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The Three Exit, Three Voice and Loyalty Framework: A Test with Survey Data on Local Services

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  • Keith Dowding
  • Peter John

Abstract

The article presents a modified Hirschman framework with three types of exit: moving location; moving from the public to a private sector provider; and moving between public sector providers; and three types of voice: private voice (complaining about private goods); voting; and collective action. Seven hypotheses are generated from this framework. The article then presents evidence from the first round of an online survey examining citizen satisfaction with public services and the relationship between exit and voice opportunities. We find dissatisfied people are more likely to complain privately, vote and engage in other forms of collective participation; but only a weak relationship exists between dissatisfaction and geographical exit. We find some evidence that the exit–voice trade‐off might exist as more alert consumers are more likely to move from the public to the private sector and those ‘locked in’ are more likely to complain than those who have outside options. Overall the results tend to corroborate the hypotheses drawn from the modified Hirschman framework.

Suggested Citation

  • Keith Dowding & Peter John, 2008. "The Three Exit, Three Voice and Loyalty Framework: A Test with Survey Data on Local Services," Political Studies, Political Studies Association, vol. 56(2), pages 288-311, June.
  • Handle: RePEc:bla:polstu:v:56:y:2008:i:2:p:288-311
    DOI: 10.1111/j.1467-9248.2007.00688.x
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    References listed on IDEAS

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    Cited by:

    1. Christian Lessmann, 2012. "Regional Inequality and Decentralization: An Empirical Analysis," Environment and Planning A, , vol. 44(6), pages 1363-1388, June.
    2. Szabó, Zsolt, 2012. "A kivonulás-tiltakozás-hűség fogalomhármas közgazdaságtani relevanciája a 21. században [The relevance of "exit, voice and loyalty" theory in 21st-century economics]," Közgazdasági Szemle (Economic Review - monthly of the Hungarian Academy of Sciences), Közgazdasági Szemle Alapítvány (Economic Review Foundation), vol. 0(12), pages 1311-1335.
    3. Gerber, Anke & Nicklisch, Andreas & Voigt, Stefan, 2019. "The role of ignorance in the emergence of redistribution," Journal of Economic Behavior & Organization, Elsevier, vol. 163(C), pages 239-261.
    4. Croke,Kevin & Garcia Mora,Maria Elena & Goldstein,Markus P. & Mensah,Edouard Romeo & O'Sullivan,Michael B., 2020. "Up before Dawn : Experimental Evidence from a Cross-Border Trader Training at the Democratic Republic of Congo?Rwanda Border," Policy Research Working Paper Series 9123, The World Bank.
    5. Sebhatu, Abiel & Wennberg, Karl & Lakomaa, Erik & Brandén, Maria, 2020. "Work Environment and Competition in Swedish Schools, 1999-2011," Ratio Working Papers 330, The Ratio Institute.
    6. Peter Rasmussen Damgaard & Poul A. Nielsen, 2020. "Does performance disclosure affect user satisfaction, voice, and exit? Experimental evidence from service users," Journal of Behavioral Public Administration, Center for Experimental and Behavioral Public Administration, vol. 3(2).
    7. Deborah Wilson, 2008. "Exit, Voice and Quality in the English Education Sector," The Centre for Market and Public Organisation 08/194, The Centre for Market and Public Organisation, University of Bristol, UK.
    8. Sebhatu, Abiel & Wennberg, Karl & Lakomaa, Erik & Brandén, Maria, 2021. "More Schools, Less Trouble? Competition and Schools’ Work Environment, Sweden 1999–2011," Working Papers 21/1, Stockholm School of Economics, Center for Educational Leadership and Excellence.

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