the other hand, they should select the most suitable one (Suen, 2008). It is difficult 16.

(29) to separate recruiting and selection process clearly. So following is the brief summary emerged these two processes together: Making sure qualification was the fisrt step, producing job description and job specification throgh job analysis. That can defined the professionl, managerial competencies, and person-job fit to the job in order to complete main mission. Besides of qalification which can be compared on the interview, organization need to consider the condition of selection as step two. For instance, the competence was too hard to obtain during on-the-job training, or to delivere on the new employees training, but these competence were still considered as part of selection. For the third step, recruiting resource can be selected through exploring recruitment pricipal, and deciding recuiting channels. In step three, it was a significant point which would be adopted in this study. Next, the person who dealt with administration matter and implemented interview is called recuiter. Interviewees would judge if it is an approprate and good organization through the interactive with recruiter, because recruiters have highly important on attraction. Following was delivering the information to atttract the talent, and allowed them to participate in selecting process and accept the offer. This step was like promot a commodity and attract client, so what does organization require and what information they deliver was the key factor. After ensure the source, responsible people and information of recuiting, organization would start to deal with administrative activities as a formal program. Further, they would choose recruiting tool: validity, relevancy with other tool, negative effect, success employeement benefit, reaction form applicants, and the list of recruiting tool. Step eight can showed a series of recruiting process while conducting: the score evaluation, hiring standard, 17.

(30) hiring selection, and the hiring decision maker. Afterwards, even though the organization had offered the position for applicants, there were still uncertain if new employees would deny the job. Therefore, no matter before or after registration of administrative procedure, it cannot be ignored. Then they conducted new employees leading in the step ten. The last but not the least, the organization worked on cost-benefit assessment, starting from recruiting efficiency, qualuty, cost, reliability of recruiting tool, validity of recruiting tool, to analize the cost-benefit of recruiting tool. This whole procedure represents the formal and rigorous selection process in human resource practical job. It refered that corporation design a series of strict process in order to attract the talent, on the other hand, searching for suitable employees as a excellent human resource. Nevertheless, there was another review argued the different kind of recruiting process from other perspective. Australian Sports Commission (2000b) proposed that recruitment aimed to satisfy human resource necessary of organization effectively and delivered their services. There were five steps about the Human Resource recruitment process, see Figure 2.1., included: (1) recruitment objectives, (2) strategy development, (3) recruitment activities, (4) intervening job applicant variables, and (5) recruitment results (Breaugh, 2008). The first step was establishing the recruitment objectives, and there were several point should prepare well before making any decision in the organization. For example: filing position number, seeking for each type of applicants, the time frame for filling the job openings, job performance and satisfaction of new employees, and retention rate of new comers. After having objectives, the organization next would construct several recruiting 18.

(31) strategies as below: “(a) when to begin recruiting? (b) what message to communicate to potential job applicants? and (c) whom to use as recruiters?” (p.105). These questions and answers need to be consistence with the objectives which were established in the beginning. Furthermore, the organization should conduct recruiting activities based on the strategy made previously. They can start to announce the job opening, or host the college campus recruitment in this period. In the last step, the process contains the recruitment result assessment. In order to learn from experience and improve the future recruitment effectiveness, employees would compare their recruitment objectives to outcomes. There was one part, intervening job applicant variables, showed the important variables which included: the attention and interest from applicants, their self- insight, decision making process of applicant, message credibility, and accuracy of applicant‟s position expectation, and so on. If the applicants had willingness to searching for jobs with proper recruiting tool at the proper time, it would be appropriate job applicants to the organization, vice versa. Thus, if organization would like to provide realistic and useful recruiting information to match applicants and organization, self-insight from applicants was one of the most points should consider.. 19.

(32) Figure 2.1. A model of the recruitment process. Adapted from “Employee recruitment: Current knowledge and important areas for future research” by J. A. Breaugh, 2008, Human Resource Management Review, 18(3), 103-118. Copyright 2008 by Elsevier B.V.. Nevertheless, nonprofit sport organization could not formally fit in profit human resource management policy because recruiting volunteers were the complex tasks (Sargeant, & Wymer junior, 2007; Taylor & McGraw, 2006). However, as essential as if nonprofit organizations met client needs. Rufer (2015) also identified that a complete volunteer recruitment training program included a process and number of hours, so it was hard to implement and defer from state to state. Chen (2013) also emphasized that, through. 20.

