Citizens and Their Public Services. Exit, Voice and Loyalty as Observed in a Spanish City

Authors

  • Clemente J. Navarro Yáñez
  • Antonia Ramírez Pérez

Keywords:

Participación ciudadana, gestión de servicios públicos, servicios municipales

Abstract

This article applies the classical “exit, voice and royalty” approach of Hirschmann to an analysis of municipal
services. Within the terms of this approach, the use of voice and exit options among citizens depends on
their evaluation of service quality. The authors here apply this approach to a Spanish city by means of an
opinio poll taken within a cross section of its citizens. The results while confirming the validity of the
approach show up the conceptual difficulties to any applying of the loyalty concept when analysing municipal
public services.

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Published

2006-03-24

How to Cite

Navarro Yáñez, C. J., & Ramírez Pérez, A. (2006). Citizens and Their Public Services. Exit, Voice and Loyalty as Observed in a Spanish City. Ciudad Y Territorio Estudios Territoriales, 38(147), 113–125. Retrieved from https://recyt.fecyt.es/index.php/CyTET/article/view/75664

Issue

Vol. XXXVIII, núm. 147 (2006)

Section

Articles

License

Copyright (c) 2006 Clemente J. Navarro Yáñez, Antonia Ramírez Pérez

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