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January 1, 2026Open Access

The effect of non-standard accents in service encounters

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Key Points

This study investigates how foreign accents impact customer ratings in service interactions, considering institutional prestige and consumer animosity.
Online experiment with 214 German-speaking participants
Utilized AI-generated audio stimuli to examine accent effects
Analyzed data using ANCOVAs to assess moderation by consumer animosity
No significant difference in evaluations between employees with American and standard German accents (p>0.05)
High consumer animosity led to more negative ratings for the American-accented employee compared to low animosity (p<0.01)
Institutional prestige did not significantly moderate accent effects (p>0.05)

Implication

Examines how accents influence service encounters, highlighting the role of consumer animosity.

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Cite This Study

Anna Häufel (2026) studied this question.

synapsesocial.com/papers/6a323c62d50b63ecad20690b https://doi.org/10.25365/thesis.81202

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Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

1Familiarity Determines Whether Accent Affects Attitudes and Behaviors of the Listener2024 · 3 citations
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3Foreign Advantage, Regional Stigma? A Multivariate Analysis of Selected Dutch Regional and Foreign-Accented Speakers in Hiring EvaluationsOriginal Research · 2026
4When brands use dialectsOriginal Research · 2026
5EXPRESS: Can a match between social media influencer’s accent and brand personality influence consumers’ brand attitudes? A stereotype theory and the construal level theory perspective2024 · 10 citations

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