Impact of Exchange Variables on Exit, Voice, Loyalty, and Neglect
An Integrative Model of Responses to Declining Job Status Satisfaction.
Bibliographic Data
| ID | 23358367 |
|---|---|
| Authors | Caryl E Rusbult (University of North Carolina at Chapel Hill), Dan Farrell (0009-0006-2095-9931, Western Michigan University), Glen Rogers (0009-0008-5706-2946, Alverno College), Arch G Mainous (0000-0002-2535-7685, The University of Texas at Austin) |
| Year | 1988 |
| Volume | 31 |
| Issue | 3 |
| Pages | 599-627 |
| Publication date | 1988-09-01 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Academy of Management Journal (JOURNAL) |
| Journal identifiers | ISSN: 0001-4273 • E-ISSN: 1948-0989 |
| Publisher | Academy of Management (PUBLISHER • US) |
| DOI | 10.2307/256461 |
| OpenAlex | W2078047918 |
| Language | EN |
| Citations received | 137 |
| References cited | 30 |
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.
Business · Job performance · Job satisfaction · Loyalty · Neglect · Social exchange theory · Applied Psychology · Customer Service Quality and Loyalty · Job Satisfaction and Organizational Behavior · Marketing · Psychology · Psychology of Social Influence · Social Psychology
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| Unique citing works | 137 |
|---|---|
| Citations per year | 4,15 |
| Citation span | 1993 - 2026 (34) |
| Citation velocity | current |
| Highly cited | Yes |
| Citation types | Neutral: 123 |