'Tis better to give than to receive? Tracing operational improvements through the service-profit chain in a volunteer organization

Abstract

Non-profit organizations throughout the U.S. rely on a steady stream of volunteers to not only provide labor, but also to provide monetary support and encourage others to donate. For this reason, keeping volunteers happy is critical to the survival of a non-profit in the long-term. This study evaluates the links in the service-profit chain in a volunteer tax preparation service at the University of Minnesota over 2012 and 2013 to determine the effectiveness of a training program on volunteer satisfaction, client satisfaction, and organizational performance. The training program implemented in 2013 focused on giving volunteers better hands-on experience prior to working in the office, and was intended to make them feel more prepared during the first 3 weeks. Through regression analysis, I determined that training increased client satisfaction and reduced throughput time but did not increase volunteers’ perceived preparedness. This indicates that internal service improvements such as training can empower workers without them realizing it.