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The purpose of this paper is to examine the link between sport event volunteer service performance and sport spectator experience that leads to future intentions.

Subjects were the international visitors at a mega sporting event in South Korea (n=431). The sample was randomly drawn based on convenience sampling method. Partial least squares structural equation modeling was utilized to test the hypotheses. The adequacy and statistical significance of the path models were confirmed by individual indicator loadings, average variance explained, bootstrap t-statistics and convergent validity.

Volunteer service performance significantly predicted event satisfaction, event image, and host city image and indirectly influenced intentions to revisit the event and host city. Event image predicted host city image, event satisfaction and intention to revisit the event. Host city image predicted event satisfaction and intention to revisit the host city. Event satisfaction predicted both intentions to revisit the event and the host city.

Sport event volunteers are in direct contact with spectators; therefore the performance of volunteers’ service may have an impact on establishing event and host city images perceived by visitors at the event. The research findings suggest that sport event volunteer performance positively affects image formation and further induce international visitors to revisit both the event and the host city. One of the key findings includes the important role of event satisfaction in the association between volunteer performance, image formation and future behavior.

The purpose of this study was to determine whether self-efficacy is a key mediator of the relationship between transformational leadership and volunteers' performance, based on intrinsic motivation theory. The study extended the literature on self-efficacy to transformational leadership in non-formal voluntary service education.

One hundred and seventy-eight scouts and scout leaders were sampled from a Hong Kong voluntary service organization that involved volunteers in the process of non-formal education.

Transformational leadership was positively associated with the volunteers' performance. In addition, self-efficacy mediated the relationship between transformational leadership and volunteers' performance.

The study thus yielded novel insights for management development into the relationship between transformational leadership and volunteers' performance, suggesting that self-efficacy mediates this relationship for volunteers in non-formal voluntary service education.

New public management (NPM) techniques have been widely adopted in Australian public sector organisations. NPM stresses the concept of accountability, and the importance of reporting mechanisms. Government and semi‐government authorities provide annual reports, but the usefulness of these annual reports in assessing operational in addition to financial performance is open to question. This paper aims to ask what performance measures are important in the context of the provision of fire services.

Using content analysis, this study analyses and evaluates publicly available annual reports of fire services to determine operational and financial performance in the Australian state of Victoria, which has three different fire service organisations.

The study finds that annual reports are based on financial results, some basic performance measures and narrative describing some operational results. Stakeholders are well served by financial reports, but find difficulty in assessing operational performance trends and comparative operational performance of the three different organisations. Few operational indicators are published, despite prior problems in fire services that have lead to parliamentary enquiries. The lack of publicly available performance measures results in reduced levels of accountability to external stakeholders.

The study indicates that the lack of useful performance measures impacts negatively on the demonstration of accountability to external stakeholders. Fire services management can use this information to improve their reporting and demonstration of accountability to external shareholders such as government and the community.

The study extends the work of Carvalho et al. on the reporting practices and performance measures of Portuguese and British fire services and suggests a range of performance indicators that may be appropriate for fire services to enhance their accountability.

The new public management (NPM) agenda is transforming the public sector in many countries. However, there have been criticisms of NPM, particularly over its emphasis on quantification, results orientation and the measurement of performance to the possible detriment of service delivery. The purpose of this paper is to examine an important public service – the fire service – in differing contexts: the “mature” NPM setting of the UK, and a “late adopter” of NPM – Portugal.

This study is conducted by a combined methods approach. The principal focus of this study is on publicly available databases of performance indicators. The data are supported by additional material from operational officers in fire services, and from oversight bodies, obtained by interviews and by survey in Portugal.

This comparative study reaffirms the potential for NPM solutions to public service management. In particular, there is a case for carefully targeted key performance indicators in Portuguese fire services.

This paper makes an original contribution to ideas of NPM in action by focussing on performance measurement in different contexts. The comparative aspect of this paper is crucial as a means of assessing the portability of NPM ideas in different national settings.

The literature considers three main models of nonprofit sector structure and development: liberal, welfare partnership, and social democratic. This study analyzes the cases of Italian and Canadian nonprofit organizations (NPOs) that operate in two third-sector contexts, widely known as “hybrids.” In particular, we aim to verify whether some features of governance, leadership, and volunteer participation have impacts on the financial performances of selected Italian and Canadian NPOs.

Differences between the two studied nonprofit contexts influenced the sampling, the data collection, and the methods of analysis. Data on Italian and Canadian NPOs are analyzed both together and separately, using multiple regression models. Revenues, fund-raising and other grants from the general public, and program expenses are used as measurements of financial performance.

Our analysis demonstrates that some board characteristics, as well as volunteer participation and representation on the board, have impacts on the nonprofit financial performance. The characteristics of the CEO studied in this work are not significantly associated with the level of financial performance.

This study has several important implications for research on board characteristics, CEO characteristics and volunteer management and governance, as well as implications for practitioners. The limitations of this study are related mostly to the different methods used for sampling NPOs and collecting data in the two different country contexts due to the different level of availability of data.

