Exit, Voice, and Loyalty

Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.

1. Introduction and Doctrinal Background Enter and Latitude for deterioration, and slack in economic thought Exit and voice as impersonations of economics and politics 2. Exit...

Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis

On the basis of Hirschman's exit-voice theory, an economic model of defensive marketing strategy is developed for complaint management. Though many firms strive to reduce the nu...

Consumer Satisfaction, Dissatisfaction, and Complaining Behavior

Research on consumer satisfaction, dissatisfaction, and complaining behavior, as a consumer‐protection social issue, began in response to government public policy needs. How it ...

Complaints and Disenrollment at a Health Maintenance Organization

Two options for dissatisfied customers are to voice their grievances or to stop doing business with the offending organization. The choice may be influenced by buyer loyalty. Da...

Strategic Management and Marketing in the Service Sector