ABSTRACT This paper reports the results of a qualitative assessment of 134 church volunteers from multiple churches in two Midwestern cities. The findings indicate that there are three primary dimensions to church volunteering. First, church volunteers feel that their service is a response to Scriptural teachings. Second, church volunteers desire to make a meaningful contribution. They need to know that their service makes a difference. Third, church volunteers derive psycho-social benefits from their service. For many volunteers, their service is a means through which they can feel needed, useful, and helpful. Also, their service provides a means for social interaction with others. Managerial implications of the findings are discussed.
{"title":"A Qualitative Analysis of Church Volunteerism","authors":"Walter Wymer","doi":"10.1300/J093v05n01_05","DOIUrl":"https://doi.org/10.1300/J093v05n01_05","url":null,"abstract":"ABSTRACT This paper reports the results of a qualitative assessment of 134 church volunteers from multiple churches in two Midwestern cities. The findings indicate that there are three primary dimensions to church volunteering. First, church volunteers feel that their service is a response to Scriptural teachings. Second, church volunteers desire to make a meaningful contribution. They need to know that their service makes a difference. Third, church volunteers derive psycho-social benefits from their service. For many volunteers, their service is a means through which they can feel needed, useful, and helpful. Also, their service provides a means for social interaction with others. Managerial implications of the findings are discussed.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-10-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132956959","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract In these times of changing student demographics, diminishing government funding, and dramatically increased competition, educational institutions in the United States have discovered the need for implementing the principles of total quality management. With resources becoming more limited, efficiency and effectiveness in meeting the needs of the customer becomes more critical. The purpose of this paper is to demonstrate how the quality function deployment (QFD) method can be used to measure customer satisfaction in educational institutions. Specifically, this paper reviews TQM concepts in an educational context, briefly summarizes the application of these concepts at several institutions, and demonstrates the QFD principles as utilized to review the MBA program at Grand Valley State University. By using the QFD method as a model, this paper demonstrates how a complex process can become manageable.
{"title":"Implementing QFD for Improving Quality in Education","authors":"J. Motwani, Ashok Kumar, Zubair M. Mohamed","doi":"10.1300/J127V03N02_03","DOIUrl":"https://doi.org/10.1300/J127V03N02_03","url":null,"abstract":"Abstract In these times of changing student demographics, diminishing government funding, and dramatically increased competition, educational institutions in the United States have discovered the need for implementing the principles of total quality management. With resources becoming more limited, efficiency and effectiveness in meeting the needs of the customer becomes more critical. The purpose of this paper is to demonstrate how the quality function deployment (QFD) method can be used to measure customer satisfaction in educational institutions. Specifically, this paper reviews TQM concepts in an educational context, briefly summarizes the application of these concepts at several institutions, and demonstrates the QFD principles as utilized to review the MBA program at Grand Valley State University. By using the QFD method as a model, this paper demonstrates how a complex process can become manageable.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-10-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124434459","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract While marketing planning has become a major activity in most firms, religious organizations have been very slow in developing and utilizing marketing plans. The purpose of this paper is three-fold. First, to argue why it is critical for religious organizations to begin utilizing marketing plans. Second, to discuss the inherent benefits of marketing plans. Third, to offer a general marketing plan format that would be appropriate for religious organizations.
{"title":"Developing a Marketing Plan for Religious Organizations","authors":"J. Considine","doi":"10.1300/J093V07N02_04","DOIUrl":"https://doi.org/10.1300/J093V07N02_04","url":null,"abstract":"Abstract While marketing planning has become a major activity in most firms, religious organizations have been very slow in developing and utilizing marketing plans. The purpose of this paper is three-fold. First, to argue why it is critical for religious organizations to begin utilizing marketing plans. Second, to discuss the inherent benefits of marketing plans. Third, to offer a general marketing plan format that would be appropriate for religious organizations.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126762078","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract Although the concept of internal control is as relevant to churches as it is to profit-seeking organizations, many authors have indicated that churches typically have weak systems of internal control. The implementation and maintenance of an adequate system of internal control is the responsibility of management, and pastors serve in a position similar to that of Chief Executive Officer. This study is a preliminary effort to determine what variables impact a pastor's ability to recognize strengths and weaknesses in the internal control system of a local church. A decisionmaking exercise was conducted in which pastors evaluated the internal control systems described in four cases. The findings show that the size of the church at which a pastor serves and denominational affiliation significantly impacted pastors' ratings of internal control scenarios, while years of experience as a pastor and business courses taken in college did not have a significant effect on the ratings.
