Speak my language or look like me? – Language and ethnicity in bilingual customer service recovery

Carol Azab and Terry Clark

Journal of Business Research, 2017, vol. 72, issue C, 57-68

Abstract: This research examines the influence of verbal (language) and non-verbal communication (ethnicity) of service providers on customers' perceptions of service recovery. Drawing insights from speech accommodation theory and inferiority complex, this study uses between subject experimental design to explore conditions under which language convergence and divergence are effective ways to build rapport. Results show that the influence of ethnicity and language cannot be interpreted without considering the ethnic composition of customers and service providers. Results also show that language can trigger stigma with positive country image that interact together to create a more favorable rapport.

Keywords: Language convergence; Service recovery; Rapport; Ethnicity; Ethnic composition (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (7)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:72:y:2017:i:c:p:57-68

DOI: 10.1016/j.jbusres.2016.11.012

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