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.

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Title Managing the donation service experience : a case study
Author(s) Polonsky, MichaelORCID iD for 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
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
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