Exit, Voice, and Loyalty | Encyclopedia.com

Hirschman wrote Exit, Voice, and Loyalty (1970), a seminal work that examines how several different kinds of human behavior might be invoked when consumers ... SkiptomaincontentSocialsciencesAppliedandsocialsciencesmagazinesExit,Voice,andLoyaltyExit,Voice,andLoyaltygaleviewsupdatedExit,Voice,andLoyaltyEVLMODELWEAKNESSESCONTEMPORARYSCHOLARSHIPBIBLIOGRAPHYToextendtheanalysisofhisfelloweconomistsbeyondtheirtraditionalfocusonsimplemarketexchanges,AlbertO.HirschmanwroteExit,Voice,andLoyalty(1970),aseminalworkthatexamineshowseveraldifferentkindsofhumanbehaviormightbeinvokedwhenconsumersconfrontadeclineinfirms,organizations,andstates.EVLMODELInHirschman’sexit,voice,andloyalty(EVL)model,consumersdissatisfiedwithaproductinthemarketplace,forexample,mightcomplaintotheproduceraboutdecliningquality(voice)orpatientlywaitfortheproducttoimprove(loyalty)insteadofpurchasingarivalgoodorservice(exit).Inpolitics,votersdissatisfiedwiththeirparty’spoliciesmayvoteforanother(exit),workinpartycaucusestochangethosepolicies(voice),orhopethatthepartyplatformwillberevised(loyalty).Andinanabusiveinterpersonalsituation,onecanleave(exit),complain(voice),oravoidconfrontationinthehopethatthestormwillpass(loyalty).Indeed,Hirschman’sanalysisoftheinterrelationsamongvariousbehaviorsanindividualmightengageinwhenconfrontingdecliningqualityinone’spersonal,political,economic,andsocialrelationshipswassignificanttoallofthesocialsciencespreciselybecauseofitscomprehensiveness.Ifverydifferenttypesofbehaviorscaneffectivelysubstituteforeachother,onecannotstudyeachindependentlywithoutmissingsomethingvital.Voicebehaviorslikeconsumercomplaintsorwritingletterstothecitycouncil,forexample,cannotbeunderstoodwithoutaccountingforopportunitiestoexitthroughpurchasingasubstituteproductormovingtoanothercity.Hirschmanfurtherdemonstratedthatopportunitiestoexerciseonetypeofbehaviorofteninfluence—insometimesverysurprisingways—theeffectivenessofotherbehaviors.Thethreatofexit,forexample,mayencouragedecliningfirms,organizations,andstatestobemoreorlessattentivetovoicedependingonwhoisexiting,whentheexitingoccurs,andhowitbearsontheinterestsofthosemakingdecisionsabouttheirgoods,services,orpolicies.WEAKNESSESDespiteitssweepingandimmediatelyrecognizedimport,Hirschman’sanalysisisnonethelessincomplete.First,theEVLmodeldoesnotgiveequalattentiontothethreetypesofbehaviors;loyaltyonlymakesanappearancetwo-thirdsofthewaythroughtheanalysis.Inaddition,loyaltyisdiscussedalmostexclusivelyasabrakeontheexerciseofexitandvoiceratherthanasanindependentmodeofresponsetodissatisfaction.Second,exit,voice,andloyaltyfailtoencompassallofthepossiblebehaviorsthatonemightobservewhenconsumers,voters,orfamilymembersconfrontadeclineinthequalityoftheirrelationships.Theymaywelldonothing.Indeed,Hirschmandiscussedhowconsumersmightneitherexitnorengageinvoicebehaviorswheninstitutionsdonotprovideproducerswithincentivestorespondtoconsumerdemand.However,heessentiallytreatedsuchsituationsaspathologiesratherthanincorporatingthemintothemodelinasystematicmanner,recognizingtherebythatnotrespondingtodeclineispotentiallyasinterestingasexit,voice,orloyalty.Third,Hirschmandidnotdevelopageneralmodelthatcommunicatedhowconsumers,voters,employees,orfamilymembersselectamongexit,voice,orloyaltybehaviors.CONTEMPORARYSCHOLARSHIPIntheearly1980sscholarsaddressedtheseweaknessesinextensionsofHirschman’sEVLmodel.First,intheir1983analysis,CarylRusbultandI.M.ZembrodtrecastHirschman’sthreefoldtypologyasatwo-dimensionalspace.Thefirstdistinguishesactiveandpassiveresponsestodissatisfactionwhiletheseconddistinguishesconstructiveanddestructiveresponses.Thus,voiceincludesallactiveresponsestodissatisfactionthatareconstructivewithrespecttotherelationshipgivingrisetothatdissatisfaction.Incontrast,exitbehaviors,whilealsoactive,aredestructivetotherelationship.Loyaltybehaviorsarepassive,constructiveresponsestodissatisfaction.AfourthtypeofresponsenotaddressedbyHirschmanexceptaspathologicalbehaviorisneglect;thatis,passivelyrespondingtodissatisfactionbyallowingtherelationshiptofurtherdeteriorate.InanothersignificantextensionofHirschman’sanalysis,in1981DanielFarrellandRusbultdevelopedaparsimonious,three-variablemodelexplaininghowindividualsselectamongtheresponsestodissatisfaction.Whenonehasmanyalternativestoacurrentjob,aproductorservice,oraromanticpartner,oneismorelikelytorespondtodissatisfactioninanactivemannerthroughvoiceorexitratherthanthroughthepassivebehaviorsassociatedwithloyaltyorneglect.Butwhenoneishighlyinvestedinand/orhashadahighlevelofpriorsatisfactionwiththerelationship,onewillmorelikelyrespondtodissatisfactionwithconstructivevoiceorloyaltybehaviorsandsuppressnegativebehaviorscharacteristicofexitandneglectresponses.AnumberofsocialscientistscontinuetoemployHirschman’soriginalthreefoldtypology.Bythemid-1980s,however,manyotherswereemployingitsdescendent,theexit,voice,loyalty,andneglect(EVLN)model.Thisextensionoftheoriginalhighlightedtwodimensionsdefiningfourdistinctresponsestodissatisfaction,includingthepreviouslyneglectedcategoryofneglect.Selectionamongthefourresponseswasfurtherhypothesizedtobefunctionofalternatives,priorsatisfaction,andinvestments.TheEVLNmodelwasstronglysupportedinempiricalworkonprivateandpublicsectoremploymentbehaviors,romanticrelationships,andpoliticalbehaviorinmetropolitansettings.Allofthesestudiesexamineawiderangeofresponsestodissatisfactionwithinacommontheoreticalframeworklinkingwhathadbeenpreviouslyunderstoodasdisparateanddistinctbehaviors.TherehavebeenfewerapplicationsofeithertheoriginalversionofHirschman’smodeloritsEVLNextensioninstudiesoftraditionalmarketeconomics,whichwasthemainfocusofExit,Voice,andLoyalty.Tosomeextent,thisreflectssomelongrecognizednormativebiasesinthedisciplines.Inthesamewaythatsomepoliticalscientistsmightregardexitingapoliticaljurisdictionasillegitimatetothepointofconstitutingtreason,someeconomistsviewvoice,loyalty,orneglectasafailureonthepartofconsumerstoexerciseduediligenceorasevidenceofimprudence.Butperhapsamoretellingexplanation,andoneapplicabletoallsocialsciences,isthatsimultaneouslyaccountingforexit,voice,loyalty,andneglectbehaviorsisveryhardtodo.SEEALSOEconomics;PoliticalScience;SociologyBIBLIOGRAPHYFarrell,Daniel,andCarylE.Rusbult.1981.ExchangeVariablesasPredictorsofJobSatisfaction,JobCommitment,andTurnover:TheImpactofRewards,Costs,Alternatives,andInvestments.OrganizationalBehaviorandHumanPerformance27:78–95.Hirschman,AlbertO.1970.Exit,Voice,andLoyalty.Cambridge,MA:HarvardUniversityPress.Lyons,WilliamE.,andDavidLowery.1989.CitizenResponsestoDissatisfactioninUrbanCommunities:APartialTestofaGeneralModel.JournalofPolitics51:842–868.Rusbult,CarylE.,andDavidLowery.1985.WhenBureaucratsGettheBlues:ResponsestoDissatisfactionamongFederalEmployees.JournalofAppliedSocialPsychology15:80–103.Rusbult,CarylE.,andI.M.Zembrodt.1983.ResponsestoDissatisfactioninRomanticInvolvements:AMultidimensionalScalingAnalysis.JournalofExperimentalSocialPsychology19:274–293.Rusbult,CarylE.,DanielFarrell,G.Rogers,andA.G.MainousIII.1988.ImpactofExchangeVariablesonExit,Voice,Loyalty,andNeglect:AnIntegrativeModelofResponsestoDecliningJobSatisfaction.AcademyofManagementJournal31:599–627.Rusbult,CarylE.,DennisJ.Johnson,andG.D.Morrow.1986.DeterminantsandConsequencesofExit,Voice,Loyalty,andNeglect:ResponsestoDissatisfactioninAdultRomanticInvolvements.HumanRelations39:45–63.Withy,Michael,andWilliamH.Cooper.1989.PredictingExit,Voice,Loyalty,andNeglect.AdministrativeScienceQuarterly34:521–539.DavidLoweryInternationalEncyclopediaoftheSocialSciences×CitethisarticlePickastylebelow,andcopythetextforyourbibliography.MLAChicagoAPA"Exit,Voice,andLoyalty ."InternationalEncyclopediaoftheSocialSciences..Encyclopedia.com.28Dec.2021."Exit,Voice,andLoyalty ."InternationalEncyclopediaoftheSocialSciences..Encyclopedia.com.