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Exit, voice, loyalty: a supplier’s perspective

Research output: Working paperDiscussion paper

Publication date9/09/2013
Number of pages30
<mark>Original language</mark>English


Hirschman (1970) suggests that every member of a group can influence the group by either expressing their voice or exiting the group. Subsequent research has looked at exit-voice-loyalty from the supplier-retailer perspective (Blois, 2008).
This paper takes an overview of the wholesaler-retailer relationship in the UK convenience sector; it considers how their approach to exit-voice-loyalty may be affecting the wholesalers’ turnover.
The results of the research suggest that the wholesalers do not use cost of exit or enabling retailer voice exclusively; instead they now tend to combine both within their retailer relationship strategies.