Donor Complaints About Fundraising: What Are They and Why Should We Care?

被引：8
|
作者：
Sargeant, A. [1 ]
Hudson, J. [1 ]
Wilson, S. [1 ]
机构：
[1] Indiana Univ, Indianapolis, IN 46204 USA
来源：
VOLUNTAS | 2012年 / 23卷 / 03期
关键词：
Fundraising regulation; Fund raising regulation; Self-regulation of fundraising; WORD-OF-MOUTH; CUSTOMER SATISFACTION; SERVICE FAILURES; BEHAVIOR; COMMITMENT; FRAMEWORK; CONSUMERS; RESOURCE;
D O I：
10.1007/s11266-011-9257-6
中图分类号：
D58 [社会生活与社会问题]; C913 [社会生活与社会问题];
学科分类号：
摘要：
The Fund Raising Standards Board is the body responsible for the self-regulation of fundraising practice in the UK. As a requirement of membership of this body, charities are required to complete an annual return detailing the complaints received about their fundraising practice in the previous year. We conduct through this study an analysis of these data to highlight the percentage of solicitations in a wide variety of media that result in a complaint. We also examine the nature of those complaints and interpret our results in the context of the wider literature exploring the role of complaints in bolstering customer/donor satisfaction and determining subsequent behaviour.
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页码：791 / 807
页数：17
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