Please use this identifier to cite or link to this item: 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
Pages: 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

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