The service volunteer – loyalty chain: an exploratory study of charitable not‐for‐profit service organizations

Abstract

Many not-for-profit organizations rely on volunteers to help accomplish their service objectives. Although volunteers work alongside or in some cases replace employees in the delivery of service, incorporating volunteer labor into the service delivery system of the not-for-profit poses unique challenges. Understanding these challenges represents an important foundationbuilding step in understanding the implications for service design and service operations when using volunteers. This paper identifies and describes service design and operational factors relevant to volunteer satisfaction in not-for-profit organizations. Using data collected from 288 volunteers working in 43 not-for-profit agencies, the study explores the elements of service delivery that impact volunteer satisfaction, and further tests the relationship between volunteer satisfaction and loyalty to the not-for-profit organization. Findings include that satisfied volunteers are more likely to remain for longer periods of time with the same organization, are more likely to donate financially to the not-for-profit, and are more likely to recommend the volunteer experience to others. Each of these outcomes helps to ensure the continued sustainability of the not-for-profit organization. #

Metro Meals on Wheels Treasure Valley Employs a Low-Cost Routing Tool to Improve Deliveries

“…Although volunteer satisfaction is difficult to value, it is critical, because it directly affects volunteer retention (Wisner et al 2005). Additionally, on some routes, the reduced route times have benefitted Metro Meals on Wheels because it allowed the organization to increase the number of meals delivered by some volunteers on their routes; this represents a capacity increase for the organization, without a corresponding increase in the number of volunteers.…”

Does Emotional Intelligence Influence Employees, Customers and Operational Efficiency? An Empirical Validation

“…On the other hand, from employees' perspective, it is the current job and approach towards the job that lead to EL and retention. Wisner (2005) found that satisfied volunteers are more likely to remain for longer periods of time with the same organization, donate financially, and recommend the volunteer experience to others. ES and EL remained for long a challenge, and they are now critical for the industry to compete globally in terms of improving SQ and OE.…”

Determinants of social commitment in the young. Applying the Theory of Reasoned Action

“…Judging by the number of studies published, considerably less time and effort has been devoted to this area than to the issue of segmentation. Prominent works to emerge in this field include Bendapudi et al (1996), Webb et al (2000), Wymer and Starnes (2001), Wisner, Stringfellow, Youngdahl, and Parker (2005), Briggs et al (2007), Ranganathan and Henley (2008), Vecina, Chacón, Sueiro, andBarrón (2012), Veludo-de-Oliveira et al (2013) and Lee, Won, and Bang (2014) as well as research based on the commitment-trust model developed by Morgan and Hunt (1994), Sargeant and Lee (2004), MacMillan, Money, Money, and Downing (2005) and Sargeant et al (2006). Bendapudi et al (1996) merge relevant research on marketing, economics, sociology and social psychology in an effort to further theoretical understanding of helping behaviour and posit a model which serves as a guide for NGOs.…”

“…The works of Wisner et al (2005) and Vecina et al (2012) focus on an analysis of volunteer satisfaction. Wisner et al (2005) report a close link between volunteer satisfaction with their work and loyalty towards the organisation.…”