The service volunteer - Loyalty chain: An exploratory study of charitable not-for-profit service organizations

Journal of Operations Management

Volumn 23, Issue 2 SPEC. ISS., 2005, Pages 143-161

  Wisner, Priscilla S ^a   Stringfellow, Anne ^a   Youngdahl, William E ^a   Parker, Lenore ^b  

^a Banner Thunderbird Medical Center   (United States)

^b Volunteer Center of Maricopa County   (United States)

Author keywords

Not for profit sustainability; Volunteer satisfaction; Volunteer service design

Indexed keywords

HOSPITALS; LIBRARIES; MARKETING; OPERATIONS RESEARCH; PERSONNEL; SOCIAL ASPECTS; SOCIAL SCIENCES;

NOT-FOR-PROFIT SUSTAINABILITY; SERVICE OPERATIONS; VOLUNTEER SATISFACTION; VOLUNTEER SERVICE DESIGN;

SOCIETIES AND INSTITUTIONS;

EID: 13444267701     PISSN: 02726963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jom.2004.07.003     Document Type: Article

References (51)

1. J.C. Anderson, and L.F. Moore The motivation to volunteer Journal of Voluntary Action Research 7 1978 120 129
2. H.S. Becker Notes on the concept of commitment American Journal of Sociology 66 1960 32 40
3. D.E. Bowen, and E.E. Lawler III The empowerment of service workers: what, why, how, and when? Sloan Management Review 33 3 1992 31 39
4. D.E. Bowen, and E.E. Lawler III Empowering service employees Sloan Management Review 36 4 1995 73 84
5. J. Browne A framework for service employee scheduling Industrial Management 39 3 1997 1 2
6. R.B. Chase Where does the customer fit into service operation? Harvard Business Review 56 1978 137 142
7. R.B. Chase The customer contact approach to services: theoretical bases and practical extensions Operations Research 29 1981 698 706
8. R.B. Chase, and D.M. Stewart Make your service fail-safe Sloan Management Review 35 3 1994 35 45
9. G.A. Churchill A paradigm for developing better measures of marketing constructs Journal of Marketing Research 16 1 1979 64 73
10. L.S. Cook, D.E. Bowen, R.B. Chase, S. Dasu, D.M. Stewart, and D.A. Tansik Human issues in service design Journal of Operations Management 2 20 2002 159 174
11. P.F. Drucker Managing the Not-for-profit Organization: Principles and Practices 1992 Free Press New York
12. A. Etzioni A Comparative Analysis of Complex Organizations 1975 Free Press New York
13. S.M. Farmer, and D.B. Fedor Volunteer participation and withdrawal: a psychological contract perspective on the role of expectations and organizational support Not-for-profit Management and Leadership 9 1999 349 367
14. S.M. Farmer, and D.B. Fedor Changing the focus on volunteering: an investigation of volunteers' multiple contributions to a charitable organization Journal of Management 27 2 2001 191 211
15. J.A. Fitzsimmons, and M.J. Fitzsimmons Service Management 2003 McGraw-Hill/Irwin Burr Ridge, IL
16. J. Fox, and D. Wheeler Add volunteering to the mix of balancing work and family: the findings and implications for volunteer administration The Journal of Volunteer Administration 20 4 2002 27 34
17. R. Gibboney Service learning and commitment to community: exploring the implications of honors students' perceptions of the process 2 years later Nonprofit and Voluntary Sector Quarterly 25 4 1996 506 524
18. D.D. Gremler, and S.W. Brown Service loyalty: its nature, importance, and implications B. Edvardsson Advancing Service Quality: A Global Perspective QUIS-5, Conference Proceedings University of Karlstad, Karlstad 1996
19. Grube, J., Piliavin, J., 1996. Role identity, organizational commitment, and volunteer performance. Paper Presented at the Society for the Psychological Study of Social Issues.
20. J.S. Guseh, and R. Winders A profile of volunteerism in North Carolina The Journal of Volunteer Administration 20 4 2002 35 41
21. J.L. Heskett, T.O. Jones, G.W. Loveman, and W.E. Sasser Jr. Putting the service-profit chain to work Harvard Business Review 72 2 1994 164 174
22. J.L. Heskett, W.E. Sasser, and L.A. Schlesinger The Service Profit Chain 1997 Free Press New York
