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Service blueprinting : a potential tool for improving cause-donor exchanges Polonsky, Michael and Garma, Romana 2006, Service blueprinting : a potential tool for improving cause-donor exchanges, Journal of nonprofit and public sector marketing, vol. 16, no. 1 & 2, pp. 1-20. Attached Files Name Description MIMEType Size Downloads Title Service blueprinting : a potential tool for improving cause-donor exchanges Author(s) Polonsky, Michael Garma, Romana Journal name Journal of nonprofit and public sector marketing Volume number 16 Issue number 1 & 2 Start page 1 End page 20 Publisher New York, N.Y. Place of publication Haworth Press, Inc. Publication date 2006-10 ISSN 1049-5142 Keyword(s) donation exchange service management blueprinting Summary This paper examines the potential for using service blueprinting to assist non-profit organizations in better managing donor exchanges. In many cases organizations are unclear of donors' expectations in relation to the overall giving experience. Failure to deliver on expectations could potentially result in donor 'dissatisfaction', which in turn may result in reductions of future donations to these organizations. This article begins with a review of blueprinting and the benefits of using such as tool as to assist in understanding the donation exchange. Zeithaml and Bitner's (2000) steps in building a blueprint are explained in the context of non-profit-donor exchanges. An example of a hypothetical blueprint provided to highlight the complexity and divergence encountered in such exchanges and used to identify potential problems associated with the various aspects of the donation experience. Finally, implications for managing giving and suggestions for future research are offered. Notes The original publication can be found at http://www.HaworthPress.com Language eng Field of Research 150399 Business and Management not elsewhere classified HERDC Research category C1.1 Refereed article in a scholarly journal ERA Research output type C Journal article Copyright notice ©2006, The Haworth Press, Inc Persistent URL http://hdl.handle.net/10536/DRO/DU:30016361 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 Fri, 15 May 2009, 09:45:15 EST Fri, 15 May 2009, 10:01:19 EST Fri, 15 May 2009, 10:07:02 EST Fri, 15 May 2009, 10:07:42 EST Thu, 11 Jun 2009, 14:36:06 EST Fri, 24 Jul 2009, 14:50:19 EST Tue, 28 Jul 2009, 09:12:48 EST Tue, 06 Oct 2009, 14:54:47 EST Tue, 06 Oct 2009, 14:56:41 EST Thu, 05 Nov 2009, 10:44:15 EST Fri, 20 Nov 2009, 09:17:49 EST Tue, 14 Feb 2012, 10:35:22 EST Tue, 14 Feb 2012, 10:37:32 EST Fri, 24 Feb 2012, 11:37:38 EST Filtered Full Citation counts: Cited 6 times in Scopus Search Google Scholar Access Statistics: 582 Abstract Views, 10 File Downloads  -  Detailed Statistics Created: Fri, 15 May 2009, 09:45:12 EST by Leanne Swaneveld

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