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How Recipients’ Feedback Affects Intention to Remain: An Integrated Perspective on Task Design and Feedback

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Abstract

Existing literature has focused on the influence of organizational settings on volunteers’ intention to remain but failed to explore the effects of external feedback. From an integrated perspective of task design and feedback, this study, based on the affective events theory, explored the influencing mechanism of illegitimate tasks, recipients’ feedback, and emotional exhaustion on volunteers’ intention to remain. This study collected 649 cases from poverty alleviation volunteers. Results showed that illegitimate tasks have had a negative impact on their intention to remain with emotional exhaustion taking a certain mediating effect. It has also been noted that the moderating effect of recipients’ feedback is significant, which can alleviate the negative impact of emotional exhaustion on the intention to remain. This study indicated the positive effects of positive and negative feedback, enriched the research on the influencing factors of volunteers’ intention to remain, and provided suggestions for organizations to retain volunteers from an integrated perspective of task design and feedback.

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Funding

This work was supported by National Social Science Foundation of China. [18BGL136].

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Authors and Affiliations

  1. School of Management, Northwestern Polytechnical University, Xi’an, 710129, China

    Hongling Yang, Jianquan Wang & Zhenbin Ding

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  1. Hongling Yang
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Correspondence to Zhenbin Ding.

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Appendix

Appendix

Scale Items

Illegitimate tasks

我在志愿活动中完成了一些任务, 我认为…

I have accomplished some tasks in my volunteer activities, and I think…

1.分配的任务如果能够更好地安排, 是能够被取消的

Assignments can be cancelled if they are better arranged

2.分配的任务是针对特定对象的, 有些服务对象并不需要这些任务

The tasks assigned are specific to specific objects, and some service objects do not need these tasks

3.分配给我的任务应该由其他人去完成

The tasks assigned to me should be done by someone else

4.在任务的完成中, 我处于一个比较尴尬的位置

I was in an awkward position during the tasks

Emotional exhaustion

1.志愿活动让我感觉身心疲惫

Volunteering makes me feel physically and mentally exhausted

2.志愿活动结束时我感觉筋疲力竭

I feel used up at the end of the volunteer work

3.一想到又要开始志愿活动, 我感觉非常累

I feel very tired at the thought of starting volunteering again

4.志愿活动对我来说压力很大

Volunteering is a lot of pressure for me

5.志愿活动让我有快要崩溃的感觉

Volunteering makes me feel like I’m breaking down

Positive feedback

在与受助者的接触中…

In contact with recipients…

1.受助者向我表示对志愿活动的肯定

Recipients express their recognition of the volunteer activity to me

2.受助者愿意接受我的帮助

Recipients are willing to accept my help

3.受助者愿意与我进行沟通

Recipients are willing to communicate with me

4.受助者表示期待我的下一次到来

Recipients look forward to my next visit

5.受助者表示我们的志愿服务提供了实际帮助

Recipients say our volunteering provides practical help

Negative feedback

在与受助者的接触中…

In contact with recipients…

1.受助者向我表示对志愿活动的不满

Recipients complain to me about the volunteer activity

2.受助者不愿意接受我的帮助

Recipients are reluctant to accept my help

3.受助者不愿意与我进行沟通

Recipients are reluctant to communicate with me

4.受助者不欢迎志愿者的到来

Recipients do not welcome volunteers

5.受助者表示我们的志愿服务没有提供实际帮助

Recipients say that our volunteer service does not provide practical help

Intention to remain

1.在未来 6 个月内, 我仍愿意参与当前或其他的志愿活动

I am still willing to participate in any current or other volunteer activities within the next 6 months

2.在未来 1 年内, 我仍愿意参与当前或其他的志愿活动

I am still willing to participate in current or other volunteer activities within the next year

3.在未来 3 年内, 我仍愿意参与当前或其他的志愿活动

I am still willing to participate in current or other volunteer activities in the next 3 years

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Yang, H., Wang, J. & Ding, Z. How Recipients’ Feedback Affects Intention to Remain: An Integrated Perspective on Task Design and Feedback. Voluntas 35, 189–201 (2024). https://doi.org/10.1007/s11266-023-00579-7

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