آلبرت هیرشمن دو استراتژی خروج و اعتراض را به مثابه دو گزینه برای تغییر وضع نامطلوب پیشروی مصرفکننده مطرح میکند. فرض کنید فردی گزینهای با مشخصات نامطلوب دارد. میتواند آن مشخصات را ثابت تلقی نماید و سپس با خروج خود یک گزینه بهتر را جستجو کند؟ یا میتواند به گزینه خود بچسبد و برای تغییر مشخصات آن تلاش نماید تا شرایط گزینه مورد نظر بهتر شود؟ هیرشمن گزینه اول را خروج و گزینه تغییر مشخصات را استراتژی اعتراض مینامد. هیرشمن اعتراض را چنین تعریف میکند: “اعتراض به عنوان هر تلاشی برای تغییر در مقابل گریز از وضعیت قابل اعتراض تعریف میشود”. وقتی مصرفکننده یا مشتری با کاهش کیفیت محصولات و خدمات تولیدکننده یا فروشنده روبرو میشود در یک فضای رقابتی یا شبهرقابتی گزینه خروج را انتخاب میکند. اما در اقتصادهای دولتی انتخاب گزینه خروج امکانپذیر نیست. برای مثال اداره پست را در نظر بگیرید. در یک اقتصاد دولتی مانند ایران که تنها یک اداره پست دولتی وجود دارد و مصرفکنندگان چارهای جز استفاده از خدمات آن ندارند انتخاب استراتژی خروج تقریبا غیرممکن است. برای مثال اگر فرد بخواهد بستهای را پست کند حتی اگر هیچ اعتمادی هم به کیفیت خدمات اداره پست نداشته باشد باز هم چارهای ندارد: به عبارت دیگر یا باید از ارسال بسته پستی از طریق پست خودداری نماید یا اینکه با وجود همه ناکارآمدیهای این سیستم، از آن استفاده کند. اما چرا در این موارد اعتراض نمیتواند به کمک مصرفکننده بیاید؟ فرض کنید فرد از کیفیت خدمات ارائه شده توسط اداره پست ناراضی باشد، اگر به آن رجوع کند و اعتراض خود را اعلام نماید کارمندان رسمی اقتصاد دولتی این اداره حتی میتوانند به او جواب سر بالا بدهند یا حتی جواب ندهند. این افراد معمولا درآمد خود را وابسته به مشتری و کیفیت خدمات خود نمیدانند. آنها میدانند که مصرفکننده در شرایط وجود انحصار پستی هیچ چارهای ندارد و باید از خدمات ناکارآمد و در عین حال کاهنده مطلوبیت آنها استفاده نماید. البته در مواردی هم در یک اقتصاد دولتی حق انتخابهایی نیز در کنار سازمانها و نهادهای دولتی برای مصرفکننده وجود دارد که باید شرایط آنها نیز بررسی شود. برای مثال نظام آموزش و پرورش را در نظر بگیرید. اگر روزگاری مردم از کیفیت آموزش مدارس دولتی راضی نبودند هیچ گزینه جایگزینی وجود نداشت. اما امروز مدارس غیرانتفاعی (و به گمان من صددرصد انتفاعی) و خصوصی در کنار مدارس دولتی وجود دارند و مصرفکننده در صورت نارضایتی از مدارس دولتی میتواند دست به انتخاب گزینه خروج بزند. اما باز هم اگر در مورد مدارس دولتی گزینه خروج انتخاب شود و اقبال عمومی برای استفاده از آنها کاهش یابد هیچ دلیلی وجود ندارد که کیفیت خدمات آموزشی نظام آموزشی غیرانتفاعی درست همانطوری باشد که آنها توقع دارند و مهمتر اینکه نظام دولتی به سرعت خود را تغییر دهد و کیفیت خدمات آموزشی خود را افزایش دهد. به یک دلیل ساده: چراکه همه مشتریان نظام آموزش و پرورش دولتی در صورت ناکارآمدی نظام آموزش و پروش دست به اعتراض نمیزنند. دقیقا همان کسانی گزینه خروج را انتخاب میکنند که “بیشتر از همه به کیفیت خدمات و محصولات اهمیت میدهند و از اینرو مشتریانی هستند که فعالترین و مطمئنترین و خلاقترین عاملان اعتراض خواهند بود”. دلیل ساده این پارادوکس هم این است که بسیاری از مشتریان نظام آموزش و پرورش کسانی نیستند که نسبت به افت کیفیت خدمات آن واکنش نشان دهند. از سوی دیگر اگر گردانندگان مدارس غیرانتفاعی نیز از این نکته آگاه شوند که خروجکنندگان از نظام دولتی به دلایلی دیگر به سراغ آن نمیروند ممکن است کیفیت خدمات و محصولات خود را افزایش ندهند. بنابراین مهم این است که میزان نفوذ گروههای خروجکننده