Determining the antecedents and consequences of donor-perceived relationship quality-a dimensional qualitative research approach

Haseeb Shabbir, Dayananda Palihawadana, Des Thwaites

Research output: Contribution to journalArticlepeer-review

60 Citations (Scopus)

Abstract

It is generally accepted that an understanding of quality conceptualizations is instrumental in the design and development of customer care programs. This study applies the dimensional qualitative research approach to develop a conceptual model, which demonstrates the antecedents and consequences of donor-perceived relationship quality. This model shows that relationship benefits, service quality, trust, commitment, and satisfaction are the key antecedents of donor-perceived relationship quality. Relationship benefits, service quality, and trust are also modeled as cognitive in nature, whereas commitment and satisfaction are modeled as affective variables. The model also highlights donor loyalty and positive word-of-mouth communications as the central consequences of donor-perceived quality. The model gives rise to a useful research agenda for fund-raising professionals.

Original languageEnglish
Pages (from-to)271-293
Number of pages23
JournalPsychology and Marketing
Volume24
Issue number3
Early online date8 Feb 2007
DOIs
Publication statusPublished - 1 Mar 2007
Externally publishedYes

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