Can I read Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories on EtoBox?

Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories by Jagdip Singh is a Business, Management and Accounting article available to read on EtoBox.

What is Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories about?

Drawing upon Hirschman' s (1970)framework for Exit, Voice and Loyalty, a model is proposed which predicts and explains variation in voice, exit, and negative work-of-mouth behaviors. The findings from extant consumer complaining behavior (CCB) literature are also incorporated into the hypothesized model. Using data from customer dissatisfaction with three different service categories, the proposed model is subjected to empirical investigation. Despite the parsimony of Hirschman' s framework, results show that the hypothesized model provides good model-fit indices in each of the three data sets. In addition, the explanatory power of the model is encouraging, ranging from 36 percent to 50 percent variance explained. However, the support for the hypothesized pattern of CCB rates across the service categories is mixed. Specifically, while voice responses conform to the hypothesized pattern, exit responses do not. Implications stemming from a comparative analysis of the results are discussed, and directions for future research outlined.

Who reads Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories?

Author

Jagdip Singh

Publisher

Sage Publications; Springer-Verlag; Springer New York LLC; Springer Science and Business Media LLC; Society for Mining, Metallurgy and Exploration Inc. (ISSN 0092-0703)

Published

1990

Language

EN

Field

Business, Management and Accounting (Social Sciences)