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Perceived importance of native language use in service encounters

Holmqvist Jonas and Yves Van Vaerenbergh UGent (2013) SERVICE INDUSTRIES JOURNAL. 33(15-16). p.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.
Please use this url to cite or link to this publication:
author
organization
year
type
journalArticle (original)
publication status
published
subject
keyword
IMPACT, CUSTOMERS, PERSPECTIVE, BILINGUALS, COMMUNICATION, LOYALTY, QUALITY, age, PHYSICAL SURROUNDINGS, HEALTH-CARE, native language use, involvement, service encounters, gender, MANAGEMENT
journal title
SERVICE INDUSTRIES JOURNAL
volume
33
issue
15-16
pages
1659 - 1671
Web of Science type
Article
Web of Science id
000328189700011
ISSN
0264-2069
DOI
10.1080/02642069.2011.638919
language
English
UGent publication?
yes
classification
A1
copyright statement
I have transferred the copyright for this publication to the publisher
id
2072103
handle
http://hdl.handle.net/1854/LU-2072103
date created
2012-03-21 17:06:31
date last changed
2016-01-21 15:11:11
@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},
  keyword      = {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://dx.doi.org/10.1080/02642069.2011.638919},
  volume       = {33},
  year         = {2013},
}

Chicago
Jonas, Holmqvist, and Yves Van Vaerenbergh. 2013. “Perceived Importance of Native Language Use in Service Encounters.” Service Industries Journal 33 (15-16): 1659–1671.
APA
Jonas, H., & Van Vaerenbergh, Y. (2013). Perceived importance of native language use in service encounters. SERVICE INDUSTRIES JOURNAL, 33(15-16), 1659–1671.
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.
MLA
Jonas, Holmqvist, and Yves Van Vaerenbergh. “Perceived Importance of Native Language Use in Service Encounters.” SERVICE INDUSTRIES JOURNAL 33.15-16 (2013): 1659–1671. Print.