Language divergence in service encounters: Revisiting its influence on word-of-mouth

M. S. Balaji, Sanjit Kumar Roy, Walfried M. Lassar

    Research output: Journal PublicationArticlepeer-review

    27 Citations (Scopus)


    Research on language accommodation highlights the significance of accommodating customers' language requirements during service encounters. This replication study reinvestigates whether language divergence influences word-of-mouth intentions in a continuously-provided service of retail banking. Specifically, this study examines the relationships among language divergence, interaction quality, relationship quality, and positive word-of-mouth intentions. Consistent with previous research, study findings show that customers served in their second language perceive interactions with a service provider to be less responsive, adversely affecting positive word-of-mouth intentions. Additionally, language divergence has a negative influence on customer perception of information quality and empathy with a service provider, which affects the quality of the relationship customers have with the service provider. These results extend the understanding of the process by which language divergence affects positive word-of-mouth intentions.

    Original languageEnglish
    Pages (from-to)210-213
    Number of pages4
    JournalJournal of Business Research
    Publication statusPublished - 1 Mar 2017


    • Communication
    • Interaction quality
    • Language divergence
    • Relationship quality
    • Responsiveness
    • Word-of-mouth

    ASJC Scopus subject areas

    • Marketing


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