Unpacking the Volunteer Experience: The Influence of Volunteer Management on Retention and Promotion of the Organization

Authors

  • Jaclyn S. Piatak University of North Carolina at Charlotte
  • Joanne G. Carman University of North Carolina at Charlotte

DOI:

https://doi.org/10.20899/jpna.9.3.1-19

Keywords:

Volunteer Management, Volunteer Retention, Volunteer Promotion

Abstract

Volunteers play a vital role in nonprofit organizations. While considerable research examines volunteer recruitment and volunteer management, less is known about how to manage volunteers in such a way that inspires volunteers to continue to volunteer and to promote the organization. Using original survey data, we examine how volunteer experiences influence retention and volunteer promotion of the organization using the Net Promoter Score (NPS). The findings suggest that investing in training is paramount, along with making volunteers from diverse backgrounds feel welcome and included. Organizational support, very likely, plays a role too, in that interactions with paid staff and experience with the organization are positive predictors as well. These findings along with qualitative feedback from volunteers offer new insights on how to help nonprofit organizations bridge recruitment and retention efforts.

Author Biographies

  • Jaclyn S. Piatak, University of North Carolina at Charlotte

    Jaclyn S. Piatak is an Associate Professor in the Department of Political Science and Public Administration at the University of North Carolina at Charlotte. Her research focuses on public and nonprofit management, including human resource management and volunteering.

  • Joanne G. Carman, University of North Carolina at Charlotte

    Joanne G. Carman is a Professor in the Department of Political Science and Public Administration at the University of North Carolina at Charlotte. Her research has appeared in a variety of journals including the American Journal of Evaluation, Canadian Journal of Program Evaluation, Nonprofit Management and Leadership, and Nonprofit and Voluntary Sector Quarterly.

     

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Published

2023-12-01

Issue

Vol. 9 No. 3 (2023)

Section

Research Articles

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