The authentic service employee: Service employees' language use for authentic service experiences

Kraak, Johannes Marcelus; Holmqvist, Jonas

doi:10.1016/j.jbusres.2016.04.182

Cited by 45 publications

(31 citation statements)

References 46 publications

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“…For companies, understanding customer language preferences is multifaceted, as the case of English in international contexts goes to show. On the one hand, customers in non-Anglophone countries may still appreciate the use of English, as illustrated by Spielmann and Delvert (2014) and further developed by Kraak and Holmqvist (2017) in this issue. On the other hand, attitudes may be more negative, with customers able to speak fluent English, or a second language, fluently may outright refuse to take part in a service in that language (Holmqvist, 2011), or may display negative behavior if the company cannot provide service in the customer's desired language .…”

Section: Introductionmentioning

confidence: 94%

“…The study by Kraak and Holmqvist (2017) examines how frontline employees' language use might shape customers' perceptions of authenticity in the service encounter. Their interviews with and observations of service employees in British pubs outside the UK (in France) reveal that frontline employees need to align their language use to the customers' expectations of authenticity.…”

Section: During the Service Encountermentioning

confidence: 99%

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Language use in services: Recent advances and directions for future research

Holmqvist

Vaerenbergh

Grönroos

2017

Journal of Business Research

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While many service management and marketing concepts stress the importance of the interaction between a customer and a service provider, prior research devotes relatively little attention to the role of language use in services. This article describes the importance of broadening understanding of this issue and reviews prior research in this area. Next, this article introduces the articles in this special section. Although these articles individually and collectively contribute to a better understanding of the role of language use in services, we contend that much still needs to be learned. In order to assist researchers in their exploration of this topic, this article ends with a future research agenda that might inspire researchers to expand on the boundaries of knowledge on language use in services.

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Section: Introductionmentioning

confidence: 94%

Section: During the Service Encountermentioning

confidence: 99%

Language use in services: Recent advances and directions for future research

Holmqvist

Vaerenbergh

Grönroos

2017

Journal of Business Research

Self Cite

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“…Clearly, certain stereotypes are rated more favorably.It has been reported that speakers' accent can contribute to the sense of service authenticity; when French is spoken with British accent in English pubs in France, customer satisfaction increases (Kraak & Holmqvist, 2016). Several other studies have also echoed similar conclusions.…”

Section: Positive Perception For Speakers With Non-native Accentmentioning

confidence: 76%

Non-Native Accent, Favoritism and the Law

Chakraborty¹

2017

Crossing the Border: Int. J. Interdiscip. Stud.

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Social science has predominantly discussed accent bias against non-native speakers, although not always. In this paper, positive consequences and favoritism of non-native accent will be reviewed along with the legal provision available in the USA to counter accent based discrimination. Specifically, this paper will present how listeners exhibited preferential treatments towards speakers with non-native accent and how some non-native speakers are more immune to negative discrimination. Brief introduction to Title VII of the 1964 Civil Rights Act will also be presented as a potential legal provision available to employees, students and to anyone if they are discriminated against due to their non-native accent.Crossing the Border: International Journal of Interdisciplinary Studies 5(2) 2017: 3-14

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“…In support of this consideration, Sarter (2012) described the case of two women, a Portuguese woman working in France and a French woman working in Germany, who reported positive emotions when speaking with their nonnative accents because their accent made them feeling more authentic and proud of their origin. Similarly, Kraak and Holmqvist (2017) found that speaking French with their own English accent helped English waiters feel more authentic with positive consequences on customers' satisfaction. The following quote by a participant to our research also demonstrates the importance of authenticity to enhance speakers' comfort and self-confidence in speaking:…”

Section: • • Encourage Nonnative Employees To Have Positive Attitudesmentioning

confidence: 93%

Language Diversity, Nonnative Accents, and Their Consequences at the Workplace: Recommendations for Individuals, Teams, and Organizations

Kim

Roberson

Russo

et al. 2018

The Journal of Applied Behavioral Science

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As the workplace is becoming increasingly global, organizations are employing more persons who work in a nonnative language. Moreover, challenges in communication between employees with different linguistic background is inevitable in international mergers and acquisitions, and failure to recognize and address these challenges can create major obstacles to achieving effective integration benefits. Thus, it is imperative for global leaders and managers to understand the effects of language diversity on intraorganizational dynamics. The purpose of this article is to (1) examine the cognitive and affective experiences of both native and nonnative English speakers when they interact with one another and illustrate how language diversity can affect intergroup dynamics in organizations and (2) provide recommendations and interventions to global leaders and managers on how to create a productive and inclusive environment for both native and nonnative language-speaking employees at the individual, team, and organizational level.

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The authentic service employee: Service employees' language use for authentic service experiences

Cited by 45 publications

References 46 publications

Language use in services: Recent advances and directions for future research

Language use in services: Recent advances and directions for future research

Non-Native Accent, Favoritism and the Law

Language Diversity, Nonnative Accents, and Their Consequences at the Workplace: Recommendations for Individuals, Teams, and Organizations

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