TY - JOUR
T1 - Language divergence in service encounters
T2 - Revisiting its influence on word-of-mouth
AU - Balaji, M. S.
AU - Roy, Sanjit Kumar
AU - Lassar, Walfried M.
PY - 2017/3/1
Y1 - 2017/3/1
N2 - Research on language accommodation highlights the significance of accommodating customers' language requirements during service encounters. This replication study reinvestigates whether language divergence influences word-of-mouth intentions in a continuously-provided service of retail banking. Specifically, this study examines the relationships among language divergence, interaction quality, relationship quality, and positive word-of-mouth intentions. Consistent with previous research, study findings show that customers served in their second language perceive interactions with a service provider to be less responsive, adversely affecting positive word-of-mouth intentions. Additionally, language divergence has a negative influence on customer perception of information quality and empathy with a service provider, which affects the quality of the relationship customers have with the service provider. These results extend the understanding of the process by which language divergence affects positive word-of-mouth intentions.
AB - Research on language accommodation highlights the significance of accommodating customers' language requirements during service encounters. This replication study reinvestigates whether language divergence influences word-of-mouth intentions in a continuously-provided service of retail banking. Specifically, this study examines the relationships among language divergence, interaction quality, relationship quality, and positive word-of-mouth intentions. Consistent with previous research, study findings show that customers served in their second language perceive interactions with a service provider to be less responsive, adversely affecting positive word-of-mouth intentions. Additionally, language divergence has a negative influence on customer perception of information quality and empathy with a service provider, which affects the quality of the relationship customers have with the service provider. These results extend the understanding of the process by which language divergence affects positive word-of-mouth intentions.
KW - Communication
KW - Interaction quality
KW - Language divergence
KW - Relationship quality
KW - Responsiveness
KW - Word-of-mouth
UR - http://www.scopus.com/inward/record.url?scp=85006744046&partnerID=8YFLogxK
U2 - 10.1016/j.jbusres.2016.07.015
DO - 10.1016/j.jbusres.2016.07.015
M3 - Article
VL - 72
SP - 210
EP - 213
JO - Journal of Business Research
JF - Journal of Business Research
SN - 0148-2963
ER -