The past literature has not adequately examined the relationships among the board and CEO characteristics, the role of volunteers in governance and financial performance.

Given the increased competition among running events, it is important for event organizers to comprehend how they can retain a base of loyal customers. The purpose of the present study was to investigate the association between sport event personality and loyalty intentions of runners participating in a running event. More specifically, it examined the relationship of sport event personality dimensions with the overall image of a sporting event as well as the association of event image with runners’ loyalty intentions.

Data were collected from 247 participants of an international running event. A structural equation model analysis was followed.

The results showed that three dimensions of event personality (namely, excitement, sophistication and sincerity) predicted event image, which in turn positively associated with loyalty intentions.

The study discusses how event managers can improve the image of their events in order to increase their customers’ loyalty levels.

This is one of the first endeavors that examined the role of event image, a construct that has not received much attention in the context of road races, in a model concerning event participation.

There are different types of non-profit organisations (NPOs) characterised by the different extents of their volunteer management practices. In addition, the use of volunteer work measurement tools is infrequent among these organisations, especially in contexts where NPOs face no obligations or standard practices in this area, such as in Italy. The literature has stated that volunteer programmes and activities are effective if a NPO is highly structured and employs good volunteer management practices and that the measurement of volunteer work may increase the effectiveness of such programmes; this is frequent, for instance, in US NPOs. However, what would occur if a NPO introduces the measurement of volunteer work in a context where volunteer management is not highly structured, such as in Italy?

To study this topic, we adopt the quasi-experimental approach to examine six Italian voluntary organisations (VOs) based in Abruzzo. The treatment consists of the gradual introduction of volunteer work measurement tools to the managers and volunteers who work for the selected organisations, as well as the observation of the early impact of this treatment on the effectiveness of volunteer programmes and activities. This paper aims to discuss the issue of the implementation of measurement tools for effectively managing volunteer services in two different contexts: Italian and US NPOs.

Our findings have practical implications, especially with regard to the management of relatively unstructured volunteer organisations that would like to introduce new tools of measurement but do not have the necessary skills to do so. We also wish to show in this work how some organisations are implementing these tools and highlight the initial effects produced by this implementation process.

This study is innovative, particularly for contexts in which there are no obligations and customs with regard to the measurement of volunteer work.

This paper examines the role of human resource practices in enabling cost reduction and quality enhancement. In particular, it investigates the use of volunteers in tourism organisations. The study is located in two visitor information centres (VICs) and focuses on the financial costs and service quality of paid staff and volunteers. The research uses both qualitative and quantitative data. The findings suggest that volunteers provide a cost effective means of providing quality service and that there were, in this instance, no differences found in the quality of service provided by paid staff and volunteers. The findings also suggest that human resource practices such as innovative training programs, strategic recruiting and the provision of a team environment enhance the service quality. Future research directions are recommended as an outcome of this study.

Given the importance of senior volunteers in an ageing society, this study aims to deepen the understanding of how seniors create well-being by volunteering as service providers in terms of motivations for volunteer participation and value co-creation/co-destruction in service provision.

Focussing on senior volunteers acting as service providers in the tourism sector, this study conducted a programme of qualitative research with 15 senior volunteer tour guides in Japan and the UK through the purposive sampling method. The data were analysed by the Gioia method to identify data structure and create a conceptual model.

Seniors start with a mixture of different motivations, not only symbolic and health ones. However, after a certain period of training, they become more aware of their volunteer role as service providers and may strive to maximise the benefits to their clients. The overall performance of such a role supports their well-being. They may also experience episodes of value co-destruction; such negative experiences may be overcome by building good relationships with their colleagues in the organisation.

The paper identifies organisational support ideas for senior service provider volunteers aimed at overcoming negative experiences and achieving well-being, in terms of training and improved communication between organisation members.

This study contributes to the transformative service research literature by constructing a model to showcase the relationship amongst expectations of volunteering as a service provider, service delivery and well-being creation. This paper also discusses the positive and negative effects of volunteer service delivery on senior volunteers' well-being.

The purpose of this paper is to survey volunteers and full-time employees in international non-profit organizations (NPOs) and explore the relationships among psychological contract (PC), organizational citizenship behavior (OCB) and organizational performance (OP).

Using 573 usable responses, a linear structural equation model (SEM) was developed to examine the relationships.

The results demonstrate significant positive relationships between PC and OCB, OCB and OP and PC and OP. They also show the mediating effect of OCB on the relationship between PC and OP.

Beside mediation effect, OCB and other variables might exert significant moderation effect on the relationship between PC and OP. Companies could conduct longitudinal studies to examine the changes of PC and OCB impacts on OP.

Companies pursuing Chinese market should cooperate with NPOs in multiple ways including marketing for philanthropic purposes, supporting volunteer services and sponsoring the NPO. This way the company’s image will improve and its business will expand among its Chinese clientele.

Budget concerns often force NPOs to downsize full-time staff, making considerable portion of their operations rely on a large number of volunteers. This study offers practical guidelines for NPOs to effectively entice and support both volunteers and employees for achieving its organizational goals.