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J4  2012, Vol. 9 Issue (1): 89-    DOI:
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基于感知视角的非营利组织服务质量、捐赠效用对个人捐赠意愿影响研究
杜兰英,赵芬芬,侯俊东
1.华中科技大学管理学院; 2.中国地质大学经济管理学院
An Empirical Study on the Relationship between Nonprofit’s Service Quality and Benefits and Individual Giving Intention from Perspective of Individual Perception
 DU Lan-Yang, ZHAO Fen-Fen, HOU Jun-Dong
1. Huazhong University of Science and Technology, Wuhan, China; 2. China University of Geosciences, Wuhan, China

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摘要 

采用实证的方法验证非营利组织服务质量感知及捐赠效用感知2个构念的子维度结构,并对非营利组织服务质量感知、捐赠效用感知及其子维度与个人捐赠意愿的关系进行了分析。研究发现:非营利组织沟通质量、组织响应是个人捐赠者对非营利组织服务质量感知的2个子维度;显性效用、情绪性效用、家庭性效用是个人捐赠者对非营利组织捐赠效用感知的3个子维度;非营利组织的服务质量感知及其2个子维度包括沟通质量和组织响应正向显著影响个人捐赠意愿;捐赠效用感知负向显著影响个人捐赠意愿,其3个子维度中显性效用对个人捐赠意愿有显著的负向影响,情绪性效用和家庭性效用对个人捐赠意愿没有显著影响。

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杜兰英
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关键词 非营利组织服务质量感知捐赠效用感知个人捐赠意愿    
Abstract

The structures of two variables including perceived service quality and perceived benefits, and the relationships between the perceived service quality, perceived benefits and their subdimensions and individual giving intention are analyzed by empirical methods. The results show that communication quality and response are the two subdimensions of the nonprofit’s perceived service quality; demonstrable utility, emotional utility and familial utility are the three subdimensions of the nonprofit’s perceived benefits; perceived service quality and its two subdimensions including communication quality and response are positively related to individual giving intention significantly; perceived benefits is negatively related to individual giving intention significantly and among the three subdimensions, demonstrable utility has negative influence on individual giving intention significantly while emotional utility and familial utility have no significant influence on individual giving intention.

Key wordsnonprofit organizations    perceived service quality    perceived benefits    individual giving intention   
收稿日期: 2011-05-11     
基金资助:

国家自然科学基金资助项目(70872038)

通讯作者: 杜兰英(1961~),女,山东谷阳人。华中科技大学(武汉市430074)管理学院教授,博士。研究方向为非营利组织营销、战略管理。     E-mail: lanyingdu@163.com
引用本文:   
杜兰英,赵芬芬,侯俊东. 基于感知视角的非营利组织服务质量、捐赠效用对个人捐赠意愿影响研究[J]. J4, 2012, 9(1): 89-. DU Lan-Yang, ZHAO Fen-Fen, HOU Jun-Dong. An Empirical Study on the Relationship between Nonprofit’s Service Quality and Benefits and Individual Giving Intention from Perspective of Individual Perception. J4, 2012, 9(1): 89-.
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