IMPACT OF EXCHANGE VARIABLES ON EXIT, VOICE, LOYALTY, AND NEGLECT: AN INTEGRATIVE MODEL OF RESPONSES TO DECLINING JOB STATUS SATISFACTION.

TLDR

This research proposes a theory that predicts how job satisfaction, investment size, and quality of alternatives influence four responses to dissatisfaction—exit, voice, loyalty, and neglect. The authors tested this theory through three empirical studies. The studies found that higher satisfaction and investment encouraged voice and loyalty and discouraged exit and neglect; satisfaction and investment interacted to most strongly promote voice when satisfaction was high; better alternatives increased exit and voice and decreased loyalty, with no effect on neglect.

Abstract

This research offers a new theory predicting the effects of three exchange variables, job satisfaction, investment size, and quality of alternatives, on four general responses to dissatisfaction—exit, voice, loyalty, and neglect. Three studies designed to test model predictions' received good support. High satisfaction and investment encouraged voice and loyalty and discouraged exit and neglect. Satisfaction and investment interacted, with variations in investment most strongly promoting voice given high satisfaction. Better alternatives encouraged exit and voice and discouraged loyalty. However, there was no link between alternatives and neglect.