Purpose - Many studies show that dissatisfied customers are silent rather than expressing complaints directly to firms. Although silent voices are pervasive in service failure, they have received little attention from researchers. Silence implies a multidimensional nature, not just the opposite of voice. This study focuses on two types of silent students in higher education: acquiescent silence and defensive silence. This study also proposes cognitive trust and affective trust as variables affecting student silence. The objective of this study is to analyse the effects of trust types on student silence and exit intention. Research design, data, and methodology - To test the proposed model, this study conducted a survey with undergraduate students who selected silence in a dissatisfied relationship with a professor. Respondents were asked to respond to the questionnaire, recalling the dissatisfaction at that time. A total of 300 students was surveyed from whom 275 completed questionnaires was obtained. The structural equation model analysis was used for the hypothesis test. Results - First, cognitive trust was negatively related to acquiescent and defensive silence. Second, affective trust was negatively related to acquiescent and defensive silence. Third, cognitive trust was negatively exit intention, but affective trust didn’t significantly reduce exit intention. Forth, acquiescent silence was positively related to exit intention, but defensive silence didn’t have a significant positive impact on exit intention. Thus, a key result of this analysis was that acquiescent silence enhances exit intention. Conclusions - The findings of the study provide a better understanding of the types of silence, and the role of trust, thus furthering the implication of student reactions to dissatisfaction. In particular, this study is meaningful in that it confirms the value of student silence in the context of complaint management. Acquiescent silence should be more importantly managed because it has stronger negative motive than defensive silence. Acquiescent silence is reduced through various channels(mail, telephone, counseling) that can express complaints. Cognitive trust and affective trust are a essential factors in reducing silence. Also, in explaining exit intention, cognitive trust plays a more important role than affective trust.

엘리엇은 현대인과 사회가 안고 있는 여러 가지 병폐로 인간 상호 간의 소통 단절, 종교의 거부, 허무와 소외 등으로 보고 있다. 현대인들은 소란한 사회에서 절망하며 소용돌이치고 있는데, 그는 이런 현상의 원인으로 신과의 단절에 주목한다. 사람들은 영적 빛을 상실하고 어둠 속을 방황하며 두려움과 허무 속에서 세상을 살다가 죽음을 맞이하는 존재/죄인이었다. ｢성회 수요일｣에서 화자는 침묵의 여인을 통하여 인류의 구원과 평화를 꿈꾼다. 황무지 같은 세상을 이기고 죽음을 넘어설 힘은 ‘침묵의 여인’의 기도로 가능하다고 판단한다. 엘리엇은 침묵의 여인을 어머니, 누이, 마리아, 베아트리체, 정원의 영, 망각과 기억의 한 송이 장미, 강의 영, 바다의 영 등 여러 객관적 상관물들을 통하여 이를 설명 한다. 아울러서 죄성과 죄인임을 깨달은 인간이 어떻게 살아야 하는지에 대한 자신의 종교관과 철학을 제시한다. 이는 기존의 기독교에서 구원의 주인을 예수 그리스도로 여기는 관점과 상이하게 다름을 보인다. 즉 여인의 기도를 간청하는 엘리엇의 ｢성회 수요일｣은 세상의 구원을 향한 삼위일체 하나님 중 성령 하나님께 간구하는 기도문으로 재해석될 수 있겠다. 엘리엇은 기도를 통한 인간의 회복과 구원의 가능성을 열어 놓은 것이다.