caa a22 4500 467979634 CHVBK 20180323112515.0 cr unu---uuuuu 170328e19901201xx s 000 0 eng 10.1007/BF02729758 doi (NATIONALLICENCE)springer-10.1007/BF02729758 Singh Jagdip Case Western Reserve University, Cleveland, USA aut Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories [Elektronische Daten] [Jagdip Singh] 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. Academy of Marketing Science, 1990 Journal of the Academy of Marketing Science Springer-Verlag 18/1(1990-12-01), 1-15 0092-0703 18:1<1 1990 18 11747 https://doi.org/10.1007/BF02729758 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1007/BF02729758 text/html Onlinezugriff via DOI NATIONALLICENCE 100 1- Singh Jagdip Case Western Reserve University, Cleveland, USA aut NATIONALLICENCE 773 0- Journal of the Academy of Marketing Science Springer-Verlag 18/1(1990-12-01), 1-15 0092-0703 18:1<1 1990 18 11747 Metadata rights reserved Springer special CC-BY-NC licence nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-springer