5. Conclusion
The findings of this study show that vision and strategy positively affect NPOs’ service performance, consistent
with the literature (Jagersma, 2003; McDonald, 2007; Camarero and Garrido, 2009; Balduck et al., 2010; Chen et al.,
2013). This study demonstrates that vision can be used to generate excellent relationships with service performance
and thus create a consumer preference for NPOs and drive service incomes. Understanding vision and strategy will
help NPOs enhance their performance. Maintaining an excellent vision has a positive effect on strategy building and
service performance. These findings contradict the theory that strategy must be persistent for NPOs to secure long-
term business relationships. However, the effect of human resources on service performance is positive but non-
significant, perhaps because human resource plays a moderating role that reduces its influence or because NPO
employees working in foreign affairs do not have enough time to participate in service performance execution.