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Exit voice and loyalty responses to decline in firms organizations and states hirschman albert o on amazoncom free shipping on qualifying offers exit . Exit voice and loyalty responses to decline in firms organizations and states albert o hirschman add to cart to dissatisfaction with organizations one exit is for the member to quit the organization or for the customer to switch to loyalty is seen in the function of retarding exit and of permitting voice to play its . Exit voice and loyalty response to decline in firms organizations and states by albert o hirschman cambridge harvard university press 1970 pp 162 695 . In exit voice and loyalty economist albert hirschman attempts to better understand the dynamics that govern dissatisfied group members and how they seek to better their situation the two fundamental choices hirschman presents are voice try to use influence to change the system and exit to leave the system