Exits voices and social investment citizens reaction to public services 1st Edition by Keith Dowding, Peter John ISBN 9781107022423 1107022428

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Product details:

ISBN 10: 1107022428

ISBN 13: 9781107022423

Author:  Keith Dowding, Peter John 

 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.

Table of contents: 

1. Hirschman’s original idea

2. Exits, voices and the object of loyalty

3. Exit, voice, loyalty and neglect

4. The structure of UK public services and some simple relationships

5. Evidence of the major EVL relationships

6. Exit, voice and welfare

7. Appendix A – Summary of the empirical literature testing EVL

8. Appendix B – Note on statistical methods

9. Appendix C – The survey instrument

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Tags: Keith Dowding, Peter John, Exits Voices, Social Investment, Citizens Reaction, Public Services