What Kind of Voice Do Loyal Employees Use?

Abstract

This study helps clarify mixed support for Hirschman's exit–voice–loyalty framework by arguing that loyalty, or feelings of attachment to the organization, and voice are not one–dimensional constructs. Based on data gathered from a survey of employees working with a large Canadian utility organization, employees feeling attached through an affective, emotional bond are found less likely to use representative voice but more likely to use direct voice, while those attached for rational, calculated reasons are more likely to use representative voice. Employees feeling attached for either reason are found less likely to exit. Implications for theory, research, and policy are discussed.