Hirschman’s Exit, Voice, and Loyalty highlights the role of “voice” when individuals confront an unexpected deterioration in quality. Yet, voice has received little attention. To motivate our empirical analysis, we develop a simple model of voice as the equilibrium of a relational contract between customers and firms. We use data on 4 million tweets to or about US airlines to study the relationship between quality, voice, and market structure. Voice increases when quality deteriorates. This relationship is greater for airlines that operate a large share of flights in a market. Supplemental analyses support a relational contracting role for voice. (JEL D83, L15, L82, L93)

中文翻译：

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退出、推文和忠诚度

赫希曼的退出、声音和忠诚度强调了当个人面临质量意外恶化时“声音”的作用。然而，语音却很少受到关注。为了激发我们的实证分析，我们开发了一个简单的声音模型作为客户和公司之间关系契约的平衡。我们使用有关美国航空公司或关于美国航空公司的 400 万条推文的数据来研究质量、声音和市场结构之间的关系。当质量下降时声音会增加。对于在市场上运营大量航班的航空公司来说，这种关系更大。补充分析支持语音的关系契约角色。(JEL D83, L15, L82, L93)