Document Type

Article

Publication Title

Academy of Management Journal

ISSN

0001-4273

Volume

31

Issue

3

DOI

10.2307/256461

First Page

599

Last Page

627

Publication Date

September 1988

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.

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