Deakin home > Deakin University Library > Deakin Research Online > Managing the donation service experience : a case study

Managing the donation service experience : a case study

Polonsky, Michael and Sargeant, Adrian 2007, Managing the donation service experience : a case study, Nonprofit management and leadership, vol. 17, no. 4, Summer, pp. 459-476.

Document type: Journal Article
Collections: School of Management and Marketing
Higher Education Research Group
Attached Files (Some files may be inaccessible until you login with your Deakin Research Online credentials)
Name Description MIMEType Size Downloads

Title Managing the donation service experience : a case study
Author(s) Polonsky, Michael
Sargeant, Adrian
Journal name Nonprofit management and leadership
Volume number 17
Issue number 4
Season Summer
Start page 459
End page 476
Publisher Wiley Periodicals
Place of publication Hoboken, N.J.
Publication date 2007
ISSN 1048-6682
1542-7854
Summary This article examines the implications for nonprofits of managing donation exchanges using customer relationship management and service blueprinting. It presents a case study of one U.K.-based nonprofit and identifies a range of issues that might make managing donation service exchanges more complex than occurs in the for-profit setting. In particular, the fact that there are multiple simultaneous exchanges means that it may be difficult to separate donation processes from other organizational activities such as membership and campaigning. We explore the utility of service blueprinting in aiding the management of this complexity.
Language eng
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
HERDC Research category C1.1 Refereed article in a scholarly journal
Copyright notice ©2007, Wiley Periodicals
Persistent URL http://hdl.handle.net/10536/DRO/DU:30016268
Connect to link resolver
 
Unless expressly stated otherwise, the copyright for items in Deakin Research Online is owned by the author, with all rights reserved.
Versions
Version Filter Type
Access Statistics: 395 Abstract Views, 8 File Downloads  -  Detailed Statistics
Created: Thu, 23 Apr 2009, 10:02:51 EST by Rachael Mackenzie