23. A.O. Hirschman Exit, voice, and loyalty 1970 Harvard University Press Cambridge, MA
24. Independent Sector, 2001. Giving and Volunteering in the United States: Key Findings. Independent Sector, Washington, DC.
25. W.A. Kamakura, V. Mittal, F. de Rosa, and J. Afonso Mazzon Assessing the service profit chain Marketing Science 21 3 2002 294 317
26. J. Kandampully Service quality to service loyalty: a relationship which goes beyond customer services Total Quality Management 9 6 1998 431 443
27. D.L. Kellogg, and R.B. Chase Constructing empirically derived measures for customer contact Management Science 41 11 1995 1734 1749
28. C. Lovelock, and J. Wirtz Service Marketing: People, Technology Strategy 2004 Pearson Prentice-Hall Upper Saddle River, NJ
29. P.J. Murk, and J.F. Stephan Volunteers: How to get them, train them, and keep them Economic Development Review (Summer) 1991 73 75
30. M. Nunn Volunteering as a tool for building social capital The Journal of Volunteer Administration 20 4 2002 14 20
31. J.C. Nunnally, and I.H. Bernstein Psychometric Theory 3rd ed. 1994 McGraw-Hill New York
32. M.P. O'Driscoll, D.R. Ilgen, and K. Hildreth Time devoted to job and off-job activities, interrole conflict, and affective experiences Journal of Applied Psychology 77 1992 272 279
33. A. Parasuraman, V.A. Zeithaml, and L.L. Berry A conceptual model of service quality and its implications for future research Journal of Marketing 49 Fall 1985 41 50
34. Park, K., 2004. Tempe police involve citizens. Arizona Republic (February 19). Available at http://www.azcentral.com.
35. J.L. Pearce Volunteers: the organizational behavior of unpaid workers 1993 Routledge London
36. L.A. Penner, and M.A. Finkelstein Dispositional and structural determinants of volunteerism Journal of Personality and Social Psychology 74 1998 525 537
37. J.A. Piliavin, and P.L. Callero Giving Blood: The Development of an Altruistic Identity 1991 Johns Hopkins Baltimore, MD
38. S.D. Pugh, J. Dietz, J.W. Wiley, and S.M. Brooks Driving service effectiveness through employee-customer linkages Academy of Management Executive 16 4 2002 73 85
39. F.F. Reichheld, and W.E. Sasser Jr. Zero defections: quality comes to services Harvard Business Review 68 5 1990 105 111
40. Rose, B., Rosin, L., 2002. Internet 8. Arbitron Inc./Edison Media Research, New York, NY. http://www.arbitron.com/webcast_ratings/home.htm.
41. J.H. Sargent Satisfaction and other determinants of length of service of volunteer firefighters Dissertation Abstracts International 53-09A 1992 3274 State University of New York at Buffalo
42. Silcox, H.C., 1993. A How to Guide to Reflection: Adding Cognitive Learning to Community Service Programs. Brighton, Holland, PA.
43. S. Stryker Symbolic Interactionism: A Social Structural Version 1980 Benjamin/Cummings Menlo Park, CA
44. The Volunteer Center, 2003. Survey of non-profit volunteer coordinators.
45. U.S. Department of Commerce, 2000. Falling through the net: toward digital inclusion. U.S. Department of Commerce.
46. A. Wilson, and G. Pimm The tyranny of the volunteer: the care and feeding of voluntary workforces Management Decision 34 4 1996 24 40
47. W.W. Wymer Segmenting of volunteers using values, self-esteem, empathy, and facilitation as determinant variables Journal of Nonprofit and Voluntary Sector Marketing 5 1997 3 28
48. W.W. Wymer, and S. Samu Volunteer service as symbolic consumption: gender and occupational differences in volunteering Journal of Marketing Management 18 2002 971 989
49. V.A. Zeithaml, A. Parasuraman, and L.L. Berry Delivering Quality Service: Balancing Customer Perceptions and Expectations 1990 Free Press New York
50. V.A. Zeithaml, L.L. Berry, and A. Parasuraman The behavioral consequences of service quality Journal of Marketing 60 1996 31 46
51. R. Zemke, and D. Schaaf The Service Edge: 101 Companies that Profit from Customer Care 1989 New American Library New York