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Blueprinting perspective to managing giving

Polonsky, Michael and Garma, Romana 2003, Blueprinting perspective to managing giving, in AMS 2003 : Academy of Marketing Science annual conference : Creating and delivering value in marketing : worldwide perspectives on a value-centric orientation, Academy of Marketing Science, Coral Gables, Fla., pp. 1-5.


Title Blueprinting perspective to managing giving
Author(s) Polonsky, Michael
Garma, Romana
Conference name Academy of Marketing Science. Conference (26th : 2003 : Washington D.C.)
Conference location Washington D.C.
Conference dates 28–31 May 2003
Title of proceedings AMS 2003 : Academy of Marketing Science annual conference : Creating and delivering value in marketing : worldwide perspectives on a value-centric orientation
Editor(s) Spotts, Harlan E.
Publication date 2003
Start page 1
End page 5
Publisher Academy of Marketing Science
Place of publication Coral Gables, Fla.
Summary This paper examines the potential of using service blueprinting to assist non-profit organizations in better managing their donation efficiency by identifying the complexities of the donation process from a customer perspective, which in turn should allow them to better meet the needs of those they seek to assist. A disregard of donors’ expectations in relation to the overall experience could potentially result in “dissatisfaction” and thus reductions in future donations to a given organization.
ISBN 0939783258
9780939783250
ISSN 0149-7421
Language eng
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
HERDC Research category E1.1 Full written paper - refereed
ERA Research output type E Conference publication
Persistent URL http://hdl.handle.net/10536/DRO/DU:30016247

Document type: Conference Paper
Collections: School of Management and Marketing
Higher Education Research Group
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