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This empirical study examined the effects of “negative'' contact experiences with beneficiaries on charity volunteers' job satisfaction and organizational commitment within a helping and caring charitable organization that for 3.5 years had operated an internal marketing program. It was hypothesized that negative experiences downwardly moderated (i) the impact of the charity's internal market activities on satisfaction and commitment, and (ii) the influences of certain job attributes (autonomy, teamworking, and supervisory support) on these variables. Three personal characteristics (affect intensity, vulnerability to stress, and a person's reasons for having become a volunteer) were also posited to moderate the effects of negative experiences on job satisfaction and organizational commitment. Linkages between the last two variables and a volunteer's desire to provide high-quality client services were explored. The results indicated strong connections between job satisfaction, organizational commitment, and a volunteer's personal commitment to providing high-quality services. Levels of organizational commitment were influenced positively and significantly by the charity's internal marketing activities and negatively by the number of unpleasant client-contact experiences that a volunteer had to endure.
Bennett et al. (Thu,) studied this question.