Perceived importance of native language use in service encounters
- Author
- Holmqvist Jonas and Yves Van Vaerenbergh (UGent)
- Organization
- 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.
- Keywords
- IMPACT, CUSTOMERS, PERSPECTIVE, BILINGUALS, COMMUNICATION, LOYALTY, QUALITY, age, PHYSICAL SURROUNDINGS, HEALTH-CARE, native language use, involvement, service encounters, gender, MANAGEMENT
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Citation
Please use this url to cite or link to this publication: http://hdl.handle.net/1854/LU-2072103
- MLA
- Jonas, Holmqvist, and Yves Van Vaerenbergh. “Perceived Importance of Native Language Use in Service Encounters.” SERVICE INDUSTRIES JOURNAL, vol. 33, no. 15–16, 2013, pp. 1659–71, doi:10.1080/02642069.2011.638919.
- APA
- Jonas, H., & Van Vaerenbergh, Y. (2013). Perceived importance of native language use in service encounters. SERVICE INDUSTRIES JOURNAL, 33(15–16), 1659–1671. https://doi.org/10.1080/02642069.2011.638919
- Chicago author-date
- Jonas, Holmqvist, and Yves Van Vaerenbergh. 2013. “Perceived Importance of Native Language Use in Service Encounters.” SERVICE INDUSTRIES JOURNAL 33 (15–16): 1659–71. https://doi.org/10.1080/02642069.2011.638919.
- Chicago author-date (all authors)
- Jonas, Holmqvist, and Yves Van Vaerenbergh. 2013. “Perceived Importance of Native Language Use in Service Encounters.” SERVICE INDUSTRIES JOURNAL 33 (15–16): 1659–1671. doi:10.1080/02642069.2011.638919.
- Vancouver
- 1.Jonas H, Van Vaerenbergh Y. Perceived importance of native language use in service encounters. SERVICE INDUSTRIES JOURNAL. 2013;33(15–16):1659–71.
- IEEE
- [1]H. Jonas and Y. Van Vaerenbergh, “Perceived importance of native language use in service encounters,” SERVICE INDUSTRIES JOURNAL, vol. 33, no. 15–16, pp. 1659–1671, 2013.
@article{2072103, 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.}}, author = {{Jonas, Holmqvist and Van Vaerenbergh, Yves}}, issn = {{0264-2069}}, journal = {{SERVICE INDUSTRIES JOURNAL}}, keywords = {{IMPACT,CUSTOMERS,PERSPECTIVE,BILINGUALS,COMMUNICATION,LOYALTY,QUALITY,age,PHYSICAL SURROUNDINGS,HEALTH-CARE,native language use,involvement,service encounters,gender,MANAGEMENT}}, language = {{eng}}, number = {{15-16}}, pages = {{1659--1671}}, title = {{Perceived importance of native language use in service encounters}}, url = {{http://doi.org/10.1080/02642069.2011.638919}}, volume = {{33}}, year = {{2013}}, }
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