(33) recruitment orientation, it would be helpful for understanding international volunteer content, promotion and learning. Recruitment Process for Non-Profit Organization. Due to the importance of recruitment activities, the researcher focused on this stage and provided the specific and detailed procedure as below. Chen (2005) indicated that according to the demand of organization and level expectation for volunteer, organization would obtain an appropriate candidate through following suitable recruiting process: introduction, newspaper publication, poster posing, website announcement, and so on. McSweeney and Alexander (1996) referred a series of volunteer selection process checklist during recruitment activities, included the following: (a) Prepare a list of interview questions, (b) Arrange place and time for interviews, (c) Greet potential volunteers and put them at ease, (d) Introduce interview panel, (e) Introduce the organisation and the volunteer position, (f) Find out what the potential volunteer wants from voluntary work, (g) Find out the interests, skills, and experiences of the potential volunteer, (h) Clarify the availability and commitment of the potential volunteer, (i) Ascertain any training or development needs, (j) Conclude the interview and farewell the potential volunteer, (k) Rank the volunteers from the most to the least suitable person for the job, (l) Follow-up and ensure that successful/unsuccessful volunteers have been notified. Thus, it can be seen that this process was mainly on how to select interviewees instead of comprehensive perspective on recruitment. With regard to the review, it confirmed it is significant when potential volunteers were given abundant opportunities to search for the organization as much as possible, and organization can know more about volunteer as much as possible. On the other hand, the 21.

(34) organization can learn about the candidates as possible as it can. Thus, it can be seen that this was a small but appropriate interview panel in an informal atmosphere (Australian Sports Commission, 2000a). The volunteers need to be managed appropriately. The content of management in accordance with the order can be divided into the volunteer manpower inventory, volunteer recruitment, volunteer training, formal black coat, appreciations after the event, and the continuing. In the general situation, an administrator who in charge of volunteer manpower management business has several priorities for managing as below: (a) The development of human volunteers plan, (b) Establish the mission plan, (c) Description of the vision for the volunteers, (d) Contacting the potential volunteers, (e) Interviews with the potential volunteers, (f) Formal description, (g) Planning the implementation of the training program, (h) Estimating the budget, including training, insurance, allowance, meal missing, and equipment (Peng, 2012). Therefore, the characteristic of being volunteer management administrator was important. They need to have knowledge of volunteer management, which can properly complete service tasks. Next, apart from the volunteer domestically, the review would introduce the recruitment process of game with international volunteer. According to Piromkam, Samahito, and Prasertsiripan (2014), there was one volunteer management model that had been developed for an international game in Thailand, see Figure 2.2. as below, which consisted of three parts: (1) Preparation, (2) Implementing, and (3) Volunteer Networking. In the beginning, planning is the first priority in order to manage volunteer well. Also, 22.

(35) based on the game objectives, it contained “technical contents, time limitation, existing resources according to tasks to complete the overall program; it also includes assessing the size of event, identifying the key operational phases, organizational structure and size, timetable and budget and defining the number and types of volunteer” (Piromkam, Samahito, & Prasertsiripan, 2014, p.15). Next, when recruiting activity was implementing, they set up the public relations team and recruitment campaign. Afterward, they collected and examined application form from applicators before informing candidates to interview. After recruiting volunteer, it was time to conduct orientation and training, delivering the importance of commitment and teamwork to organization. The performance, moreover, was about to assessed by leaders at the end, and it would be one of sign whether organization retained volunteers. In the final phase of volunteer networking, they “create cordial connection among all stakeholders. This is also to collect and conserve all capitals of knowledge, skills and networks required and useful for the new another game” (Piromkam, Samahito, & Prasertsiripan, 2014, p.16). It made these volunteers cooperated closer, and connected all members with previous volunteers by updating current information and activities. Through this approach, it can not only adopt effective communication to share the message within them, but also aroused intention of volunteer to achieve the objectives. According to this literature review, these recruitment processes for international volunteer game had detailed explanation for three phases. It designed a cycle diagram with the strong connection from the beginning to the end. However, it was not as standard, specific, and strict as the process adopted by profit organization HR field showed previously.. 23.

