The marketing cycle for a not-for-profit

Marketing is a process, one with discrete and identifiable steps. This is true for both for-profit and nonprofit organisations. However, many nonprofits are told what services or products they will provide, thus skipping the crucial first steps in the marketing process. This paper lays out a classical marketing cycle and shows its applications for nonprofit and voluntary organisations. Several examples are discussed.     

Take me to church: What ministries are of perceived value for attendees from a nonprofit marketing perspective?

Church can mean different things to different people. Whilst the opportunity to hear preaching within a conventional church building has traditionally represented the key driver of church value, other ministries such as contemporary worship music, fellowship with others, and small group bible studies are relevant for church attendance amongst certain church attendees. In addition, these church ministries of perceived value may vary on the basis of whether a church attendee is involved in a ministry role or not and if the church is located within an urban or a regional context. To identify the perceived value of church ministries as perceived by church attendees, data from 8,000 respondents of the Australian 2011 National Church Life Survey were analysed. Although sermons and communion represented the church items of perceived value for both leaders and nonleaders regardless of their location, respondents varied considerably in what they deemed as most important for their church in the future. This study provides theoretical and practical implications for religious nonprofit organisations (e.g., churches) relating to the perceived value of church experiences and provides future research opportunities. Specifically, through appropriate market segmentation, target marketing, and positioning, these organisers can design and promote specific ministries to precise church attendee segments.     

Sensitive groups and marketing communications

Marketing communications by organisations offering nonprofit and largely voluntary services to sensitive groups in the population raise issues and problems that are totally different and vastly more complex than the normal marketing of consumer goods and services for profit. This paper reviews bereavement care services as epitomising these issues and suggests that the analysis of communication networks offers the best way forward for describing and analysing these complexities. Using a self-completed diary, bereavement care organisations recorded communications they had made to, and received from, the bereaved and other organisations. The data highlight the problems of communication when offering voluntary services to sensitive groups.     

Naivety and relationship marketing in nonprofit organisations

The widespread adoption of the language and concepts of marketing as a series of exchanges with customers continues to present problems to nonprofit organisations. Measured against marketing orthodoxy their approach to marketing might appear naive, but it is often effective. This paper discusses five differences between ‘orthodox’ and ‘naive’ marketing (nature of the exchange, focus of the encounter, attitude to technology, attitude to product and plans for the customer) to explore the nature of naive marketing. The role and importance of product or service in nonprofits is emphasised as a crucial difference. Finally, the emerging discipline of relationship marketing is argued to be a framework which vindicates many of the positions of naive marketers and to offer a valuable source of theory for nonprofit marketing.     

Applying the marketing concept to cultural organisations: an empirical study of the relationship between market orientation and performance

A recent trend in nonprofit organisations is an emphasis on business management and concepts. This paper examines the application of the marketing concept to nonprofit arts organisations through an analysis of the relationship between market orientation and organisational performance. Data were collected from arts organisations in two large Canadian cities, and a structural equations model was developed to test the impact of marketing activities and culture on three performance variables (customer satisfaction, peer reputation and resource attraction). The analysis shows that the model fits the data well and that six hypotheses pertaining to the relationship between market orientation and organisational performance were supported. The study concludes that those organisations that implemented more market‐driven activities into their marketing plans were more likely to develop a market‐oriented internal culture. A market‐oriented culture not only predicted a growth in resources and higher levels of customer satisfaction, but also a growth in reputation among peers. Copyright © 2002 Henry Stewart Publications     

(Rethinking) the measurement of service quality in museums and galleries

Measurement of service quality has been instrumental in making service industries more competitive. The new era of accountability in the museum sector means that if museums and galleries are to be successful in growing visitor numbers and developing greater access, they must learn more about the factors that are important to visitors' evaluation of service quality. The aim of this study is to understand the concepts that are significant to visitors engaging in museum experiences. A repertory grid study was conducted among visitors to 11 prominent London museums; the results suggest that there is greater variety of factors influencing their decisions than is measured by traditional approaches to visitor satisfaction surveys. Copyright © 2002 Henry Stewart Publications     

New value partnerships: the lessons of Denny's/Save the Children partnership for building high‐yielding cross‐sector alliances

While business and nonprofit organisations have long used alliances within their own sectors to address specific needs, increasingly they are turning to cross‐sector partnerships that benefit both parties while they serve the common good. In the last decade, marketing alliances between businesses and social sector organisations have become increasingly common as ways for companies to achieve business objectives and for social sector organisations to raise their visibility and attract new resources. The alliance between Denny's and Save the Children provides an example of a noteworthy marketing partnership that shows how a cross‐sector alliance can assist a company with a damaged public image to build a new public identity while enabling an international nonprofit organisation to create an ambitious programme for US children. As a new value partnership, a long‐term, high yielding alliance between businesses and social sector organisations, this relationship is characterised by several elements: communication, opportunity, mutuality, multiple levels, open‐endedness, and new value, forming the acronym COMMON. Copyright © 2001 Henry Stewart Publications     

