Perceived importance of native language use in service encounters

Jonas, Holmqvist; Van Vaerenbergh, Yves

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

Mark

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: http://hdl.handle.net/1854/LU-2072103

author

Holmqvist Jonas and Yves Van Vaerenbergh UGent

organization

year

2013

type

journalArticle (original)

publication status

published

subject

Business and Economics

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

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

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.