{"id":"https://openalex.org/W631817328","doi":null,"title":"Exits, voices and social investment citizens' reaction to public services","display_name":"Exits, voices and social investment citizens' reaction to public services","publication_year":2012,"publication_date":"2012-01-01","ids":{"openalex":"https://openalex.org/W631817328","mag":"631817328"},"language":"en","primary_location":{"id":"pmh:oai:aleph.bib-bvb.de:BVB01-024853310","doi":null,"is_oa":false,"landing_page_url":"http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024853310&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"text"},"volume":null,"type":"article","indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5025362889","display_name":"Keith M. Dowding","orcid":"https://orcid.org/0000-0001-6888-9369","observed_orcids":["https://orcid.org/0000-0001-6888-9369"]},"institutions":[{"id":"https://openalex.org/I118347636","display_name":"Australian National University","ror":"https://ror.org/019wvm592","country_code":"AU","type":"education","lineage":["https://openalex.org/I118347636"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Dowding, Keith M. 1960-","raw_affiliation_strings":["Australian National University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Australian National University","institution_ids":["https://openalex.org/I118347636"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040027314","display_name":"Peter C. John","orcid":"https://orcid.org/0000-0002-7934-1187","observed_orcids":["https://orcid.org/0000-0002-7934-1187","https://orcid.org/0000-0002-7928-3722"]},"institutions":[{"id":"https://openalex.org/I183935753","display_name":"King's College London","ror":"https://ror.org/0220mzb33","country_code":"GB","type":"education","lineage":["https://openalex.org/I124357947","https://openalex.org/I183935753"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"John, Peter 1960-","raw_affiliation_strings":["King \u2018s College London"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"King \u2018s College London","institution_ids":["https://openalex.org/I183935753"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.2541,"has_fulltext":false,"cited_by_count":22,"citation_normalized_percentile":{"value":0.9151187,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.6685000061988831,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.6685000061988831,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.2915000021457672,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10443","display_name":"Social Policy and Reform Studies","score":0.013000000268220901,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/exit-voice-and-loyalty","display_name":"exit, voice and loyalty","score":0.7789999842643738},{"id":"https://openalex.org/keywords/hirschman","display_name":"Hirschman","score":0.8360000252723694},{"id":"https://openalex.org/keywords/public-service-quality","display_name":"public service quality","score":0.6639999747276306},{"id":"https://openalex.org/keywords/citizen-satisfaction","display_name":"citizen satisfaction","score":0.531000018119812},{"id":"https://openalex.org/keywords/social-investment","display_name":"social investment","score":0.5910000205039978},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.5109999775886536},{"id":"https://openalex.org/keywords/government-service-delivery","display_name":"government service delivery","score":0.453000009059906},{"id":"https://openalex.org/keywords/british-citizens","display_name":"British citizens","score":0.4059999883174896}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.777076780796051},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.6914401650428772},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6442992091178894},{"id":"https://openalex.org/C27548731","wikidata":"https://www.wikidata.org/wiki/Q88272","display_name":"Investment (military)","level":3,"score":0.5663101673126221},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.5287995934486389},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.49426746368408203},{"id":"https://openalex.org/C536738050","wikidata":"https://www.wikidata.org/wiki/Q3249071","display_name":"Social Welfare","level":2,"score":0.47851598262786865},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4757230579853058},{"id":"https://openalex.org/C187452473","wikidata":"https://www.wikidata.org/wiki/Q2897903","display_name":"Goods and