Language divergence in service encounters: Revisiting its influence on word-of-mouth

M.S. Balaji, Sanjit Kumar Roy and Walfried M. Lassar

Journal of Business Research, 2017, vol. 72, issue C, 210-213

Abstract: Research on language accommodation highlights the significance of accommodating customers' language requirements during service encounters. This replication study reinvestigates whether language divergence influences word-of-mouth intentions in a continuously-provided service of retail banking. Specifically, this study examines the relationships among language divergence, interaction quality, relationship quality, and positive word-of-mouth intentions. Consistent with previous research, study findings show that customers served in their second language perceive interactions with a service provider to be less responsive, adversely affecting positive word-of-mouth intentions. Additionally, language divergence has a negative influence on customer perception of information quality and empathy with a service provider, which affects the quality of the relationship customers have with the service provider. These results extend the understanding of the process by which language divergence affects positive word-of-mouth intentions.

Keywords: Language divergence; Communication; Interaction quality; Relationship quality; Word-of-mouth; Responsiveness (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (9)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:72:y:2017:i:c:p:210-213

DOI: 10.1016/j.jbusres.2016.07.015

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