Creating customer value in the not‐for‐profit sector: a case study of the British Library

• Public sector organisations are being increasingly subjected to both legislative and competitive pressures forcing them to reconsider their relationships with users and customers (Chapman and Cowdell, 1998 ) in order to develop a more overt marketing orientation (defined as focusing on customer needs as the primary drivers of organisational performance (Jobber, 2004 )). The creation of customer value underlies the development of a meaningful marketing orientation, and is a nettle that more public sector and not‐for‐profit organisations will have to grasp. This article considers how a more marketing‐oriented approach was adopted by the British Library in order to clarify and communicate its value proposition to its identified target markets, and in doing so, hopefully achieving a sustainable competitive advantage on an ongoing basis.

Copyright © 2005 John Wiley & Sons, Ltd.     

Museum pricing: challenges to theory development and practice

• The museum sector has undergone considerable change in the last few decades, which has been a result of both internal and external forces. The topic of pricing in museums, however, has attracted little interest from researchers in the field despite the sector's need to understand it better. This study aimed to address this gap in knowledge. Results of a comprehensive literature review on pricing highlight that the topic of pricing in museums is problematic, as a range of issues, social, political and often value-laden, must be considered before pricing decisions can be made. The study highlights that there is diversity in the sector with regard to pricing, but that museums generally adopt a unilateral approach to pricing. Researchers in entrepreneurial marketing have noted that conventional pricing theory is being turned on its head and they argue that deciding what prices to charge represents one of the more entrepreneurial strategies for organisations. This study indicates that, within the context of museums, marketers are failing to recognise and capitalise on such pricing opportunities. Approaches to setting multiple museum pricing strategies, depending on the market context, are proposed in this paper. In this way, knowledge of museum pricing can optimise the organisational outcomes of museums while continuing to meet their social responsibilities.

Copyright © 2007 John Wiley & Sons, Ltd.     

Taking the quantum leap: nonprofits are now in business. an Australian perspective

The fact that they need to deliver more essential social services is accepted by most professionals working in nonprofit organisations. Yet, needing to become more competitive, increasingly ‘businesslike’ and to start creating partnerships with profit‐driven businesses may require a quantum leap to take place. This hard reality imposed by recent changes in government policy is challenging for many social service workers still coming to terms with a decade of turbulent and changing times. From origins of ‘she'll be right mate’ and a community‐held belief that it is the government's responsibility to finance all essential social services, today's nonprofits are increasingly fighting over smaller funding budgets and feeling the pinch as they have to implement business practices that will ultimately make them more accountable, profitable and attractive to prospective business partnerships. The purpose of this paper is, therefore, to present an option to larger Australian nonprofit organisations keen to move away from a dependency model of service delivery and open to exploring the possibility of implementing a marketing communications charter which includes the appointment of a business development manager. Copyright © 2003 Henry Stewart Publications     

Five direct marketing strategies for nonprofit organisations

This paper outlines five direct marketing strategies which nonprofit organisations are following; Donation-led, Intimacy, Audience-led, Product-led and Multi-product. The purpose in identifying these strategies is to show that nonprofit organisations have a greater range of strategic choices than is often assumed. The second part of the paper looks at the building blocks for a successful direct marketing strategy and shows how they differ between the five strategies. Direct marketing is used as a generic term throughout this paper. Relationship marketing is used to indicate relationship building, as opposed to simply communicating directly.     

情感营销对顾客感知服务质量的影响研究

情感需求是消费者购买产品和服务时非常关注的一类需求,企业应在营销过程中利用情感要素增强营销效果。情感营销是企业从情感角度来满足顾客的需求,提高顾客感知服务质量。酒店分析情感营销对顾客感知服务质量的各个维度的影响,能为提升酒店服务质量提供有效情感营销策略。     

The international volunteering market: market segments and competitive relations

• The number of nonprofit and social agencies relying on the help of volunteers has grown enormously in recent decades. This has lead to increased competition between these organisations for the limited resources available, and the growing adoption of what have traditionally been considered ‘commercial’ business techniques such as marketing. There have been calls for greater and more sophisticated use of ‘tried and tested’ marketing concepts such as competition, segmentation and positioning to help volunteering organisations manage this pressure effectively. This study shines the spotlight on individuals who volunteer for multiple types of organisations in an effort to determine which organisations are competing for the same volunteers. More specifically:
• Factor analyses are computed and four segments of volunteers are identified: ‘altruists’, ‘leisure volunteers’, ‘political volunteers’ and ‘church volunteers’;
• Positioning maps are constructed to illustrate the proximity of each organisation type in relation to key competitors; and
• Detailed profiles are provided for each segment to provide insight into the nature of the groupings.