و اعتراضکننده شناسایی شود. به قول هیرشمن بهتر است که هر بنگاه اقتصادی ترکیبی از مشتریان زرنگ و تنبل داشته باشد تا به برکت وجود تنبلها، بنگاه پشتگرمی مالی مورد نیاز خود را داشته باشد و بتواند به اعترض زرنگها واکنش نشان دهد. اما در مواردی مانند نظام آموزش و پرورش دولتی یا نظام بهداشت و درمان مهم است که اعتراضکنندگان چه کسانی هستند. اگرچه در مواردی مانند نظام آموزش و پروش خروج و اعتراض میتوانند ناکارآمد باشند اما حداقل از نظر روانی میتوانند موجب تسکین مقطعی مصرفکنندگان ناراضی باشند. اما درمورد اداراتی مانند پست که گزینه جایگزینی وجود ندارد چه باید کرد؟
ناکارآمدی خروج و اعتراض در اقتصاد دولتی
۵۷ Responses to “ناکارآمدی خروج و اعتراض در اقتصاد دولتی”
کتابهای من
راستی آقای هیرشمن در مورد وقتی که مثلا یه عده اعتراض میکنند ولی باز هم از گزینه خروج نمیکنند و حتی میدانند که تغییری رخ نخواهد داد، چیزی نگفته؟؟ مثلا در مورد یک سری رفقای “اقتصاد دان” که میروند کافه ولی اعتراض وفادارانه انجام میدهند، چیزی نگفته که مثلا از دسته مشتریان زیرک هستند یا تنبل یا عالم بی عمل؟؟؟ اونوقت تکلیف امون با مشتری هایی که
awareness
دارند اما باز هم خروج نمیکنند حتی با وجودی که زیرک هستند (مثل اقتصاددان ها) چی میشه؟؟ مخصوصا اون تیپ مشتریهایی که به اقتصاد بازار خیلی اعتقاد ندارند و بیشتر دنبال توجیه برای وجود اقتصاد دولتی هستند و …اینا چی؟؟ مثلا این مشتری ها از کیفیت گزینه اداره پست ناراضی هستند، اما یه عالمه مقاله و ترجمه هم دارند که اقتصاد دولتی خوبه، بعد آدم نمیدونه اینها رو بگذاره در ردیف مشتریهای زیرک یا تنبل یا مافوق زیرک که به دنبال مطلوبیتهای گزینه ها در قالب بازار آزاد هستند اما از طرفی میخواهند که دولت هم باشه، مخصوصا یه دولت نفتی که حقوق همه کارمنداش رو از پول نفت میده و لزومی به تغییر نمیبینه. البته به نظر من اون کسی که هی میگه اقتصاد به گل نشسته و … بعد هم میگه اقتصاد دولتی بهتره و اینا نباید ناراحت باشه که برای پست گزینه جایگزینی وجود نداره.
کاش در مورد این نظریه آقای هیرشمن بیشتر مینوشتید، مخصوصا در مورد اون دسته بندی مشتریهاش.
با سلام
من خودم اتوبوس رو جایگزین پست کردم
البته خیلی وقتها آدم مجبور به استفاده از خدماتشون میشه
محمد جان
مثال اداره پست و تا حدودی اموزش وپرورش خیلی شبیه به مشاهده اولیه هیرشمن در باره حمل و نقل راه اهن در نیجریه در سال۱۹۶۷
است که در نهالت منجر به نظریه خروج واعتراض شد
We appreciate you taking the time to speak about this, Personally i think fervently concerning this and that i also get pleasure from studying this topic. Please, while you gain information, please update this blog with increased information. Ive found it very helpful. There must be charging stations everywhere.
Simply wanna input on few general things, The website pattern is perfect, the articles is really great : D.
Thank you for your thoughtful post!
Great post. I was checking continuously this blog and I am impressed! Very helpful info particularly the last part I care for such info a lot. I was seeking this particular information for a very long time. I will keep the attention of your blog. Thank you and best of luck.
Couldn?t be published any better. Reading this publish reminds me of my old room mate! He always kept talking about this. I will forward this post to him. Pretty sure he will have a good examine. Thanks for sharing!
Top Visit x Camgirls auf Deutschland !!!
