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

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• 作者：Jonas Holmqvist^a ; ^{jonas.holmqvist@kedgebs.com} ; Yves Van Vaerenbergh^b ; ^{yves.vanvaerenbergh@kuleuven.be} ; Christian Grö ; nroos^c ; ^{christian.gronroos@hanken.fi}
• 关键词：Customer ; Interaction ; Language ; Management ; Service
• 刊名：Journal of Business Research
• 出版年：2017
• 出版时间：March 2017
• 年：2017
• 卷：72
• 期：Complete
• 页码：114-118
• 全文大小：236 K
• 卷排序：72

文摘

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.