(36) Figure 2.2. A volunteer management model. Adapted from “The development of volunteer management model for the International Games in Thailand,” by B. Piromkam, S. Samahito, & S. Prasertsiripan, 2014, Asian Sports Management Review, 7, 2-20. Copyright 2014 by Airiti Library, Inc.. To summarize above findings, the importance of international volunteer and recruitment definitely are the necessary fundamental assets with the worldwide promotion. Further, the recruiting process of profit organization did not appear and be applied in international volunteer game or nonprofit organization. However, the recruitment process in international volunteer field was not formal as profit organization; this area should be 24.

(37) specially focused in the future. Thus, this research was going to exploring what the problem exited within practical international volunteer service programs.. Challenge of Recruitment Process According to above definition of recruitment and the process applied on various situation. However, the recruitment process still exits several problems, and mostly factor may come from the quality of volunteer service. Also, some units did not have complete and careful planning to arrange for volunteer before recruiting volunteer, so leading frustration and loss from volunteers (Lin, 2006). For other recruitment process, adopting fuzzy way of volunteer recruitment can recruit volunteer at the first moment; however, they would easily become negative and increase the likelihood of incompetent. Because there was lack of clear mandate and objectives, it would be hard to involve in the purpose of service and was deficient a sense of accomplishment (Su, 2010). There were also many units worried that if the procedure were too serious to apply any applicants. Tseng (2005) assumed that perhaps this was the reason of no exit mechanism. There were practitioners those who advocated the volunteer recruitment and screening process should be stricter in order to avoiding following problems. According to this theory, the approach of exit mechanism reflected the factor of incompetent volunteer was mostly resulting from the recruitment process design and implementation. It can be seen that recruitment process need to be concentrated deeply because there was a positive relationship between management practice and service quality (Chen, Kao, & Tang, 2009). If concentrating more on human resource management, it can cultivate and keep a 25.

(38) competent volunteer who have ability to provide higher service effectiveness. Consequently, this paper continued to explore more on recruitment process in connection with service effectiveness, as well as how did the service effectiveness effect a service program in organization.. The Related Reviews of Service Effectiveness This section includes the importance of service effectiveness, and the factors which were influencing service effectiveness. Because previous reviews mentioned about the recruitment process in theoretically, it did not propose the result of implementing and individual performance. Hence, in this section, service performance was explored on the importance, and effect factors, and then several most common and general types of international volunteer service.. The Importance of Service Effectiveness This can be seen from the term used to describe volunteering: „service-learning‟. While „learning‟ refers to volunteers‟ taking action, mainly for their own benefit, „service‟ implies their doing things for others. The objective of organization was aimed to provide positive effect to the needed by facilitating the service delivery effectively and efficiently. In order to maintain and improve the service effectiveness of volunteer, organization can adopt the screening mechanism. On the explanation of specific terms, the screening was aimed at assessing whether volunteer performance was competent or not. The competence means that if volunteer has sufficient ability to perform the task, if the performance is matched to its role, and if volunteer can complete the delivered work (Patti, 1985; Su, 2010; Yoo, Brooks, & Patti, 2007). 26.

(39) Factors Influencing Service Effectiveness As for performance appraisal, it can offer volunteer coordinator and volunteer several perspectives. It can also let them understand how well the role of volunteer had been performed, and what can be improved. Following showed the beneficial outcomes from performance appraisal: first of all, the volunteer can think about if their needs were being satisfied with their experience; and whether they can solve the problems and re-assess others; also, volunteer coordinator would collect feedback in order to make future orientation better developed; they still need to adopt following-up information in order to reorganize and reward hard-working volunteer; so for supporting them, the organization can get familiar with the ways, and to improve service delivery. This research emphasized that managing should be more sensitive and carefully when conducting the process; otherwise, volunteer would feel dissatisfied by the negative experience, and may withdraw their service. It referred that the performance appraisal is importance that can value volunteer to recognize the best position, and improve their performance to advance future service development (Australian Sports Commission, 2000a). Moreover, there were also mentioned about three performance measurement types distinguished in public transit system of firm, included technical efficiency, service effectiveness, and technical effectiveness. Among these types, two significant components were briefed below: (a) service effectiveness, the relationship between produced service and consumed services when a firm‟s success in attracting maximum ridership from given measures produced outputs. It represents the relationship between produced services and 27.

