Worker Experience and Donor Heterogeneity : The Impact of Charitable Workers on Donors’ Blood Donation Decisions

Problem definition: How does charitable workers’ experience affect donors’ donation decisions? We demonstrate how different types of charitable workers’ experiences affect corresponding donation outcomes, which can be impacted by their interactions with their donors.Methodology/Results: Using a unique dataset at the nurse-donor interaction level, we analyze the role of nurses’ experience in driving charitable productivity as well as the moderating effect of nurse experience with donor’s self-efficacy.We find that the effect of the charitable worker on charitable productivity strongly depends on the relevant, rather than general, experience of the nurse. Moreover, nurse experience can encourage donors that perceive reduced control over their donation to have greater self-efficacy in choosing higher donation volumes. Managerial Implications: When taking the insights on staffing-donor interactions into account, improved matching between nurses and donors can provide economically significant benefits for the blood bank. Understanding worker experience in the staff-donor interactions and leveraging big data in staffing decisions can help charitable organizations improve their productivity simply from the personnel end