(December28,2021).https://www.encyclopedia.com/social-sciences/applied-and-social-sciences-magazines/exit-voice-and-loyalty"Exit,Voice,andLoyalty ."InternationalEncyclopediaoftheSocialSciences..RetrievedDecember28,2021fromEncyclopedia.com:https://www.encyclopedia.com/social-sciences/applied-and-social-sciences-magazines/exit-voice-and-loyaltyLearnmoreaboutcitationstylesCitationstylesEncyclopedia.comgivesyoutheabilitytocitereferenceentriesandarticlesaccordingtocommonstylesfromtheModernLanguageAssociation(MLA),TheChicagoManualofStyle,andtheAmericanPsychologicalAssociation(APA).Withinthe“Citethisarticle”tool,pickastyletoseehowallavailableinformationlookswhenformattedaccordingtothatstyle.Then,copyandpastethetextintoyourbibliographyorworkscitedlist.Becauseeachstylehasitsownformattingnuancesthatevolveovertimeandnotallinformationisavailableforeveryreferenceentryorarticle,Encyclopedia.comcannotguaranteeeachcitationitgenerates.Therefore,it’sbesttouseEncyclopedia.comcitationsasastartingpointbeforecheckingthestyleagainstyourschoolorpublication’srequirementsandthemost-recentinformationavailableatthesesites:ModernLanguageAssociationhttp://www.mla.org/styleTheChicagoManualofStylehttp://www.chicagomanualofstyle.org/tools_citationguide.htmlAmericanPsychologicalAssociationhttp://apastyle.apa.org/Notes:Mostonlinereferenceentriesandarticlesdonothavepagenumbers.Therefore,thatinformationisunavailableformostEncyclopedia.comcontent.However,thedateofretrievalisoftenimportant.Refertoeachstyle’sconventionregardingthebestwaytoformatpagenumbersandretrievaldates.InadditiontotheMLA,Chicago,andAPAstyles,yourschool,university,publication,orinstitutionmayhaveitsownrequirementsforcitations.Therefore,besuretorefertothoseguidelineswheneditingyourbibliographyorworkscitedlist.MoreFromencyclopedia.comBehaviorism,Behaviorism ABRIEFHISTORICALOVERVIEW PSYCHOLOGICALBEHAVIORISM OBJECTIONSTOBEHAVIORISM CONCLUSION BIBLIOGRAPHY Behaviorismisatwentieth-centur…OrganizationalBehavior,Thestudyoforganizationalbehaviorisanacademicdisciplineconcernedwithdescribing,understanding,predicting,andcontrollinghumanbehaviori…BurrhusFredericSkinner,Skinner,BurrhusFrederic(B.F.) SKINNER,BURRHUSFREDERIC(B.F.) (b.Susquehanna,Pennsylvania,20March1904;d.Cambridge,Massachusetts,18Aug…PoliticalBehavior,Theanalysisofpoliticalbehaviorproceedsfromtheassumptionthatpoliticsasaspecialformofhumanactivityisnot,andcannotbe,independent…BehaviorModification,Behaviormodificationisatreatmentapproach,basedontheprinciplesofoperantconditioning,thatreplacesundesirablebehaviorswithmoredesirab…AntisocialBehavior,Definition Antisocialbehaviorsaredisruptiveactscharacterizedbycovertandoverthostilityandintentionalaggressiontowardothers.Antisocial…AboutthisarticleExit,Voice,andLoyaltyUpdatedAboutencyclopedia.comcontentPrintArticleYouMightAlsoLikeSkinner,BurrhusFredericValvasensi,LazaroVOICEQUALITYVento,IvodeSoucie,Kath1967–ReinforcementTheorySkinner,B.F.(1904-1990)SKINNER,B.F.(1904-1990)NEARBYTERMSExitWoundsexitvisaExittoEdenexitpointExitinRedexiteXistenZexistentialistExistentialTheologyexistentialsociologyEXISTENTIALSENTENCEexistentialquantifierExistentialPsychologyExistentialPsychoanalysisExistentialMetaphysicsexistentialgrouptherapyExistentialEthicsexistentExistenceexistexiniteEximeno(yPujades),AntonioexilicExiledtoShanghaiExiledinAmericaExit,Voice,andLoyaltyexitanceExley,FrederickEarlExmew,William,Bl.Exmouth,EdwardPellew,1stViscountExner,JudithCampbell(d.1999)Exner-Ewarten,FelixMariavonEXNOREXNORgateexo-ExobasidialesexocarpExocarposexoccipitalsExocetExocoecariaexocoelExocoetidaeExocoetusvolitansExocrineGlandsexocuticleExod.exodermisExodusCommunicationsIncExodusRabbahExodusters