(40) consumed services; (b) technical effectiveness, the relationship between inputs and consumed services which measures a firm‟s success in attracting maximum ridership from minimum inputs. Although this research proposed performance measurement came from different field, it still can be seen something in common. The service effectiveness type can be viewed as recruit competent volunteer for producing sufficient service to contribute. As to technical effectiveness, it is similar to attract enough volunteer number to provide service from limit resource and competitive environment. Furthermore, apply to this measurement; it mainly estimated the volunteer‟s service competence. It contained individual efficiency from internal or external challenge. Thus, the ability of volunteer service reflected effectiveness resulting in meet the certain objectives of the program (Yu, 2008). Nevertheless, the factor of affect service performance did not just result from the ability of volunteer. Ghazali (2003) argued that the positive or negative volunteer management will reflect on the satisfaction of volunteer engagement. The condition when they were most satisfied on job setting and mental dimension included the following: job function, appropriate reward, good leadership, accurate operational procedure, colleague relationship, and effective communication. Satisfaction of volunteer is not only on the mental reflection, but most especially important on recruitment and retaining. Accordingly, on the volunteer management, a professional and systematic management would be perfect, especially when a large-scale need abundant volunteers. The organization had demand to recruit adequate members, the more the better, in order to conduct screening and job distribution. Hence, it can make all of volunteer feel satisfied (Chan & Yeh, 2014). In addition to sufficient members of volunteer, Yoo, Brooks, and Patti (2007) identified that service performance was 28.

(41) strongly linked to management practice. Also, management has to make sure that the working environment is good, and the employees can fit in the organization. Consistently, the effective management was a big factor to maintain work environment and promote their service development. It referred that management would affect the satisfaction of volunteer; further, extend to influence service effectiveness. Through service experience, volunteers were stimulated to understand the importance of team work, which was one of key point on service effectiveness (Chen, 2013). It can be seen that having a good relationship and cooperation with teammates, it would improve the effectiveness on service. Above mentioned several factors would affect service effectiveness. Barrett and Sorensen (2015) identified that as a formal performance evaluation system; it can not only assist to enhance the outcome of program, but also improve the service after organization adopted. However, the programs didn‟t address the evaluation, resulting in obtaining less practical information. In conclusion of this session, there are several factors would affect service effectiveness which proposed by previous reviews. Those factors would be explored and mentioned in this study, for instance, the ability of volunteer, satisfaction of volunteer, team work, and management practice. If organization did not put more attention on service performance; otherwise, the practical information would decrease, and service cannot deliver to the people in needed effectively. Consequently, the service effectiveness can be examined by the evaluation system that comes from different type of organizations and objectives. The following is the exploration about various type of international volunteer service. 29.

(42) The Types of International Volunteer Service Base on relevant literature reviews about international volunteer; mainly include types, content, performance and relationship, and the importance of it. The trend of globalization brings the life style were different from several centuries before, and made international political, economic and environment to interact each other. This was really significant to have cross-border cooperation. Lots of non-profits organization took more burden on international rescue, medical and education. For example, there are Doctors Without Borders, The Red Cross Society, United Nations Volunteers (UNV), and World Vision. They can gather human capitals and supplies during a short time, providing appropriate assistance in the area in need (Chao, 2013). In order to cultivate these volunteers to be the valuable resource, organization should provide appropriate training and allow them to do their duty. While participating in the training or self-learning, it can benefit the service function and increase recognition of work; and they can effectively achieve service quality on learning skill (Chen, 2002; Chen, C. K., 2005). Therefore, these studies (Chen, 2002; Chen, C. K., 2005) refereed that no matter which services types conducted, the success indicator was to accomplish the mission for the expected goal and try to increase the service quality. Service Types Classification. In terms of classification of service, Yavas and Riecken (1985) suggested that the actual number of service hours contributed from volunteer could be one of the classified ways. The other previous study revealed that the most common service content comprised medical, 30.

