摘要
本研究緣起於觀察2003年2月18日韓國大邱市地鐵縱火事件及幾起其它軌道運輸行車事故，發覺第一線行車人員的緊急應變，影響著事故處理結果。惟此，因行車人員的不同產生不同的結果，不是軌道運輸業所期望的穩定運轉品質。在期望降低這變異關鍵因素影響程度之下，引發出本研究之動機與目的¬－釐清軌道運輸業行車人員緊急應變行為模式是甚麼?並進一步探討其背後所需的職能為何?以利提供軌道運輸經營機構未來在行車人力的甄選、培訓及績效考核之用，讓固定的人力資源品質，確保事故處理的績效。
本研究以質性研究方式進行，先透過文獻回顧，瞭解軌道運輸定義、特性及其安全管理方式，事故危機處理與決策的相關理論，以及行為與職能間相互因果關係之概念。再以此文獻探討結論為架構，深入訪談，釐清出軌道運輸業對事故處理的績效要求，是將事故衝擊降至最小，包括人員安全保障、設備財產保護、處理時間效率及及旅客感受關照四大面向。另再透過行為事例法訪談，瞭解軌道運輸業行車主管推薦人員在行車事故個案之行為表現，然後歸納出「完整掌握事故資訊」、「立即做出安全性緊急處置」、「能有效傳達訊息或指令」、「精確地診斷事故問題點」、「掌握救援資源」、「快速選擇或擬定適當因應對策」、「能關照旅客權益與感受」、「同時能進行多項工作」等八項優質緊急應變行為。最後再參考Spencer & Spencer職能辭典的一般職能項目，回推出符合這些行為模式因果關係之職能要素，並建立起以「技術/專業知識」、「組織承諾實現」、「重視次序、品質與精確」、「冷靜自信」、「同理心」、「果斷與職權運用」、「資訊蒐集」、「推理能力」、「洞察能力」、「多工能力」等十項職能要素與其行為特徵構成的職能模型。
本研究有其研究限制，但研究出的緊急應變職能模型，可供軌道運輸經營機構未來甄選、培訓及考核行車人力之用，期望對企業人資管理有所幫助；未來在研究限制解除之下，建議繼續擴大本研究之範疇，增加相關本研究之意涵。

Abstract
This research is motivated by the arson event of Korea’s Daegu City subway on Feb/18/2003 and other traffic accidents in the track transportation industry in which the emergency response action taken by the front-line crew who detected the incident affects the event treatment result. Due to varied crews, different results will be caused and it is not the stabilized transportation quality that should be expected by the track transportation operator. With the hope to minimize the influence of key variation factors, the motivation and the purpose of this research is developed in order to clarify the behavior mode to be taken by the crews of the track transportation industry in responding to the emergency event. Further, it will study the level of underlying competence for providing a referential basis to the track transportation operator in the selection, cultivation, and performance evaluation of future on-board crews that stabilize human resource competence could be maintained to ensure the quality of incident treatment performance.
This research will be conducted by Qualitative Research Method, which includes the literature review, methodology studying, understanding the definition, characteristics and safety management method of track transportation, treatment of crisis resulting from the incident, decision-making related theory and the concept on cause-and-effect relationship between behavior and competence. Based on the conclusions resolved from literature studying, further interviews will be conducted to clarify the performance requirements of track transportation operators for the incident treatment. In this way, it is hoped to minimize the incident impact, including the consideration of the following four aspects, i.e. personnel safety protection, equipment/property protection, treatment duration efficiency and the feeling of passenger care. In addition, the Behavior Case Study Method is also employed to understand the behavioral performance of the crew recommended by the track transportation supervisor in the traffic incident case. The result will be collated and summarized in “completely-controlled incident information”, “in-time safety emergency treatment”,” effective message or command transfer”, “accurate incident source diagnosis”, “rescue resources control”,” quick decision-making, appropriate response action”, “the caring of passenger benefits and feeling”, and “performing other jobs at the same time”. Finally, reference will be made to the general competence items contained in Spencer & Spence Competence Dictionary to conclude the competence elements relating to the cause-and-effect of behavior model. In the meantime, it will also be based to develop the following 10 competence elements in aspects of “skill/professional knowledge”, “realization of organization commitment”, “emphasis of sequence, quality and accuracy”, “calm and self-confidence”, “sympathy”, “decisive and authority implementation”, "information collection", “reasoning ability”, “in-sight ability” and “diversification ability” as well as the competence described by behavior features.
The scope of study is limited for this research. However, the configured emergency response competence model can be used to support the track transportation operator in the selection, cultivation and evaluation of future on-board crews so that they may render certain contribute to the HR management of company. With the released restriction in the future, it is suggested that the scope of this research should be expanded so as to enhance the meaning level of this research.

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