Title: Examining the relationship between language divergence and word-of-mouth intentions
Authors: Van Vaerenbergh, Yves ×
Holmqvist, Jonas #
Issue Date: Aug-2014
Series Title: Journal of Business Research vol:67 issue:8 pages:1601-1608
Abstract: More than half the countries in the world are multilingual, and more than half the world’s consumers speak more than one language. Thus, bilingual consumers often receive services provided in a second or nonnative language. This article examines these consumers’ word-of-mouth intentions after a service provision in a second language. Two studies show that consumers served in a second language are less likely to spread positive word of mouth. The results also reveal that consumers served in a second language perceive the service provider as less responsive in general. Furthermore, the service provider’s perceived responsiveness appears far more important for determining positive word-of-mouth intentions than other factors, such as service reliability. This study therefore contributes to the fields of service and sociolinguistics, with important implications for managers as well.
ISSN: 0148-2963
Publication status: accepted
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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