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The impact of language divergence on customer satisfaction

Yves Van Vaerenbergh UGent and Jonas Holmqvist (2012) Proceedings of the 41st European Marketing Academy conference.
abstract
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.
Please use this url to cite or link to this publication:
author
organization
year
type
conference
publication status
published
subject
in
Proceedings of the 41st European Marketing Academy conference
editor
E Martinelli and S Grappi
publisher
European Marketing Academy (EMAC)
conference name
41st Annual conference of the European Marketing Academy (EMAC 2012)
conference location
Lisbon, Portugal
conference start
2012-05-22
conference end
2012-05-25
ISBN
9789897320040
language
English
UGent publication?
no
classification
C3
copyright statement
I have transferred the copyright for this publication to the publisher
id
2067090
handle
http://hdl.handle.net/1854/LU-2067090
date created
2012-03-15 11:12:00
date last changed
2015-05-19 10:10:12
@inproceedings{2067090,
  abstract     = {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{\textquoteright} perceived second language proficiency, rather is it dependent upon their emotional native language attachment.},
  author       = {Van Vaerenbergh, Yves and Holmqvist, Jonas},
  booktitle    = {Proceedings of the 41st European Marketing Academy conference},
  editor       = {Martinelli, E and Grappi, S},
  isbn         = {9789897320040},
  language     = {eng},
  location     = {Lisbon, Portugal},
  publisher    = {European Marketing Academy (EMAC)},
  title        = {The impact of language divergence on customer satisfaction},
  year         = {2012},
}

Chicago
Van Vaerenbergh, Yves, and Jonas Holmqvist. 2012. “The Impact of Language Divergence on Customer Satisfaction.” In Proceedings of the 41st European Marketing Academy Conference, ed. E Martinelli and S Grappi. European Marketing Academy (EMAC).
APA
Van Vaerenbergh, Y., & Holmqvist, J. (2012). The impact of language divergence on customer satisfaction. In E. Martinelli & S. Grappi (Eds.), Proceedings of the 41st European Marketing Academy conference. Presented at the 41st Annual conference of the European Marketing Academy (EMAC 2012), European Marketing Academy (EMAC).
Vancouver
1.
Van Vaerenbergh Y, Holmqvist J. The impact of language divergence on customer satisfaction. In: Martinelli E, Grappi S, editors. Proceedings of the 41st European Marketing Academy conference. European Marketing Academy (EMAC); 2012.
MLA
Van Vaerenbergh, Yves, and Jonas Holmqvist. “The Impact of Language Divergence on Customer Satisfaction.” Proceedings of the 41st European Marketing Academy Conference. Ed. E Martinelli & S Grappi. European Marketing Academy (EMAC), 2012. Print.