services","level":2,"score":0.4440476894378662},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.42607253789901733},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.3405584692955017},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3346983790397644},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.21366947889328003},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.1884588599205017},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.09944352507591248},{"id":"https://openalex.org/C94625758","wikidata":"https://www.wikidata.org/wiki/Q7163","display_name":"Politics","level":2,"score":0.0965391993522644},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"pmh:oai:aleph.bib-bvb.de:BVB01-024853310","doi":null,"is_oa":false,"landing_page_url":"http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024853310&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"text"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":193,"referenced_works":["https://openalex.org/W8178530","https://openalex.org/W39628132","https://openalex.org/W102933385","https://openalex.org/W195888860","https://openalex.org/W272333210","https://openalex.org/W567256875","https://openalex.org/W581380439","https://openalex.org/W616007306","https://openalex.org/W623064080","https://openalex.org/W623904383","https://openalex.org/W1480037753","https://openalex.org/W1480362742","https://openalex.org/W1483289005","https://openalex.org/W1491306755","https://openalex.org/W1499391931","https://openalex.org/W1500963344","https://openalex.org/W1507004422","https://openalex.org/W1536281704","https://openalex.org/W1540012916","https://openalex.org/W1545041055","https://openalex.org/W1550821671","https://openalex.org/W1560718776","https://openalex.org/W1566447476","https://openalex.org/W1578677078","https://openalex.org/W1581748125","https://openalex.org/W1587651716","https://openalex.org/W1587682423","https://openalex.org/W1589800138","https://openalex.org/W1593167022","https://openalex.org/W1603542031","https://openalex.org/W1604238965","https://openalex.org/W1616538352","https://openalex.org/W1647165795","https://openalex.org/W1662606388","https://openalex.org/W1964062743","https://openalex.org/W1965705146","https://openalex.org/W1967372240","https://openalex.org/W1968548375","https://openalex.org/W1972326165","https://openalex.org/W1974916982","https://openalex.org/W1977825494","https://openalex.org/W1979783273","https://openalex.org/W1980170921","https://openalex.org/W1980890280","https://openalex.org/W1983252878","https://openalex.org/W1985194351","https://openalex.org/W1986448031","https://openalex.org/W1990533598","https://openalex.org/W1992245020","https://openalex.org/W1993450812","https://openalex.org/W1994062728","https://openalex.org/W1994218838","https://openalex.org/W1996833810","https://openalex.org/W1997002746","https://openalex.org/W1998819003","https://openalex.org/W2001141960","https://openalex.org/W2002470573","https://openalex.org/W2002678936","https://openalex.org/W2003222011","https://openalex.org/W2003845384","https://openalex.org/W2006256506","https://openalex.org/W2007817889","https://openalex.org/W2008584053","https://openalex.org/W2008841154","https://openalex.org/W2009183671","https://openalex.org/W2010334303","https://openalex.org/W2010518259","https://openalex.org/W2010776757","https://openalex.org/W2011972736","https://openalex.org/W2013084433","https://openalex.org/W2013328906","https://openalex.org/W2014607560","https://openalex.org/W2016130461","https://openalex.org/W2016734275","https://openalex.org/W2017699874","https://openalex.org/W2018008900","https://openalex.org/W2018779715","https://openalex.org/W2018806404","https://openalex.org/W2020036832","https://openalex.org/W2020611398","https://openalex.org/W2023241941","https://openalex.org/W2028338090","https://openalex.org/W2029355789","https://openalex.org/W2031340404","https://openalex.org/W2033081147","https://openalex.org/W2034857072","https://openalex.org/W2035515752","https://openalex.org/W2037382985","https://openalex.org/W2038688780","https://openalex.org/W2042208152","https://openalex.org/W2042531264","https://openalex.org/W2043112048","https://openalex.org/W2047165500","https://openalex.org/W2047805544","https://openalex.org/W2049033638","https://openalex.org/W2050562332","https://openalex.org/W2051447928","https://openalex.org/W2052683089","https://openalex.org/W2055522850","https://openalex.org/W2057643324","https://openalex.org/W2058747318","https://openalex.org/W2059560589","https://openalex.org/W2060202343","https://openalex.org/W2061518704","https://openalex.org/W2061774292","https://openalex.org/W2062387714","https://openalex.org/W2062623291","https://openalex.org/W2064097948","https://openalex.org/W2064749280","https://openalex.org/W2066953573","https://openalex.org/W2067256035","https://openalex.org/W2067724758","https://openalex.org/W2068323171","https://openalex.org/W2068677013","https://openalex.org/W2071599111","https://openalex.org/W2073215221","https://openalex.org/W2073508992","https://openalex.org/W2076344985","https://openalex.org/W2078034511","https://openalex.org/W2078047918","https://openalex.org/W2081714882","https://openalex.org/W2084507350","https://openalex.org/W2084749785","https://openalex.org/W2085596563","https://openalex.org/W2087014293","https://openalex.org/W2089314759","https://openalex.org/W2090848113","https://openalex.org/W2092918638","https://openalex.org/W2096911248","https://openalex.org/W2097811184","https://openalex.org/W2099014920","https://openalex.org/W2101029005","https://openalex.org/W2103294976","https://openalex.org/W2106070533","https://openalex.org/W2107245340","https://openalex.org/W2108107663","https://openalex.org/W2109256496","https://openalex.org/W2111247447","https://openalex.org/W2112033916","https://openalex.org/W2113562713","https://openalex.org/W2115723119","https://openalex.org/W2116303387","https://openalex.org/W2116789738","https://openalex.org/W2117963689","https://openalex.org/W2118134033","https://openalex.org/W2121822386","https://openalex.org/W2122456148","https://openalex.org/W2122735004","https://openalex.org/W2125158172","https://openalex.org/W2126953847","https://openalex.org/W2129600824","https://openalex.org/W2129935722","https://openalex.org/W2133469585","https://openalex.org/W2134794543","https://openalex.org/W2135409175","https://openalex.org/W2136092540","https://openalex.org/W2143350822","https://openalex.org/W2144526869","https://openalex.org/W2145997124","https://openalex.org/W2147264455","https://openalex.org/W2148900621","https://openalex.org/W2151793353","https://openalex.org/W2152770513","https://openalex.org/W2153137032","https://openalex.org/W2153943092","https://openalex.org/W2154110995","https://openalex.org/W2157619495","https://openalex.org/W2160056670","https://openalex.org/W2160359699","https://openalex.org/W2165609748","https://openalex.org/W2167256210","https://openalex.org/W2168279926","https://openalex.org/W2170599223","https://openalex.org/W2230094283","https://openalex.org/W2290574553","https://openalex.org/W2315055023","https://openalex.org/W2316206532","https://openalex.org/W2324861875","https://openalex.org/W2325959423","https://openalex.org/W2326609635","https://openalex.org/W2326721493","https://openalex.org/W2328035621","https://openalex.org/W2502540541","https://openalex.org/W2802691286","https://openalex.org/W2948241537","https://openalex.org/W3011475740","https://openalex.org/W3011865677","https://openalex.org/W3021371851","https://openalex.org/W3023512294","https://openalex.org/W3121607155","https://openalex.org/W3121722328","https://openalex.org/W3122302663","https://openalex.org/W3152121327"],"related_works":["https://openalex.org/W2227476554","https://openalex.org/W2297851456","https://openalex.org/W3121404492","https://openalex.org/W2116789738","https://openalex.org/W3122391123","https://openalex.org/W2415027446","https://openalex.org/W6925446507","https://openalex.org/W4292452068","https://openalex.org/W2245276948","https://openalex.org/W181445587"],"abstract_inverted_index":{"Over":[0],"fifty":[1],"years":[2],"ago,":[3],"Albert":[4],"Hirschman":[5,31],"argued":[6,32],"that":[7,33],"dissatisfied":[8,19],"consumers":[9,25],"could":[10],"either":[11],"voice":[12,27],"complaint":[13],"or":[14,22,44,117],"exit":[15,35,121],"when":[16],"they":[17],"were":[18],"with":[20],"goods":[21],"services.":[23,65,141],"Loyal":[24],"would":[26,46,58],"rather":[28],"than":[29],"exit.":[30],"making":[34],"easier":[36,122],"from":[37,123],"publicly":[38],"provided":[39],"services,":[40],"such":[41],"as":[42,92],"health":[43],"education,":[45],"reduce":[47],"voice,":[48,88],"taking":[49],"the":[50,61,69,114,137],"richest":[51],"and":[52,56,86,89],"most":[53],"articulate":[54],"away":[55],"this":[57,126],"lead":[59],"to":[60],"deterioration":[62],"of":[63,74,81,95,107,139],"public":[64,124],"This":[66],"book":[67],"provides":[68],"first":[70],"thorough":[71],"empirical":[72],"study":[73,106],"these":[75],"ideas.":[76],"Using":[77],"a":[78,93,102,128],"modified":[79],"version":[80],"Hirschman's":[82],"account,":[83],"examining":[84],"private":[85],"collective":[87],"viewing":[90],"loyalty":[91],"form":[94],"social":[96],"investment,":[97],"it":[98],"is":[99,127],"grounded":[100],"on":[101],"dedicated":[103],"five-year":[104],"panel":[105],"British":[108],"citizens.":[109],"Given":[110],"government":[111,140],"policies":[112],"over":[113],"past":[115],"decade":[116],"more":[118],"which":[119],"make":[120],"providers,":[125],"timely":[129],"publication":[130],"for":[131],"all":[132],"those":[133],"who":[134],"care":[135],"about":[136],"quality":[138]},"counts_by_year":[{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}