The accent of service providers in call centers may positively or negatively bias customer perception of service quality. Among American consumers, the Indian accent may have a negative bias while the British accent may have a positive bias. An experiment was conducted using a sample of 176 students.
CITATION STYLE
Wang, Z., Arndt, A. D., Singh, S. N., & Biernat, M. (2015). Linguistic Stereotyping in Call Centers. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 71–75). Springer Nature. https://doi.org/10.1007/978-3-319-10963-3_32
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