Perceived importance of native language use in service encounters
Jonas Holmqvist and
Yves Van Vaerenbergh
The Service Industries Journal, 2013, vol. 33, issue 15-16, 1659-1671
Abstract:
Despite the importance of interactions in services, the role language plays in services is an under-researched field. This paper outlines for which services language is especially important. Consistent across studies in three countries (Belgium, Canada and Finland), the findings suggest that bilingual consumers find it particularly important to be served in their native language in high-involvement services. Moreover, for high-involvement services, all consumers find it important to be served in their native language. For low-involvement services, elderly consumers are less willing to switch language than young consumers. The importance of native language use did not differ between males and females.
Date: 2013
References: Add references at CitEc
Citations: View citations in EconPapers (12)
Downloads: (external link)
http://hdl.handle.net/10.1080/02642069.2011.638919 (text/html)
Access to full text is restricted to subscribers.
Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
HTML/Text
Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:33:y:2013:i:15-16:p:1659-1671
Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20
DOI: 10.1080/02642069.2011.638919
Access Statistics for this article
The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi
More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst (chris.longhurst@tandf.co.uk).