ENTREPRENEURIAL EXIT RESPONSE TO DISSATISFACTION WITH PUBLIC SERVICES

• 成果类型: Article
• 署名作者: Gofen, Anat
• 署名单位: Hebrew University of Jerusalem
• 刊物名称: PUBLIC ADMINISTRATION
• ISSN/ISSBN: 0033-3298
• DOI: 10.1111/j.1467-9299.2011.02021.x
• 发表日期: 2012
• 页码: 1088-1106
• 关键词: citizen satisfaction; urban communities; special-education; planned home; VOICE; POLITICS; Loyalty; DISCONFIRMATION; expectations; performance

摘要

Following Hirschman's seminal Exit, Voice and Loyalty, an exit response to dissatisfaction with public services is often portrayed as a replacement of one service provider with another, depending on the availability of alternatives. This article enriches Hirschman's typology by conceptualising an 'entrepreneurial exit' response referring to citizens who exit proactively by creating a viable alternative themselves. The practical aspects of entrepreneurial exit are analysed based on five manifestations: planned homebirth, homeschooling, urban self-defence groups, children with disabilities, and claim clubs in the American West. Whereas citizens' roles within the public service sphere are referred to as 'participators', 'customers', and 'co-producers', entrepreneurial exit indicates the entrepreneurial role citizens may play. Similar to the additional forms of exit, entrepreneurial exit becomes meaningful if the newly introduced form of service gains social acceptance, especially when it reflects policy non-compliance within which laymen are transformed into providers of professional services.