عناصر عملیاتی، اقتصادی و ماموریتی در سازمان های غیرانتفاعی: مورد ارکستر سمفونیک شیکاگو

The term not-for-profit often brings to mind the idea of an altruistic organization serving society. The reality is that the not-for-profit is a far more complex organization that is responsible to diverse groups of stakeholders. Unlike for-profit organizations, not-for-profit (NFP) organizations have to focus on dual, and often conflicting, goals relating to fulfilling their overall mission while also generating enough revenue to maintain their operating structures. In order to better understand the nature of the dual orientation of the NFP organization, the behavior of Chicago Symphony Orchestra (CSO) patrons using the CSO website is viewed. Specifically, this study examines data for individuals purchasing CSO concert tickets on-line during an 8-month period in 2000–2001. MANOVA and ANOVA statistical procedures are used to analyze the effects of both the economic and mission related orientations operationalized through the e-service encounter. Further, we view data from the on-line ticketing function relative to the labor costs of the Chicago Symphony Orchestra.

During the past three decades, economic, social and political forces have combined to shape the destinies of organizations across the globe. Most notable during this time period, though, has been the rapid and continuing growth of the not-for-profit (also referred to as nonprofit) organizations. Commenting on the development of the not-for-profit sector Salamon (1994) observes, “The scope and scale of this phenomenon are immense. Indeed, we are in the midst of a global ‘associational revolution’ that may prove to be as significant to the latter twentieth century as the rise of the nation-state was to the latter nineteenth” (p. 109). Only 20 years ago, the not-for-profit organization was considered to be, at best, a marginal contributor wherever it existed. Today these same organizations have become significant, if not indispensable, elements within the economies of countries throughout the world.

With the use of Wilks’ criterion, the combined dependent variables were significantly affected by ordering tool usage, F(9,206) = 2.77, p < 0.01, educational tool usage, F(9,206) = 2.25, p < 0.05, and the interaction between ordering tool usage and educational tool usage was also significant, F(9,206) = 2.37, p < 0.05. This result supports hypothesis 1, that is, patron perceptions of overall satisfaction varies across both the economic and mission orientations of the CSO website. Hypotheses 2(a–c) were partially supported each will be discussed in detail in Sections 6.1 and 6.2. Table 2 presents the means, standard deviations, multivariate and univariate F-tests for all dependent variables. Since there are only two dimensions for each independent variable, the F ratios associated with Wilk's Lambda, Pillai's Trace and Hotelling Trace will all be the same. We have chosen to only present the Wilks Lambda since it is most common multivariate coefficient.