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The effect of accent of service employee on customer service evaluation
16 references·14 citing·47 second hop
The effect of accent of service employee on customer service evaluation (2011)The effect of accent of service employee …The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions (2002)The Influence of Multiple Sto…Laddering theory, method, analysis, and interpretation. (2001)Laddering theory, method, ana…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…English with an accent: Language ideology and discrimination in the United States. By Rosina Lippi-Green. London & New York: Routledge, 1997. Pp. xviii, 286. (1999)English with an accent: Langu…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…River Magic: Extraordinary Experience and the Extended Service Encounter (1993)River Magic: Extraordinary Ex…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…Culture and the categorization of emotions. (1991)Culture and the categorizatio…The Effect of National Culture on the Choice of Entry Mode (1988)The Effect of National Cultur…On cognitive busyness: When person perceivers meet persons perceived. (1988)On cognitive busyness: When p…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Emotion knowledge: Further exploration of a prototype approach. (1987)Emotion knowledge: Further ex…Case Study Research: Design and Methods (1984)Case Study Research: Design a…Social perception and interpersonal behavior: On the self-fulfilling nature of social stereotypes. (1977)Social perception and interpe…Age, Ageism, and Ageist Language (2025)Age, Ageism, and Ageist Langu…Together forever? How customer co‐creation affects the adoption of digital service innovations over time (2024)Together forever? How custome…Familiarity Determines Whether Accent Affects Attitudes and Behaviors of the Listener (2024)Familiarity Determines Whethe…What is this accent? Effects of accent and language in international advertising contexts (2021)What is this accent? Effects …Intercultural service encounters: a systematic review and a conceptual framework on trust development (2020)Intercultural service encount…Why are Certain Accents Judged the Way they are? Decoding Qualitative Patterns of Accent Bias (2019)Why are Certain Accents Judge…This Is Not Minority Report : (2019)This Is Not Minority Report :Making Skin Visible through Liberatory Design (2019)Making Skin Visible through L…Digital Character in “The Scored Society”: (2019)Digital Character in “The Sco…Service excellence in the light of cultural diversity: the impact of metacognitive cultural intelligence (2017)Service excellence in the lig…Speak my language or look like me? – Language and ethnicity in bilingual customer service recovery (2016)Speak my language or look lik…The effect of service employees’ accent on customer reactions (2014)The effect of service employe…Examining the relationship between language divergence and word-of-mouth intentions (2013)Examining the relationship be…Accent Policy and Accent Modification Enterprises as Potential Indicators of Intercultural Power Relations: A Call for an Updated Research Agenda (2013)Accent Policy and Accent Modi…The Principles of Psychology (1891)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A circumplex model of affect. 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this work references cited by second hop

References

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  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
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  • 1987Emotion knowledge: Further exploration of a prototype approach.3,071 cited
  • 1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
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  • 1977Social perception and interpersonal behavior: On the self-fulfilling nature of social stereotypes.1,312 cited

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1987
Predictability and Personalization in the Service Encounter
1,135 cited
  • 1988On cognitive busyness: When person perceivers meet persons perceived.1,088 cited
  • Cited by

    • 2013Examining the relationship between language divergence and word-of-mouth intentions54 cited
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    • 2019Digital Character in “The Scored Society”:39 cited
    • 2016Speak my language or look like me? – Language and ethnicity in bilingual customer service recovery38 cited
    • 2020Intercultural service encounters: a systematic review and a conceptual framework on trust development38 cited
    • 2019This Is Not Minority Report :34 cited
    • 2017Service excellence in the light of cultural diversity: the impact of metacognitive cultural intelligence25 cited
    • 2019Why are Certain Accents Judged the Way they are? Decoding Qualitative Patterns of Accent Bias18 cited
    • 2024Together forever? How customer co‐creation affects the adoption of digital service innovations over time15 cited
    • 2021What is this accent? Effects of accent and language in international advertising contexts13 cited
    • 2013Accent Policy and Accent Modification Enterprises as Potential Indicators of Intercultural Power Relations: A Call for an Updated Research Agenda9 cited
    • 2019Making Skin Visible through Liberatory Design5 cited
    • 2024Familiarity Determines Whether Accent Affects Attitudes and Behaviors of the Listener3 cited
    • 2025Age, Ageism, and Ageist Language1 cited