Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services

People have three ways of responding to neighborhood problems: leaving (exit), political action (voice), and doing nothing (passivity). The model assumes: 1. Voice is more likely to ameliorate neighborhood problems than exit or passivity; exit, in fact, can make things worse, 2. Rational behavior on the part of residents, coupled with constraints that limit options: status, race, the responsiveness of government and the nature of the problems. Survey data on one city are combined with census data differentiating neighborhood types. Voice is characteristic of suburban areas among high and low status whites; exit is characteristic of white urban areas. Among ghetto blacks—whose exit options are severely constrained—voice is most characteristic. Problems faced by blacks and whites living in the city are similar, while their adaptations are different.