Exits, voices and social investment: citizens' reaction to public services
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...
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Cambridge
Cambridge University Press
2012
|
| Schriftenreihe: | Theories of institutional design
|
| Schlagworte: | |
| Online-Zugang: | BSB01 FUBA1 UBG01 Volltext |
| Zusammenfassung: | 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 |
| Beschreibung: | Title from publisher's bibliographic system (viewed on 05 Oct 2015) |
| Beschreibung: | 1 Online-Ressource (x, 195 Seiten) |
| ISBN: | 9781139136709 |
| DOI: | 10.1017/CBO9781139136709 |
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| 520 | |a 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 | ||
| 650 | 4 | |a Human services | |
| 650 | 4 | |a Consumer satisfaction | |
| 650 | 4 | |a Public welfare administration | |
| 650 | 4 | |a Total quality management in human services | |
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Datensatz im Suchindex
| _version_ | 1804176844767887360 |
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| any_adam_object | |
| author | Dowding, Keith M. 1960- John, Peter 1960- |
| author_GND | (DE-588)138680868 (DE-588)142580031 |
| author_facet | Dowding, Keith M. 1960- John, Peter 1960- |
| author_role | aut aut |
| author_sort | Dowding, Keith M. 1960- |
| author_variant | k m d km kmd p j pj |
| building | Verbundindex |
| bvnumber | BV043922021 |
| collection | ZDB-20-CBO |
| contents | Hirschman's original idea -- Exits, voices and the object of loyalty -- Exit, voice, loyalty and neglect -- The structure of UK public services and some simple relationships -- Evidence of the major EVL relationships -- Exit, voice and welfare |
| ctrlnum | (ZDB-20-CBO)CR9781139136709 (OCoLC)852512430 (DE-599)BVBBV043922021 |
| dewey-full | 361.0068 |
| dewey-hundreds | 300 - Social sciences |
| dewey-ones | 361 - Social problems and services |
| dewey-raw | 361.0068 |
| dewey-search | 361.0068 |
| dewey-sort | 3361.0068 |
| dewey-tens | 360 - Social problems and services; associations |
| discipline | Soziologie |
| doi_str_mv | 10.1017/CBO9781139136709 |
| format | Electronic eBook |
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| isbn | 9781139136709 |
| language | English |
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| series2 | Theories of institutional design |
| spelling | Dowding, Keith M. 1960- Verfasser (DE-588)138680868 aut Exits, voices and social investment citizens' reaction to public services Keith Dowding and Peter John Exits, Voices & Social Investment Cambridge Cambridge University Press 2012 1 Online-Ressource (x, 195 Seiten) txt rdacontent c rdamedia cr rdacarrier Theories of institutional design Title from publisher's bibliographic system (viewed on 05 Oct 2015) Hirschman's original idea -- Exits, voices and the object of loyalty -- Exit, voice, loyalty and neglect -- The structure of UK public services and some simple relationships -- Evidence of the major EVL relationships -- Exit, voice and welfare 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 Human services Consumer satisfaction Public welfare administration Total quality management in human services Einstellung (DE-588)4013943-8 gnd rswk-swf Öffentliche Leistung (DE-588)4043150-2 gnd rswk-swf Bürgertum (DE-588)4069722-8 gnd rswk-swf Großbritannien (DE-588)4022153-2 gnd rswk-swf Großbritannien (DE-588)4022153-2 g Öffentliche Leistung (DE-588)4043150-2 s Bürgertum (DE-588)4069722-8 s Einstellung (DE-588)4013943-8 s DE-604 John, Peter 1960- Verfasser (DE-588)142580031 aut Erscheint auch als Druck-Ausgabe, Hardcover 978-1-107-02242-3 (DE-604)BV039996279 Erscheint auch als Druck-Ausgabe 978-1-107-48418-4 https://doi.org/10.1017/CBO9781139136709 Verlag URL des Erstveröffentlichers Volltext |
| spellingShingle | Dowding, Keith M. 1960- John, Peter 1960- Exits, voices and social investment citizens' reaction to public services Hirschman's original idea -- Exits, voices and the object of loyalty -- Exit, voice, loyalty and neglect -- The structure of UK public services and some simple relationships -- Evidence of the major EVL relationships -- Exit, voice and welfare Human services Consumer satisfaction Public welfare administration Total quality management in human services Einstellung (DE-588)4013943-8 gnd Öffentliche Leistung (DE-588)4043150-2 gnd Bürgertum (DE-588)4069722-8 gnd |
| subject_GND | (DE-588)4013943-8 (DE-588)4043150-2 (DE-588)4069722-8 (DE-588)4022153-2 |
| title | Exits, voices and social investment citizens' reaction to public services |
| title_alt | Exits, Voices & Social Investment |
| title_auth | Exits, voices and social investment citizens' reaction to public services |
| title_exact_search | Exits, voices and social investment citizens' reaction to public services |
| title_full | Exits, voices and social investment citizens' reaction to public services Keith Dowding and Peter John |
| title_fullStr | Exits, voices and social investment citizens' reaction to public services Keith Dowding and Peter John |
| title_full_unstemmed | Exits, voices and social investment citizens' reaction to public services Keith Dowding and Peter John |
| title_short | Exits, voices and social investment |
| title_sort | exits voices and social investment citizens reaction to public services |
| title_sub | citizens' reaction to public services |
| topic | Human services Consumer satisfaction Public welfare administration Total quality management in human services Einstellung (DE-588)4013943-8 gnd Öffentliche Leistung (DE-588)4043150-2 gnd Bürgertum (DE-588)4069722-8 gnd |
| topic_facet | Human services Consumer satisfaction Public welfare administration Total quality management in human services Einstellung Öffentliche Leistung Bürgertum Großbritannien |
| url | https://doi.org/10.1017/CBO9781139136709 |
| work_keys_str_mv | AT dowdingkeithm exitsvoicesandsocialinvestmentcitizensreactiontopublicservices AT johnpeter exitsvoicesandsocialinvestmentcitizensreactiontopublicservices AT dowdingkeithm exitsvoicessocialinvestment AT johnpeter exitsvoicessocialinvestment |