(43) humanitarian aids, cultural, and scientific and technological service exchange (Chen, 2013). For the range of NGOs diplomatic activities is quite extensive, including: democracy promoting, human rights protection, cultural exchanges, news, health, environmental protection, trade and investment, science and technology exchange, international labor, humanitarian aids, refugee protection, and religious exchanges (Lin, 2003). Hall et al. (2005) referred that several organizations delivered their service in the area such as social services, education, health, community development and housing; in the other hand, the organization express the service function in religion, sports, arts and culture, recreation, environmental protection, civic advocacy, labor, business, and professional associations. For other perspective, it was identified that international development program of volunteer work mainly addressed the need on education, health and sanitation in most cases (Palmer, 2002). These researches presented that the function and operation of service delivery in the organizations can be quite different. Furthermore, this research also randomly figured out the service items from several international non-profit organizations currently as sample. At first, Mercy Corp had conducted various services for years, contained: agriculture, children & youth, conflict management, disaster preparedness, economic opportunity, education, emergency response, environment, health, water, women & gender, and more. Secondly, Global Vision International had worked on construction, animal care, education, and so on. International Volunteer HQ (IVHQ) had placed more than 63,000 volunteers overseas, and their service project ranged from teaching, healthcare, to childcare (Vandenberg, 2017). As for American Council for Volunteer International Action (InterAction), one of their service items was 31.

(44) international development which included agriculture, environment & climate, gender equality, and global health; and another part was humanitarian action. Moreover, the service items of World Vision contained health, disaster response, economic development, food agriculture, child protection, education, disability inclusion, and so on. According to Taiwan International Cooperation and Development Found (TaiwanICDF), they had provided seven main fields on agriculture, micro-enterprise development, ICT, health, education, environment, humanitarian aids (Taiwan International Cooperation and Development Found, 2007). The last but not the least, Food for the Poor had provided lifesaving food, secure housing, clean water, healthcare, emergency relief, micro-enterprise projects and education opportunities to the people in the needy. According to previous researches, this study developed the table for four classifications which was the most conducted frequently: education and culture, health and sanitation, environmental protection, and humanitarian aids, see Table 2.1. As for Table 2.2, it presented the service projects from several non-profit organizations, which most served: agriculture, education, health. Consequently, it was discovered that there were several key aspects to literature on service types of international volunteer in the most common. According to previous research, this study compiled the classification into five types: education and culture, health and sanitation, environmental protection, humanitarian aids, and agriculture. Due to the limited time of data collection, the dimension of agriculture would be neglected in this study. Consequently, only four types were adopted in this research as reference.. 32.

(45) Table 2.1. The Types of International Volunteer Service Previous Study. Service Types. Chen (2013). Medical, humanitarian aids, cultural, and scientific and technological service exchange.. Hall, Easwaramoorthy,. Social services, education, health, community development. Sokolowski, & Solomon. and housing, religion, sports, arts and culture, recreation,. (2005). environmental protection, civic advocacy, labor, business, and professional associations.. Lin (2003). Democracy promoting, human rights protection, cultural exchanges, news, health, environmental protection, trade and investment, science and technology exchange, international labor, humanitarian aids, refugee protection, and religious exchanges.. Palmer (2002). Education, health and sanitation.. Table 2.2. The Service Types from Non-Profit Organization Non-profit Organization. Service Types. Mercy Corp. Agriculture, children & youth, conflict management, disaster preparedness, economic opportunity, education, emergency response, environment, health, water, women & gender.. Global Vision International. Construction, animal care, education.. IVHQ. Teaching, healthcare, childcare. InterAction. International development (agriculture, environment & climate, gender equality, global health); humanitarian action.. World Vision. Health, disaster response, economic development, food agriculture, child protection, education, disability inclusion. (continued). 33.

(46) Table 2.2. (continued) Non-profit Organization. Service Types. TaiwanICDF. Agriculture, micro-enterprise development, ICT, health, education, environment, humanitarian aids.. Food for the Poor. Lifesaving food, secure housing, clean water, healthcare, emergency relief, micro-enterprise projects and education opportunities.. Individual Development. In terms of individual development, if participation could obtain satisfaction and highly self-demands on service, it would increase the service willingness of sustainability (Chen, 2013). They would also grow up on following dimensions: political transformation, intelligence, moral, relationship, mental and culture (Kiely, 2004); moreover, they could relevantly enhance the perception, mutual relationship and reorganization of professional skill (Gaines-Hanks & Grayman, 2009). Cultivating leaders with international perspectives, inspiring diversity cultural sensitivity, and broaden learning experience abroad (Ho & Chiu, 2010). As a result, among these numerous reviews, reported the diversity of the service activities and categories for each organization. Furthermore, volunteer can enhance their internal ability in the organization when engaging the service.. 34.

