3068 13 70665 2 2411516 document 70665 lightbox.jpg image/png fa79a9e3d17d2dd492fe504cf756d5e0 MD5 62592 2020-10-20 02:49:19 https://vuir.vu.edu.au/3068/2/lightbox.jpg 3068 2 2 image/png other Thumbnails conversion from text to thumbnail_lightbox en staffonly

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http://eprints.org/relation/isVersionOf https://vuir.vu.edu.au/id/dark_document/70663 http://eprints.org/relation/isVolatileVersionOf https://vuir.vu.edu.au/id/dark_document/70663 http://eprints.org/relation/islightboxThumbnailVersionOf https://vuir.vu.edu.au/id/dark_document/70663 70666 2 2411517 document 70666 preview.jpg image/png 61bbac5d1e8c6f353b226a115cae76bd MD5 27803 2020-10-20 02:49:19 https://vuir.vu.edu.au/3068/3/preview.jpg 3068 3 3 image/png other Thumbnails conversion from text to thumbnail_preview en staffonly

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http://eprints.org/relation/isVersionOf https://vuir.vu.edu.au/id/dark_document/70663 http://eprints.org/relation/isVolatileVersionOf https://vuir.vu.edu.au/id/dark_document/70663 http://eprints.org/relation/ispreviewThumbnailVersionOf https://vuir.vu.edu.au/id/dark_document/70663 70667 2 2411518 document 70667 medium.jpg image/png 7e44fcb7504d5931d92415c306d07eef MD5 8297 2020-10-20 02:49:20 https://vuir.vu.edu.au/3068/4/medium.jpg 3068 4 4 image/png other Thumbnails conversion from text to thumbnail_medium en staffonly

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http://eprints.org/relation/isVersionOf https://vuir.vu.edu.au/id/dark_document/70663 http://eprints.org/relation/isVolatileVersionOf https://vuir.vu.edu.au/id/dark_document/70663 http://eprints.org/relation/ismediumThumbnailVersionOf https://vuir.vu.edu.au/id/dark_document/70663 70668 2 2411519 document 70668 small.jpg image/png 9401f588b464e87940c8bbc4d2847339 MD5 1694 2020-10-20 02:49:20 https://vuir.vu.edu.au/3068/5/small.jpg 3068 5 5 image/png other Thumbnails conversion from text to thumbnail_small en staffonly

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http://eprints.org/relation/isVersionOf https://vuir.vu.edu.au/id/dark_document/70663 http://eprints.org/relation/isVolatileVersionOf https://vuir.vu.edu.au/id/dark_document/70663 http://eprints.org/relation/issmallThumbnailVersionOf https://vuir.vu.edu.au/id/dark_document/70663 archive 664 disk0/00/00/30/68 2011-08-19 04:54:24 2021-08-27 07:44:34 2011-08-19 04:54:24 article show Polonsky Michael Jay Polonsky, Michael Garma Romana Garma, Romana pub HospitalityTourismMarketing FOR_2008_150300 ResPubID11251, donation exchange, service management, blueprinting 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. 2006 Haworth Press 10.1300/J054v16n01_01 http://dx.doi.org/10.1300/J054v16n01_01 70663 2 2411511 dark_document 70663 Polonsky Michael 2.pdf application/pdf 898814c8c035693e613c05f4e242062d MD5 45529 2020-10-20 02:48:24 3068 1 1 application/pdf text Generic Permission Form en staffonly

Polonsky Michael 2.pdf

other none Journal of Nonprofit and Public Sector Marketing 16 1/2 1-20 TRUE 1049-5142 http://pubget.com/paper/pgtmp_e1ae91791d0e27fc0f3868fc2847d6b5 Includes bibliographical references: pp. 17-20 FALSE 16 2-s2.0-33750511950 2023-07-03 04:04:32