Abstract
This paper examines the implications for nonprofits of managing donation exchanges using customer relationships management and service blueprinting. Based on a UK case study it identifies that there are a range of issues that might make managing donation services exchanges more complex than occurs in the for profit setting.
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Polonsky, M.J., Sargeant, A. (2015). Service Blueprinting in the Nonprofit Sector: A Case Study. In: Spotts, H. (eds) Marketing, Technology and Customer Commitment in the New Economy. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-11779-9_90
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DOI: https://doi.org/10.1007/978-3-319-11779-9_90
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