Date of Award


Degree Type


Degree Name

Master of Business


School of Management


Faculty of Business and Public Management

First Advisor

Dr Scott Gardner

Second Advisor

Professor Catherine Smith

Third Advisor

Dr Anna Alderson


The purpose of this study was to examine the use of feedback by managers and co-ordinators of volunteers in the management of performance by volunteers. Research into the use of feedback in the paid workforce was examined extensively. Additionally, research dealing with the application of human resource management theory to volunteers is discussed. A foundation study conducted to examine the performance management practices in use with volunteers in Western Australia forms the basis for a multi-phase qualitative and quantitative examination of the topic. The perceptions of the managers and coordinators of volunteers, and the volunteers themselves about what constitutes poor performance and the role played by feedback in its management are examined Results indicate that the special "nurturing" element associated with managing volunteers, and the general feedback environment including the organisational culture, have an important role to play in the use of feedback. The findings offered here represent a reference point for managers and co-ordinators of volunteers seeking to employ feedback effectively as an effective tool in managing volunteers.