Copyright © 2006 John Wiley & Sons, Ltd.     

CSR and service quality in nonprofit organizations: the case of a performing arts association

• The relationship between corporate social responsibility (CSR) and marketing performance has been widely investigated recently, but mostly in relation to for-profit companies. This paper highlights the importance of this topic for nonprofit organizations (NPOs). Focusing on an Italian NPO operating in the performing arts and entertainment industry, two empirical studies (a quantitative survey and a qualitative exploratory enquiry) prove the strategic relevance of CSR in nonprofit contexts. The results demonstrate that CSR can be considered an additional dimension of the customer perception of service quality in NPOs and reveal that customer perception of the social responsibility of the studied NPO is strongly linked to its institutional mission and to the modalities through which it pursues that mission.

Copyright © 2014 John Wiley & Sons, Ltd.     

Segmenting nonprofit stakeholders to enable successful relationship marketing: a review

• When establishing relationships with stakeholders, nonprofit organizations must define appropriate target groups to allocate resources purposively. This paper explicates that link by reviewing the literature on nonprofit stakeholder segmentation and by discussing whether stakeholder segmentation is perceived as a prerequisite of successful relationship marketing by nonprofit researchers.
• We develop two conceptual dimensions of nonprofit stakeholder segmentation: the stakeholders segmented and the segmentation criteria used. A systematic database and journal search yielded 53 papers, categorized according to these two dimensions. The studies are described briefly, and the relevance of the relationship marketing concept is examined and discussed. Several research gaps emerge from this review, leading to propositions for further research.

Copyright © 2014 John Wiley & Sons, Ltd.     

Internal competition in a nonprofit museum context: development of a scale

• External competition and marketing have been extensively researched in the for-profit environment and to a lesser extent in the nonprofit environment. However, the concept of competition within a nonprofit organization is indicative of another type of competition, that of ‘internal competition’. Internal competition, operating in the nonprofit's endemic environment of scarce resources, takes place between departments, between individuals, and even within individuals in terms of time and energy spent on differing objectives. Internal competition manifests itself as internal conflicts over not only objectives but also the means for achieving the objectives. This research examines the construct of ‘internal competition’ in the museum portion of the nonprofit sector where marketing is often seen as a ‘necessary but evil’ tool essential for survival. Museum retailing, which has taken on an increasingly vital role in the financial support of museums, offers an opportunity to analyze the nature of internal competition and for developing a scale for measuring internal competition.

Copyright © 2007 John Wiley & Sons, Ltd.     

The marketing effectiveness of UK environmental charity websites compared to best practice

All nonprofit organisations need to give attention to their marketing strategies in order to maximise the funding and support they receive and the numbers using their services. The web offers a new communications medium with which to achieve this. This paper compares suggested best practice approaches to web marketing using the websites of UK environmental charities as a type of nonprofit organisation. Copyright © 2003 Henry Stewart Publications     

浅谈电力公司的营销策略及其重要性

营销策略是公司以顾客的需求为出发点,根据所积累的经验获得顾客的需求量以及购买力的有关信息,并且有计划地组织各种经营活动,再通过协调一致的产品策略、价格策略、渠道策略和促销策略等,为顾客提供满意的商品和服务而实现公司目标的一个过程。其重要性对任何以市场为导向的企业都不言而喻,文章着重对电力公司的营销策略及其重要性进行探讨。     

Understanding customer satisfaction in opera: first steps toward a model

• Despite the frequent call for a strengthened customer orientation in performing arts organizations, no efforts have been made to investigate customer satisfaction in opera so far. The paper aims at filling this gap by suggesting a first integrative model of customer satisfaction in opera. This model integrates insights from both services marketing literature (i.e., general services marketing and performing arts marketing) and performing arts literature (i.e., music perception and theater studies). The model is tested in a field study interviewing 116 visitors of a public German opera house. Results reveal visitors' level of appraisal to be the main antecedent of their satisfaction, followed by their perception of the artistic quality, empathy/identification with the actors on stage, and recall from memory. Furthermore, differences within the audience regarding the relative importance of the antecedents of customer satisfaction in opera are investigated. Using gender and attendance frequency as segmentation variables, only minor differences are found, though. Managerial implications for opera marketing are discussed in conclusion. First, efforts in opera marketing should rather concentrate on the core service quality instead of the peripheral service quality. Second, professional opera companies may attract broader audiences if they focus on the emotional satisfaction of their customers. Third, since only minor and mostly insignificant differences between men and women, and occasional compared to frequent visitors are found, a need for further research to explore alternative segmentation variables in the opera context is identified.

Copyright © 2010 John Wiley & Sons, Ltd.