Title: Perceived importance of native language use in high- and low-involvement service encounters
Authors: Holmqvist, Jones ×
Van Vaerenbergh, Yves #
Issue Date: 2013
Publisher: Frank Cass & Company Ltd.
Series Title: The Service Industries Journal vol:33 issue:15/16 pages: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.
ISSN: 0264-2069
Publication status: published
KU Leuven publication type: IT
Appears in Collections:Research Centre for Work and Organisation Studies (WOS Bxl), Campus Brussels
Faculty of Economics and Business (FEB) - miscellaneous
× corresponding author
# (joint) last author

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