Your place is valueble for me. Thanks!…
Aw, this was a really fantastic post. In theory I’d like to publish like this also – taking time and genuine work to create an excellent report… but what can I say… I procrastinate alot and never appear to get one thing carried out.
Hello to all I cannot comprehend tips on how to add your site in my rss reader. Help me, please
Hrmm that was weird, my comment received eaten. Anyway I wanted to say that it’s nice to know that someone else also mentioned this as I had trouble finding the identical info elsewhere. This was the very first spot that told me the answer. Thanks.
I was extremely encouraged to seek out this site. I desired to thank you for this unique examine. I definitely savored every tiny little bit of it and I have you bookmarked to check out new things you publish.
I can see that you are putting a plenty of efforts into your weblog. Preserve posting the good function.Some really helpful info in there. Bookmarked. Good to see your website. Thanks!
Let me start by stating good publish. Im not positive if it has been talked about, but when using Chrome I can never ever get the entire site to load without refreshing many times. Could just be my computer. Thanks.
Everything is very open and very clear explanation of issues. was truly information. Your website is very useful. Thanks for sharing.
That is my first time i check out here. I identified a great number of entertaining things with your blog, specifically its discussion. From your tons of comments in your articles, I guess I am not the just one getting all the satisfaction here! Keep up the great function.
Resources like the one particular you mentioned here will be quite useful to me! I will publish a link to this page on my blog. I am sure my visitors will find that extremely useful.
Resources like the one you mentioned right here will be really useful to me! I will post a link to this page on my blog page. I’m confident my visitors will come across that really useful.
Couldn?t be created any better. Reading this post reminds me of my old room mate! He always kept talking about this. I will ahead this post to him. Pretty positive he will have a good read. Thanks for sharing!
Simply, admirable what you’ve completed right here. It is pleasing to look you express from your heart and your clarity on this considerable content can be simply looked. Remarkable publish and can search forward to your long run update.
This write-up gives the light in which we can observe the reality. this really is very great one and gives indepth details. thanks for this great write-up
I totally agree with you! Why are todays youngins constantly fiddling with their cell phones? I am 22 years old, I got my first cell phone when I was 16 with the instructions from my parents EMERGENCY USE ONLY! Meaning I call them when I am running late, call them if I need a ride. I did not get unlimited texting or unlimited evenings and weekends and I didnt want them anyways. Now, I dread my cell phone. I still have one, but I try to ignore it as much as possible. I find friends will just text non stop nonsene rather than give me a call and say Hey lets hang out. It is ridiculous. I find texting rude. Especially when peoples phones blare light in my eyes at the movie theatre. Or when you are at dinner and your date wont put their cell down because they are chatting with friends. Like why are we even hanging out? People avoid the entire point of talking and lose essential communication skills.People I work with give their 12 year olds cells and they constantly text on them. Cell phones arent even good for you. In fact, rumor has it they are very bad for the brain with the waves they give off. Meaning parents really shouldnt be shuving a phone in their kids hand and letting them go wild. To lose communications skills at 22 is a lot different than at 12. When these kids grow up they will practically be half robot from all the reliance they put on their phones.
I’d have to check with you here. Which is not something I usually do! I enjoy reading a post that will make people think. Also, thanks for allowing me to comment!
Your key phrase here El: decent team. Which the Giants are not. His stick is/was more than ample to justify his position in the top of the lineup. Hes botched some plays and also made some really good recoveries. Unlike asshat Rowand who seems to take naps between pitches sometimes, he actually has a degree of concentration and focus that one would expect in a defensive backwhich he was in college.
Hello to all I can’t understand the way to add your internet site in my rss reader. Aid me, please
You got a really useful blog page I have been right here reading for about an hour. I’m a newbie as well as your good results is very significantly an inspiration for me.
Hi webmaster, commenters and everybody else !!! The blog site was absolutely fantastic! A lot of great info and inspiration, both of which we all need!b Keep ‘em coming… you all do these a wonderful job at this kind of Concepts… can’t tell you how significantly I, for 1 appreciate all you do!
The Zune concentrates on being a Portable Media Player. Not a web browser. Not a game machine. Maybe in the future it’ll do even better in those areas, but for now it’s a fantastic way to organize and listen to your music and videos, and is without peer in that regard. The iPod’s strengths are its web browsing and apps. If those sound more compelling, perhaps it is your best choice.
Preserve ‘em coming… you all do these a excellent career at these Concepts… cannot tell you how a lot I, for a single appreciate all you do!