{"title":"The Effect of Experience, Denominational Affiliation, Business Training, and Church Size on Pastors' Evaluations of Internal Control Scenarios","authors":"J. Duncan","doi":"10.1300/J093V07N02_01","DOIUrl":"https://doi.org/10.1300/J093V07N02_01","url":null,"abstract":"Abstract Although the concept of internal control is as relevant to churches as it is to profit-seeking organizations, many authors have indicated that churches typically have weak systems of internal control. The implementation and maintenance of an adequate system of internal control is the responsibility of management, and pastors serve in a position similar to that of Chief Executive Officer. This study is a preliminary effort to determine what variables impact a pastor's ability to recognize strengths and weaknesses in the internal control system of a local church. A decisionmaking exercise was conducted in which pastors evaluated the internal control systems described in four cases. The findings show that the size of the church at which a pastor serves and denominational affiliation significantly impacted pastors' ratings of internal control scenarios, while years of experience as a pastor and business courses taken in college did not have a significant effect on the ratings.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"08 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115906543","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract With the low costs associated with electronic funds transfer (EFT), many nonprofit organizations such as churches would benefit from its implementation. The electronic collection plate is beginning to establish itself inside churches nationwide. This movement is solving the problem of church members rushing out the door and arriving at church only to remember they have forgotten their checkbook—and if they do not have enough cash on hand with them this time, they simply say they will remember to bring more the following Sunday. The proper strategic use of e-tithing by management should provide tools to help in solving the hasty check-writing that takes place during church services or hasty pre-sermon visits to the ATM. With e-tithing and EFT successfully sending a digitally signed payment through an electronic funds transfer network, parishioners may never have to worry about remembering their checkbook again.
{"title":"Electronic Funds Transfer in Faith-Based Organizations","authors":"William T. Rupp, Alan D. Smith","doi":"10.1300/J093V07N02_02","DOIUrl":"https://doi.org/10.1300/J093V07N02_02","url":null,"abstract":"Abstract With the low costs associated with electronic funds transfer (EFT), many nonprofit organizations such as churches would benefit from its implementation. The electronic collection plate is beginning to establish itself inside churches nationwide. This movement is solving the problem of church members rushing out the door and arriving at church only to remember they have forgotten their checkbook—and if they do not have enough cash on hand with them this time, they simply say they will remember to bring more the following Sunday. The proper strategic use of e-tithing by management should provide tools to help in solving the hasty check-writing that takes place during church services or hasty pre-sermon visits to the ATM. With e-tithing and EFT successfully sending a digitally signed payment through an electronic funds transfer network, parishioners may never have to worry about remembering their checkbook again.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"65 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133159874","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract This paper reports a study of communication with other members, performance of volunteer jobs, and participation in groups as antecedents of commitment to a local congregation. A mail survey of a large congregation in the southwestern US provides the basis for the empirical analysis. Participation in small groups is found to be an important antecedent of commitment to the congregation. The results are discussed and implications for ministry in the local church are presented.
{"title":"Antecedents of Member Commitment to the Local Church","authors":"Edward U. Bond","doi":"10.1300/J093V07N02_03","DOIUrl":"https://doi.org/10.1300/J093V07N02_03","url":null,"abstract":"Abstract This paper reports a study of communication with other members, performance of volunteer jobs, and participation in groups as antecedents of commitment to a local congregation. A mail survey of a large congregation in the southwestern US provides the basis for the empirical analysis. Participation in small groups is found to be an important antecedent of commitment to the congregation. The results are discussed and implications for ministry in the local church are presented.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"130 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132907764","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT For the majority of non-profit organizations, accountability issues as it relates to the financial affairs of the entity have already come under scrutiny and has resulted in substantial changes in their practices. However, for many faith-based organizations, especially churches, accountability and the resulting financial affairs are at the early stages of development. This paper explores the internal and external forces that are driving the transformation of faith-based organizations' fiscal accountability and the issues they face as these organizations attempt to implement the needed changes.