(47) CHAPTER III. RESEARCH DESIGN & IMPLEMENTATION. This chapter gave an overview of the information on the research design in terms of research framework, research method, participants, data collection, data analysis, measurement, and research procedure in this study. For fulfill the purpose, this research adopted certain research method to explore the roles and functions, the recruitment process, and service effectiveness of international volunteer.. Research Framework The research framework, see Figure 3.1., of this study was constructed by theoretical and practical field, and proposed in accordance with the literature review. It illustrated the roles and functions, recruitment processes situation and issue, as well as the service effective of international volunteer from related reviews at first. These three main sessions were investigated from literature review. As for the interview result, the author illustrated the result and findings from interview. It also contained the roles and functions of international volunteer, and service effectiveness of international volunteer from the perspective of interviewees. Moreover, the current recruitment process adopted by different organizations and recruiters was also proposed. After understanding and comparing the situation from theoretical and practical dimension above, the framework concluded the result, suggestions, and expectation. It was proposed in order to shorten the gap from both literature review and interviewees as the purpose of this study.. 35.

(48) Figure 3.1. Research framework.. Research Method In this study, the researcher adopted qualitative method based on the in-depth interview. Hancock, Ockleford, and Windridge (1998) identified that the main purpose of qualitative method was to explore the social phenomena by developing the explanations. This method would also guide this study to acquire the new concept with describing and interpreting. Therefore, it was appropriate to adopt a qualitative method to deeply explore the roles and functions, recruitment processes, and service effectiveness of international volunteer in current society. Besides, the suggestions were provided from participants in order to reduce the gap between theoretical evidence and the practical situation. An in-depth and semi-structure interview was the core method to collect data in this 36.

(49) research. Through semi-structured interview from recruiters and international volunteers purposively selected, multiple-case study was utilized to obtain stronger evidence with thick description of the real condition. During the interview process, tape-recorded and hand-write-recorded were conducted simultaneously. Furthermore, the researcher utilized a website named oTranscribe (http://otranscribe.com/) which is helpful on-line tool to facilitate typing into script. By transcribing transcript, researcher would provide the script record to interviewees confirmed. Besides, according to Alexander (2004) reported McMillan and Schumacher mentioned in 1997, “phenomenology is the exploration of an individual‟s experience with a particular phenomenon” (p.35). Because this study aimed to explore the roles, recruitment process, and service effectiveness of international volunteer currently and experimental perspective with observation from researcher, there was a need to adopt exploration research. Based on the previous researches (Chen, 2013; Hall, et al., 2005; Lin, 2003; Palmer, 2002), this study classified the highest repetitive functions and operation. These were distinguished into four types: Education and Culture, Health and Sanitation, Environmental Protection, and humanitarian aids, see Table 3.1. (on p. 39).. Participants The target participants of the study involving in fifteen participants, half of them had the experience of recruiting international volunteer, and rest of them had oversea experience of voluntary service. The criteria of defining the participants are: (a) administrators or leaders in nonprofit organization with experience of recruiting international volunteers; (b) international volunteer had been abroad to service. For a detailed explanation on qualification, there was 37.

(50) an invitation for the recruiter despite of a student in this study. As long as the person who was fit in the qualification illustrated above, it can be one of the candidate in the interview pool. On the other aspect, the participants originally contained eight recruiters and eight international volunteers in Taiwan; however, one of institution was unable to provide recruiter. Therefore, total fifteen interviewees were interviewed in this research through convenience sampling. These were divided into eight pairs those came from eight different institutions with the experience of international volunteer service activity, which included one pilot test pair. And more, each pair consisted of one recruiter and one international volunteer. According to previous researches, the service operation was in distant, so this study carefully compiled four most common service functions: education and culture, health and sanitation, environmental protection, and humanitarian aids, see Table 2.1. (on p.32) and Table 2.2 (on p.33). Furthermore, each pair was carefully selected from different service function. For example, two pairs came from two different organizations which were mainly focused on cultural and educational service; and the following two pairs could be the members who worked on humanitarian aids dimension. Thus, this study invited fifteen interviewees from eight organizations who dedicated to four different service field, shown in Table 3.1. and Table 3.2. Recruiters were named letter a, and international volunteers were named letter b. Capital A to H meant eight different organizations.. 38.

