隨著人口高齡化、聚落分散及公共運輸需求低密度化，偏鄉公共運輸逐漸由傳統固定路線服務轉型為需求反應式運輸服務（Demand Responsive Transport Services, DRTS）。然而，既有研究多聚焦於服務供給、制度設計、營運績效及服務效益，較少從第一線駕駛之招募、工作適配、制度支持與留任形成歷程探討人力穩定問題，亦較少整合人力資源管理與公共治理觀點分析偏鄉公共運輸制度之運作。因此，如何建立兼顧制度治理與第一線人力穩定之管理機制，已成為偏鄉公共運輸永續發展的重要課題。
本研究以臺南市小黃公車為研究個案，採質性個案研究法，透過政府部門三位、營運業者兩位及第一線駕駛五位，共十位關鍵知情者進行深度訪談，並結合行政契約、營運管理文件、政策資料及相關制度文本進行分析。研究以真實工作預覽（Realistic Job Preview, RJP）、人職適配（Person–Job Fit, P–J Fit）、知覺組織支持（Perceived Organizational Support, POS）及治理介面（Governance Interface）為理論基礎，採框架分析（Framework Analysis）進行資料整理與分析，並透過三角檢證（Triangulation）提升研究結果之可信度。
研究結果顯示，偏鄉公共運輸駕駛之留任並非單一因素所致，而是招募資訊揭露、工作適配、制度支持及治理運作共同作用之結果。招募階段除應揭露工作內容外，亦須充分說明制度規範、權責關係、工作風險及支持機制，以降低工作期待落差並促進人職適配。固定班次、規律工時與可預期收入，有助於建立工作穩定性；而客訴、事故及服務爭議等關鍵事件中的即時協助、主管介入與公平歸責，則有助於累積第一線駕駛之知覺組織支持，進而提升留任穩定性。此外，當服務需求成長速度超過治理量能提升幅度時，制度壓力可能透過政府、營運業者與第一線駕駛之治理互動逐步傳導至服務現場，增加工作負荷與情緒勞動，並影響人力穩定與制度運作。
依據研究結果，本研究歸納制度真實度（Institutional Realism）、事件後盾（Event Backing）及壓力外溢（Pressure Spillover）等分析觀點與概念，並建構偏鄉公共運輸駕駛之留任鏈機制（Retention Chain Mechanism），說明第一線工作者由制度理解、工作適配、制度支持至留任穩定之形成歷程；另提出三層治理架構，說明制度治理、營運管理與服務執行三個層級如何共同建構支持第一線人力穩定之制度環境，並進一步整合為偏鄉公共運輸人力治理整合架構（Human Resource Governance Integrated Framework），以呈現個體留任歷程與制度治理機制之互動關係。
本研究認為，偏鄉公共運輸之永續發展，不僅取決於交通政策、服務供給與制度治理，更有賴於支持第一線人力穩定之管理與治理機制。本研究將偏鄉公共運輸之分析焦點由傳統服務供給延伸至第一線人力穩定，並整合人力資源管理與公共治理觀點，提供理解制度型公共服務人力穩定形成機制之分析架構，可作為偏鄉公共運輸、公私協力公共服務及其他制度型公共服務在人力治理與制度實務發展上的參考。

Population aging, dispersed settlements, and low-density travel demand have accelerated the transition of rural public transportation from conventional fixed-route services to Demand Responsive Transport Services (DRTS). This study examines how recruitment information, job fit, organizational support, and governance arrangements influence driver retention in Tainan’s DRT Taxi-Bus Service. A qualitative case study was conducted through in-depth interviews with ten key informants, including three government officials, two transport operators, and five frontline drivers. Administrative contracts, operational documents, and policy materials were also analyzed using Framework Analysis, thematic analysis, cross-case comparison, and triangulation.
The findings show that driver retention is a cumulative process rather than the result of salary alone. Transparent disclosure of job duties, institutional requirements, risks, and support mechanisms reduces expectation gaps and strengthens person–job fit. Stable schedules, predictable income, and timely assistance during complaints, accidents, and service disputes enhance perceived organizational support. When service demand grows faster than governance capacity, institutional pressure is transmitted through government agencies, operators, and drivers, increasing workload and emotional labor.
The study proposes Institutional Realism, Event Backing, and Pressure Spillover as analytical concepts and integrates them into a Retention Chain Mechanism and a Human Resource Governance Integrated Framework. Sustainable rural transportation therefore requires governance mechanisms that support frontline workforce stability.

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