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https://doi.org/10.21256/zhaw-3824| Publication type: | Article in scientific journal |
| Type of review: | Peer review (publication) |
| Title: | Share experiences : receiving word of mouth and its effect on relationships with donors |
| Authors: | Sundermann, Larissa M. |
| DOI: | 10.21256/zhaw-3824 10.1108/JSM-08-2016-0319 |
| Published in: | Journal of Services Marketing |
| Volume(Issue): | 32 |
| Issue: | 3 |
| Page(s): | 322 |
| Pages to: | 333 |
| Issue Date: | 2018 |
| Publisher / Ed. Institution: | Emerald |
| ISSN: | 0887-6045 |
| Language: | English |
| Subjects: | Word of mouth; Blood donor; Intentional loyalty; Non-profit management; Relationship marketing theory; Relationship-related factor |
| Subject (DDC): | 658.8: Marketing management |
| Abstract: | Purpose: Although antecedents and consequences for the sender of word of mouth (WOM) are well evaluated in many research fields, non-profit service research focusing on consequences for WOM receivers is limited. Thus, the purpose of this paper is to provide evidence for the positive effect that WOM has on commitment, trust, satisfaction and identification (relationship-related factors) and on intentional loyalty of blood donors. Furthermore, the role of the social reference group and the incentive ethics are analysed. Design/methodology/approach: Blood donors of the German Red Cross Blood Donor Service were invited to take part in an online survey during May/June 2016. A total of 702 (23.74 per cent) blood donors, who first donated in 2015/2016, participated. The data were analysed using partial least squares structural equation modelling. Findings: The results provide evidence that the mere presence of receiving WOM positively influences commitment, satisfaction and identification as well as intentional loyalty. The negative moderation effect of incentive ethics was partially confirmed. Practical implications: This study recommends using WOM approaches to bind donors but first evaluating the exact consequences of provided WOM rewards. WOM is an effective strategy, and non-profit organizations (NPOs) should use this to strengthen their relationship with donors. Originality value: The paper provides and tests a theoretical framework to evaluate the impact of receiving WOM on relationship-related factors and intentional loyalty. It fills a gap in current discussions about the effectiveness of WOM as a marketing strategy to strengthen donor–NPO relationships. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/7562 |
| Fulltext version: | Accepted version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | Social Work |
| Organisational Unit: | Institute of Management and Social Policy (ISM) |
| Appears in collections: | Publikationen Soziale Arbeit |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Post-print_Manuscript_Share experiences.pdf | Post-print_Share experiences_LSundermann | 309.4 kB | Adobe PDF |  View/Open |
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Sundermann, L. M. (2018). Share experiences : receiving word of mouth and its effect on relationships with donors. Journal of Services Marketing, 32(3), 322–333. https://doi.org/10.21256/zhaw-3824
Sundermann, L.M. (2018) ‘Share experiences : receiving word of mouth and its effect on relationships with donors’, Journal of Services Marketing, 32(3), pp. 322–333. Available at: https://doi.org/10.21256/zhaw-3824.
L. M. Sundermann, “Share experiences : receiving word of mouth and its effect on relationships with donors,” Journal of Services Marketing, vol. 32, no. 3, pp. 322–333, 2018, doi: 10.21256/zhaw-3824.
SUNDERMANN, Larissa M., 2018. Share experiences : receiving word of mouth and its effect on relationships with donors. Journal of Services Marketing. 2018. Bd. 32, Nr. 3, S. 322–333. DOI 10.21256/zhaw-3824
Sundermann, Larissa M. 2018. “Share Experiences : Receiving Word of Mouth and Its Effect on Relationships with Donors.” Journal of Services Marketing 32 (3): 322–33. https://doi.org/10.21256/zhaw-3824.
Sundermann, Larissa M. “Share Experiences : Receiving Word of Mouth and Its Effect on Relationships with Donors.” Journal of Services Marketing, vol. 32, no. 3, 2018, pp. 322–33, https://doi.org/10.21256/zhaw-3824.
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