{"title":"Non-Profit Accountability in Faith-Based Organizations: Implications for Philanthropy","authors":"V. Brown","doi":"10.1300/J093V07N01_01","DOIUrl":"https://doi.org/10.1300/J093V07N01_01","url":null,"abstract":"ABSTRACT For the majority of non-profit organizations, accountability issues as it relates to the financial affairs of the entity have already come under scrutiny and has resulted in substantial changes in their practices. However, for many faith-based organizations, especially churches, accountability and the resulting financial affairs are at the early stages of development. This paper explores the internal and external forces that are driving the transformation of faith-based organizations' fiscal accountability and the issues they face as these organizations attempt to implement the needed changes.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-04-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128331366","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT In the past thirty years, a large and growing body of research in a construct called social capital has developed. Social capital scholarship has focused on three distinct levels of analysis: individual, organizational, and societal. Recent scholarship on organizational social capital has sought to explain differences in organizational-level outcomes; such scholarship might have broad applicability to the study of religious organizations like congregations. In this paper, a recently-developed model of organizational social capital will be used to (1) demonstrate why religious institutions matter and (2) examine several issues facing contemporary religious institutions.
{"title":"Organizational Social Capital and Religious Institutions","authors":"H. V. Buren","doi":"10.1300/J093V07N01_02","DOIUrl":"https://doi.org/10.1300/J093V07N01_02","url":null,"abstract":"ABSTRACT In the past thirty years, a large and growing body of research in a construct called social capital has developed. Social capital scholarship has focused on three distinct levels of analysis: individual, organizational, and societal. Recent scholarship on organizational social capital has sought to explain differences in organizational-level outcomes; such scholarship might have broad applicability to the study of religious organizations like congregations. In this paper, a recently-developed model of organizational social capital will be used to (1) demonstrate why religious institutions matter and (2) examine several issues facing contemporary religious institutions.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"49 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-04-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129237072","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT There have been several articles recently advocating that religious organizations attempt to utilize proven marketing techniques that have obviously been so successful in both profit and non-profit firms. In spite of various obstacles preventing religious organizations from adopting marketing techniques and strategies, many have successfully become more marketing-oriented. The purpose of this paper is to discuss the likely benefits of a religious organization that attempts to become more marketing-oriented.
{"title":"Benefits of a Marketing Orientation for Religious Organizations","authors":"J. Considine","doi":"10.1300/J093V07N01_04","DOIUrl":"https://doi.org/10.1300/J093V07N01_04","url":null,"abstract":"ABSTRACT There have been several articles recently advocating that religious organizations attempt to utilize proven marketing techniques that have obviously been so successful in both profit and non-profit firms. In spite of various obstacles preventing religious organizations from adopting marketing techniques and strategies, many have successfully become more marketing-oriented. The purpose of this paper is to discuss the likely benefits of a religious organization that attempts to become more marketing-oriented.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-04-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125503443","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT Recently, there have been a number of studies on the determinants of religious giving, looking at giving in a variety of denominations. One consistent finding across these studies has been the importance of stewardship programs. However, researchers have been less successful in identifying exactly which aspects of a stewardship program are likely to be most productive. This study analyzes the effect of implementing various stewardship techniques in U.S. Catholic parishes. The empirical findings show that just organizing an official parish-level stewardship committee has an impact, as does the introduction of the concept of tithing.
{"title":"The Impact of Stewardship Programs on Religious Giving","authors":"Robert J. Miller, Robert A. Parfet, Charles Zech","doi":"10.1300/J093V07N01_05","DOIUrl":"https://doi.org/10.1300/J093V07N01_05","url":null,"abstract":"ABSTRACT Recently, there have been a number of studies on the determinants of religious giving, looking at giving in a variety of denominations. One consistent finding across these studies has been the importance of stewardship programs. However, researchers have been less successful in identifying exactly which aspects of a stewardship program are likely to be most productive. This study analyzes the effect of implementing various stewardship techniques in U.S. Catholic parishes. The empirical findings show that just organizing an official parish-level stewardship committee has an impact, as does the introduction of the concept of tithing.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"10 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-04-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129695043","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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