Exits, Voices and Social Investment

Citizens’ Reaction to Public Services

Nonfiction, Social & Cultural Studies, Political Science, Politics, History & Theory, Social Science
Cover of the book Exits, Voices and Social Investment by Professor Keith Dowding, Professor Peter John, Cambridge University Press
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Author: Professor Keith Dowding, Professor Peter John ISBN: 9781139366427
Publisher: Cambridge University Press Publication: April 12, 2012
Imprint: Cambridge University Press Language: English
Author: Professor Keith Dowding, Professor Peter John
ISBN: 9781139366427
Publisher: Cambridge University Press
Publication: April 12, 2012
Imprint: Cambridge University Press
Language: English

Over fifty years ago, Albert Hirschman argued that dissatisfied consumers could either voice complaint or exit when they were dissatisfied with goods or services. Loyal consumers would voice rather than exit. Hirschman argued that making exit easier from publicly provided services, such as health or education, would reduce voice, taking the richest and most articulate away and this would lead to the deterioration of public services. This book provides the first thorough empirical study of these ideas. Using a modified version of Hirschman's account, examining private and collective voice, and viewing loyalty as a form of social investment, it is grounded on a dedicated five-year panel study of British citizens. Given government policies over the past decade or more which make exit easier from public providers, this is a timely publication for all those who care about the quality of government services.

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Over fifty years ago, Albert Hirschman argued that dissatisfied consumers could either voice complaint or exit when they were dissatisfied with goods or services. Loyal consumers would voice rather than exit. Hirschman argued that making exit easier from publicly provided services, such as health or education, would reduce voice, taking the richest and most articulate away and this would lead to the deterioration of public services. This book provides the first thorough empirical study of these ideas. Using a modified version of Hirschman's account, examining private and collective voice, and viewing loyalty as a form of social investment, it is grounded on a dedicated five-year panel study of British citizens. Given government policies over the past decade or more which make exit easier from public providers, this is a timely publication for all those who care about the quality of government services.

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