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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
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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

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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.
@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},
}
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