This research examines customer biases relating to employee accents in call service encounters. Extant research and practitioners generally assume that customers automatically evaluate call service employees with a negatively biased accent lower than employees with a standard accent. However,...

Businesses go to great lengths to create positive emotional experiences for their customers, often applying the same affective or emotional practices in communication with a culturally diverse customer base. This dissertation argues that culture-specific emotional norms and display rules shape...