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, doi: 10.1002/nml.163. Attached Files Name Description MIMEType Size Downloads Title Managing the donation service experience : a case study Author(s) Polonsky, Michael orcid.org/0000-0003-2395-1311 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 DOI 10.1002/nml.163 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 Document type: Journal Article Collections: School of Management and Marketing Higher Education Research Group Related Links Link Description Connect to published version (restricted access) Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Thu, 23 Apr 2009, 10:02:53 EST Thu, 23 Apr 2009, 10:06:04 EST Thu, 23 Apr 2009, 10:11:33 EST Thu, 11 Jun 2009, 14:17:28 EST Tue, 28 Jul 2009, 10:31:55 EST Tue, 06 Oct 2009, 13:43:43 EST Tue, 06 Oct 2009, 14:49:13 EST Thu, 05 Nov 2009, 10:28:08 EST Fri, 20 Nov 2009, 09:16:50 EST Tue, 14 Feb 2012, 10:18:14 EST Tue, 14 Feb 2012, 10:20:23 EST Fri, 24 Feb 2012, 11:33:50 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 580 Abstract Views, 8 File Downloads  -  Detailed Statistics Created: Thu, 23 Apr 2009, 10:02:51 EST by Rachael Wilson

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