The Role Of Organisational Culture in Sustaining Volunteers in Heritage Attractions: The case of Puffing Billy Railway

The nature of volunteerism and its significant role in sustaining heritage organisations is a perennial subject in the literature. The role of volunteers is undoubtedly critical to the viability of many organisations in the leisure sector. While research on volunteers is extensive, work presenting a holistic view of the influence of management practices on volunteers is slowly emerging. Specifically, the contribution of the role played by organisational culture (OC) in sustaining volunteers is scant. This project addresses this paucity by drawing on participant observation, interviews, and archival materials in seeking to identify and understand the dimensions of OC that impact on volunteers in heritage attractions. It aims to highlight the importance of these organisational factors in sustaining a viable volunteer workforce for such enterprises. This chapter captures the OC at Puffing Billy Railway (Australia) to highlight the organisational values, commitment, and challenges in attracting, engaging, and maintaining volunteers at heritage attractions. In so doing, it adds to the understanding of the value of volunteers in the development and maintenance of a sustainable workforce in the leisure industry