(51) Table 3.1. The Description of Interview Participants- Recruiters Interviewees Gender Aa. Female. Position (Currently). Recruitment Experience. Social Worker. 2015 (4 times). Service Org.* AUT. Service Type Education & Culture. Ba. Female. Student. 2014-2016. CCU. (1 time per year) Ca. Male. Education & Culture. Doctor/. 2004-2016. Taiwan. Health &. Executive. (depends). Health Corps. Sanitation. Executive. 2014-2016. VYA. Environment. Secretary. (2 times per year). Administrative. 2015-2016. Secretary. (depends). Officer Ea Fa Ga Ha. Female Male Female Female. Administrative 2014-2016 (above Staff. 20~30members). Dean. 2014. Protection ELIV. Environment Protection. TaiwanICDF. (one time). Humanitarian Aids. TFCF. Humanitarian Aids. *Note: CCU= Chung Cheng University; TaiwanICDF= Taiwan International Cooperation and Development Fund; TFCF=Taiwan Foundation for Children and Families; Taiwan Health Corps; VYA=Vision Youth Action; AUT= Asia University Taiwan.. Originally arranged to invite eight recruiters in order to match the criteria, however, one of organization cannot offer the recruiter. Therefore, seven recruiters had been interviewed through internet or face-to-face. These recruiters all have great experience recruiting international volunteer in Taiwan at least one year. The longest recruitment experience of them is 13 years. Most of them had delivered oversea service before, and then dedicated to 39.

(52) the nonprofit organization to manage international volunteer in nearly years. Few of recruiters did not go abroad with international volunteer because of responsibility limited to official documentary processing.. Table 3.2. The Description of Interview Participants- International Volunteers Interviewees. Gender. Ab. Female. Position. Voluntary. (Currently). Experience. Social Worker. 2015. Service Org.. Service Type. AUT. Education &. (one month) Bb. Female. Student. 2015. Culture CCU. (one month) Cb. Female. Education & Culture. Doctor/. 2008-2016. Taiwan. Health &. Legislator. (one month. Health Corps. Sanitation. TRMPC*. Health &. per year) Db Eb. Male Male. Nurse. 2015. Practitioner. (two months). Student. 2013-2016. Sanitation VYA. (within one. Environment Protection. month per year) Fb. Male. Student. 2016 (within. ELIV. one month) Gb Hb. Female Female. Administrative. 2014-2015. Staff. (one year). Student. 2015 (one month). Environment Protection. TaiwanICDF. Humanitarian Aids. TFCF. Humanitarian Aids. *Note: TRMPC=Taiwan Root Medical Peace Corps. These eight interviewees have completely been interviewed as schedule. These international volunteers went abroad to serve others through different service types. The 40.

(53) oversea service experiences were minimized at least one year, and others maximized to nine years. Some of them served within couple weeks, few of them stayed there for a year. All of interviewees were qualified in the criteria of this study. Based on the confidential issue, this study adopted code instead of the participant real name. Although each participant provided various feedback, these opinions were still formed to support the credibility of participants.. Data Collection After the relevant literature was collected and analyzed, the importance of the roles as international volunteer, development of international volunteer service, the theoretical recruitment process, factors influencing service effectiveness, and the type of service effectiveness were organized. Then researcher comprehensively understood about how theories proposed the challenge within incompetent volunteer and useless management and the effect factors of service effectiveness. Therefore, this study adopted in-depth interview to collect data.. Instrument For getting adequate information, the appropriate instruments were well prepared. The interview questions were designed based on literature review, in order to explore the knowledge about international volunteer, the challenge about recruitment and international volunteer, and also the classification of international volunteer service functions. In addition to the basis of theory, the interview questions and interview guideline were also reviewed by expert, advisor, and peers who had interview experience. The pilot interview was conducted with three recruiters and three international 41.