Structured Abstract: Y Usted? The Effects of Social Influence on Consumers’ Service Language Preference

  • Monique Bell
  • Marina Puzakova
Conference paper
Part of the Developments in Marketing Science: Proceedings of the Academy of Marketing Science book series (DMSPAMS)


Growth among multilingual consumers in the United States requires service marketers to consider service language use. While the limited research to date asserts that multilingual consumers prefer service in their native language, these studies do not consider contextual factors, including social influence. The current research investigates the moderating role of the presence of a friend whose native language differs from the language of the focal consumer on the relationships between service language and service satisfaction. In contrast to prior research, we find that minority language (i.e., Spanish) speakers prefer service in the majority language (i.e., English) when their friend’s native language is different from their own.


Native Language Social Influence Customer Relationship Management Social Presence Minority Language 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Copyright information

© Academy of Marketing Science 2017

Authors and Affiliations

  1. 1.California State UniversityLong BeachUSA
  2. 2.Lehigh UniversityBethlehemUSA

Personalised recommendations