The Direct, Indirect, and Conditional Effects of a Foreign Employee's Accent on Customer Participation in Services
- Autor(en)
- David Bourdin, Christina Sichtmann
- Abstrakt
In three studies, we show that semployee accent directly, indirectly (through intelligibility and trust), and/or conditionally affects customer participation (CP) in services positively or negatively, depending on the type of accent and its valence, the customer’s need for interaction, and the type of CP, i.e. voluntary, mandatory, or replaceable CP.
- Organisation(en)
- Institut für Marketing und International Business
- Externe Organisation(en)
- FHWien der WKW
- Band
- November 2020
- Seiten
- 473-484
- Anzahl der Seiten
- 12
- DOI
- https://doi.org/10.15444/GMC2020.04.07.01
- Publikationsdatum
- 11-2020
- Peer-reviewed
- Ja
- ÖFOS 2012
- 502052 Betriebswirtschaftslehre, 502020 Marktforschung
- Schlagwörter
- Link zum Portal
- https://ucris.univie.ac.at/portal/de/publications/the-direct-indirect-and-conditional-effects-of-a-foreign-employees-accent-on-customer-participation-in-services(72a50908-9dd6-4a8d-a602-b579edf38a2e).html