Despite the importance of the interaction in services, research did not yet examine consumer reactions to service encounters where consumers and service providers in a bilingual area do not share the same native language. Driven by perceived speech accommodation efforts, results of three studies show that customers who are served in their second language are less satisfied, less likely to return and less likely to spread positive word of mouth than customers who are served in their native language. This relationship is not dependent on consumers’ perceived second language proficiency, rather is it dependent upon their emotional native language attachment
The impact of the choice of language is continuously widening and deepening in different socio-polit...
OBJECTIVES The impact of language in services has mainly been studied from a perspective of perceive...
This research contributes to the current understanding of language effects in ad-vertising by uncove...
Despite the importance of the interaction in services, research did not yet examine consumer reactio...
More than half the countries in the world are multilingual, and more than half the world’s consumers...
Purpose: Given the importance of customer loyalty in services, the article addresses how customer lo...
Purpose: Despite the importance of the interaction between consumers and service personnel for how c...
Purpose - Despite the importance of the interaction between consumers and service personnel for how ...
A defining characteristic of most service encounters is that they are strongly influenced by interac...
Current research in service research and sociolinguistics proposes that customers who are served in ...
Purpose – The service management literature emphasizes the importance of communication, but language...
Purpose: As services are inherently inseparable from service providers, linguistic effects are likel...
This paper studies consumer willingness to communicate in a second language in three bilingual count...
Despite the importance of interactions in services, the role language plays in services is an under-...
The issue of language barriers is particularly critical during intercultural service encounters for ...
The impact of the choice of language is continuously widening and deepening in different socio-polit...
OBJECTIVES The impact of language in services has mainly been studied from a perspective of perceive...
This research contributes to the current understanding of language effects in ad-vertising by uncove...
Despite the importance of the interaction in services, research did not yet examine consumer reactio...
More than half the countries in the world are multilingual, and more than half the world’s consumers...
Purpose: Given the importance of customer loyalty in services, the article addresses how customer lo...
Purpose: Despite the importance of the interaction between consumers and service personnel for how c...
Purpose - Despite the importance of the interaction between consumers and service personnel for how ...
A defining characteristic of most service encounters is that they are strongly influenced by interac...
Current research in service research and sociolinguistics proposes that customers who are served in ...
Purpose – The service management literature emphasizes the importance of communication, but language...
Purpose: As services are inherently inseparable from service providers, linguistic effects are likel...
This paper studies consumer willingness to communicate in a second language in three bilingual count...
Despite the importance of interactions in services, the role language plays in services is an under-...
The issue of language barriers is particularly critical during intercultural service encounters for ...
The impact of the choice of language is continuously widening and deepening in different socio-polit...
OBJECTIVES The impact of language in services has mainly been studied from a perspective of perceive...
This research contributes to the current understanding of language effects in ad-vertising by uncove...