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Service employees' nonstandard accents generally reduce customer satisfaction and purchase intentions, but these negative effects are moderated by service type and criticality, and can be mitigated or reversed when the accent is congruent with the service. Novelty: ClaimNovelty.INCREMENTAL. Consensus alignment: ConsensusAlignment.NEUTRAL.

May 23, 2022European Journal of Marketing

When does service employee’s accent matter? Examining the moderating effect of service type, service criticality and accent service congruence

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SHSally Rao HillThe University of Adelaide ATAlastair TombsThe University of Queensland

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Cite This Study

Hill et al. (2022) studied this question.

synapsesocial.com/papers/6a1b640290759efe6f0c5209 https://doi.org/10.1108/ejm-09-2020-0707

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May 23, 2022European Journal of Marketing

When does service employee’s accent matter? Examining the moderating effect of service type, service criticality and accent service congruence

View Full Paper

Ask AI

Bookmark

Authors

SHSally Rao HillThe University of Adelaide ATAlastair TombsThe University of Queensland

Discussion

Member takes

Implication

Key Points

Key points are not available for this paper at this time.

Cite This Study

Hill et al. (2022) studied this question.

synapsesocial.com/papers/6a1b640290759efe6f0c5209 https://doi.org/10.1108/ejm-09-2020-0707

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