Tombs, Alastair; Rao Hill, Sally - In: European Journal of Marketing 48 (2014) 11/12, pp. 2051-2070
Purpose – The primary objective of this article is to investigate customer reactions to service employees with accents that differ from a non-native accent taking into account customer emotions. Design/methodology/approach – This article reports on a study with a 2 (accent of service...