The attractiveness of these blogging engines and CMS platforms will be the lack of limitations and ease of manipulation that permits builders to put into action abundant subject material and ‘skin’ the internet site in this kind of a way that with quite tiny work one particular would by no means notice what it is generating the website tick all without limiting content and effectiveness.
Hey, just looking around some blogs, seems a pretty nice platform you are using. I’m currently using WordPress for a few of my sites but looking to change a single of them over to a platform similar to yours as a trial run. Anything in particular you would recommend about it?
Hope we can take this discussion forwards.
This is the fitting weblog for anybody who desires to discover out about this topic. You notice a great deal its practically onerous to argue with you (not that I truly would want…HaHa). You undoubtedly put a brand new spin on a subject thats been written about for years. Nice stuff, simply excellent!
The beauty of these blogging engines and CMS platforms may be the lack of limitations and ease of manipulation that permits builders to put into action prosperous content and ‘skin’ the site in these a way that with really little work 1 would never discover what it’s creating the internet site tick all with out limiting content and effectiveness.
You may have not intended to do so, but I believe you have managed to express the state of mind that a lot of folks are in. The sense of wanting to aid, but not knowing how or in which, is something a lot of us are going through.
It’s hard to find knowledgeable people on this topic, but you sound like you know what you’re talking about! Thanks
I really enjoyed the site so I used my Digg account to digg it should assist you
Hello just wanted to give you a quick heads up. The text in your content seem to be running off the screen in Firefox. Im not sure if this is a formatting issue or something to do with internet browser compatibility but I figured Id post to let you know. The layout look great though! Hope you get the problem fixed soon. Thanks
congrats!!! God bless. You make Grenadians proud!1
Ken, I dont have any overlords of any particular persuasion and I didnt want this to get overly political merely common sensical. Our government (both major parties, independents and all fringe parties included) have better things to do than to stick their noses into college sports when there are much bigger fish to fry. I hope I didnt give the impression that I was blaming any particular side of the aisle and Im not sure why else you would make a partisan post, but I apologize if I created any confusion. Generally, I elect people so theyll do a job and that job description should have collegiate sports championships way down at the bottom of the list of things to do.
My sis told me about your site and how great it is. She’s proper, Im actually impressed with the writing and slick design. It seems to me you’re just scratching the floor when it comes to what youll be able to accomplish, however you’re off to an ideal start!
I have a couple of questions. How can I use this in every day life? Will it help me to follow what you have said here?
comment5, order cialis on line, 8-((, cheap cialis online, %[[[, kamagra generic cialis, >:OOO, cialis, 35353, buy generic cialis, 5943,
This is a wise blog. I suggest it. You’ve a lot knowledge about this situation, and so much enthusiasm. You also understand how to create folks rally behind it, clearly from your responses. Youve got a design and style here thats not as well flashy, but makes a statement as massive as what youre stating. Wonderful job, indeed.
Pretty very good publish. I just stumbled upon your blog site and desired to say that I have really enjoyed reading your blog site posts. Any way I’ll be subscribing for your feed and I hope you post again soon.
it just seems obvious that NFL football players are generating more revenue than they are being paid.
I enjoy you because of every one of your work on this site. My aunt enjoys doing investigation and it’s really obvious why. We hear all concerning the compelling ways you deliver insightful tricks through your web blog and as well foster response from other ones on that area of interest and my daughter is discovering a whole lot. Take advantage of the rest of the year. You are performing a fantastic job.
Hi webmaster, commenters and everybody else !!! The blog site was absolutely fantastic! A lot of wonderful details and inspiration, both of which we all need!b Hold ‘em coming… you all do this kind of a fantastic position at these Concepts… can’t tell you how a lot I, for 1 appreciate all you do!
great post, thanks. theres great stuff in this blog
You really make it seem so easy with your presentation but I find this matter to be actually something which I think I would never understand. It seems too complicated and extremely broad for me. I am looking forward for your next post, I’ll try to get the hang of it!
Couldn?t be published any better. Reading this post reminds me of my old room mate! He always kept talking about this. I will forward this article to him. Pretty positive he will have a very good examine. Thanks for sharing!
You may have not intended to do so, but I assume you might have managed to express the state of mind that a lot of men and women are in. The sense of wanting to help, but not knowing how or exactly where, is one thing a lot of us are going through.
how come your worried about how you look when your walkin????? i think the fact that your verical is a goooood sign tehe!!!!!! sounds like your fellin a little better well e me when you can and well chat marsh
ununiformly
Download our sexy screensaves today and sexy up your boring desktop!