Exit, Tweets, and Loyalty

JOSHUA S. GANS; AVI GOLDFARB; MARA LEDERMAN

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Exit, Tweets, and Loyalty

机译：退出，推文和忠诚

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Hirschman's Exit, Voice, and Loyalty highlights the role of "voice" when individuals confront an unexpected deterioration in quality. Yet, voice has received little attention. To motivate our empirical analysis, we develop a simple model of voice as the equilibrium of a relational contract between customers and firms. We use data on 4 million tweets to or about US airlines to study the relationship between quality, voice, and market structure. Voice increases when quality deteriorates. This relationship is greater for airlines that operate a large share of flights in a market. Supplemental analyses support a relational contracting role for voice.

机译：Hirschman的出口，声音和忠诚度突出了“声音”当个人面临质量意外恶化时的作用。然而，声音很少受到关注。为了激励我们的实证分析，我们开发了一个简单的语音模型，作为客户和公司之间的关系合同的均衡。我们使用400万推文或关于我们航空公司的数据来研究质量，声音和市场结构之间的关系。当质量恶化时，声音增加。这种关系对于在市场上运营大量航班的航空公司更大。补充分析支持语音的关系契约作用。

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《American economic journal》 |2021年第2期|68-112|共45页
作者
JOSHUA S. GANS; AVI GOLDFARB; MARA LEDERMAN;
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Rotman School of Management University of Toronto 105 St. George Street Toronto Ontario M5S 3E6;

Rotman School of Management University of Toronto 105 St. George Street Toronto Ontario M5S 3E6;

Rotman School of Management University of Toronto 105 St. George Street Toronto Ontario M5S 3E6;

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1. Testing Hirschman's exit, voice, and loyalty model: citizen and provider responses to decline in public health services [J] . James Oliver, John Peter International Public Management Journal . 2021,第3期

机译：测试Hirschman的出口，语音和忠诚度模式：公民和提供商对公共卫生服务下降的反应
2. Tenant Voice - As Strong as It Gets. Exit, Voice and Loyalty in Housing Renovation [J] . Bengtsson Bo, Bohman Helena Housing, theory and society . 2021,第3期

机译：租客的声音 - 就像它得到的那样强烈。退出，声音和住房装修忠诚度
3. Employee Exit, Voice, Loyalty, and Neglect in Response to Dissatisfying Organizational Situations: It Depends on Supervisory Relationship Quality [J] . Lee Jaesub, Varon Amy L. Journal of business communication . 2020,第1期

机译：应对不满意的组织状况的员工离职，发言权，忠诚度和忽视：这取决于主管关系质量
4. Different Exit Effects between a Combined Riser with Variable Exit Constraints and a Conventional Riser with Weak Exit Constraints [C] . Dewu Wang, Mengda Jia, Shaofeng Zhang, CEAM 2012 . 2012

机译：具有可变退出约束的组合立管与具有弱出口约束的传统提升管之间的不同出口效应
5. Examining the Frontlines of Human Services Nonprofits: The Role of Emotional Labor in Exit, Voice, Loyalty and Neglect [D] . Alston, Allyson A. 2017

机译：检查人类服务非营利组织的前线：情感劳动在退出，声音，忠诚度和忽视中的作用
6. Exit Voice and Loyalty in the Italian Public Health Service: Macroeconomic and Corporate Implications [O] . Adelaide Ippolito, Cira Impagliazzo, Paola Zoccoli 2013

机译：意大利公共卫生服务部门的退出发言权和忠诚度：宏观经济和企业影响
7. Exit, Tweets and Loyalty [O] . Joshua Gans, Avi Goldfarb, Mara Lederman 2017

机译：退出，推文和忠诚

Exit, Tweets, and Loyalty

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