The impact of code switching on service encounters

Journal of Retailing

Volumn 83, Issue 1, 2007, Pages 65-78

  Schau, Hope Jensen ^a   Dellande, Stephanie ^b   Gilly, Mary C ^c  

^a UNIVERSITY OF ARIZONA   (United States)

^b CHAPMAN UNIVERSITY   (United States)

^c UNIVERSITY OF CALIFORNIA   (United States)

Author keywords

Code switching; QSR; Scripts; Service

Indexed keywords

EID: 33846266262     PISSN: 00224359     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretai.2006.10.008     Document Type: Article

References (56)

1. Ahuvia A. Traditional, Interpretive, and Reception Based Content Analyses: Improving the Ability of Content Analysis to Address Issues of Pragmatic and Theoretical Concern. Social Indicators Research 54 (2000) 139-172
2. Auer, Peter ed. (1998) "Introduction," Code-Switching in Conversation: Language, Interaction and Identity, London: Routledge.
3. Ball D. Backwards and Forwards: A Technical Manual for Reading Plays (1983), Southern Illinois University Press, Carbondale, IL
4. Berens G., van Riel C.B.M., and van Bruggen G.H. Corporate Associations and Consumer Product Responses: The Moderating Role of Corporate Brand Dominance. Journal of Marketing 69 (2005) 35-48
5. Bowen D.E. Managing Customers as Human Resources in Service Organizations. Human Resources Management 25 (1986) 371-383
6. Chandy R.K., Prabhu J.C., and Antia K.D. What Will the Future Bring? Dominance, Technology Expectations, and Radical Innovation. Journal of Marketing 67 (2003) 1-18
7. Claycomb C., Lengnick-Hall C.A., and Inks L.W. The Customer as a Productive Resource: A Pilot Study and Strategic Implications. Journal of Business Strategies 18 1 (2001) 47-69
8. Crystal D. The Cambridge Encyclopedia of Language (1987), Cambridge University Press, Cambridge
9. Dellande S., Gilly M.C., and Graham J.L. Gaining Compliance and Losing Weight: The Role of the Service Provider in Health Care Services. Journal of Marketing 68 (2004) 78-91
10. Eastman C. Code Switching (1992), Multilingual Matters, Clevedon
11. Franceshini R. Code-Switching and the Notion of Code in Linguistics. In: Auer P. (Ed). Code-Switching in Conversation: Language, Interaction and Identity (1998), Routledge, London
12. Garfinkel H. Studies in Ethnomethodology (1967), Prentice-Hall, Englewood Cliffs, NJ
13. George W.R., and Berry L. Guidelines for the Advertising of Services. Business Horizons 24 (1981) 52-56
14. Grove S.J., and Fisk R.P. The Dramaturgy of Services Exchange: An Analytical Framework for Services Marketing. In: Berry L.L., Shostack G.L., and Upah G.D. (Eds). Emerging Perspectives on Services Marketing (1983), American Marketing Association, Chicago 45-49
15. Grove S.J., and Fisk R.P. The Service Experience as Theater. Advances in Consumer Research 19 (1992) 455-461
16. Grove S.J., and Fisk R.P. The Impact of Other Customers on Service Experiences: A Critical Incident Examination of 'Getting Along'. Journal of Retailing 73 1 (1997) 63-85
17. Gumperz J.J. Discourse Strategies (1982), Cambridge University Press, Cambridge
18. Gumperz J.J., and Gumperz J.C. Language and the Communication of Social Identity. In: Gumperz J.J. (Ed). Language and Social Identity (1982), Cambridge University Press, Cambridge
19. Gumperz J.J., and Herasimchuk E. Conversational Analysis of Social Meaning. In: Sanches M., and Blount B. (Eds). Sociocultural Dimensions Of Language Use (1975), Academic Press, New York
20. Heller M. Code-switching and the Politics of Language. In: Milroy L., and Muysken P. (Eds). One Speaker, Two languages: Cross-Disciplinary Perspectives On Code-Switching (1995), Cambridge University Press, New York
21. Heritage J. Garfinkel and Ethnomethodology (1984), Polity Press, Oxford, UK
22. Hirschman E.C. Humanistic Inquiry in Marketing Research: Philosophy, Method, and Criteria. Journal of Marketing Research XXIII (1986) 237-249
23. Hoch S.J., and Deighton J. Managing What Consumers Learn From Experience. Journal of Marketing 53 (1989) 1-20
24. Hubbert A.R., Sehorn A.G., and Brown S.W. Service Expectations: The Consumer vs. the Provider. International Journal of Service Industry Management 6 1 (1996) 6-21
25. Kassarjian H.H. Content Analysis in Consumer Research. Journal of Consumer Research 4 (1977) 8-18
26. Kelley S.W., Donnelly Jr. J.H., and Skinner S.J. Customer Participation in Service Production and Delivery. Journal of Retailing 66 (1990) 315-335
27. Kelley S.W., Skinner S.J., and Donnelly Jr. J.H. Organizational Socialization of Service Customers. Journal of Business Research 25 (1992) 197-214
28. Koch L.M., Gross A.M., and Kolts R. Attitudes Toward Black English and Code Switching. Journal of Black Psychology 27 (2001) 29-42
29. Koepp S. Big Mac Strikes Back. Time (1987) 58-60
30. Leidner R. Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life (1993), University of California Press, Los Angeles, CA
31. Lincoln Y.S., and Guba E.G. Naturalistic Inquiry (1985), Sage, Beverly Hills, CA
32. Livingston E. Making Sense of Ethnomethodology (1987), Routledge & Kegan Paul, New York
33. Love J.F. McDonald's: Behind the Arches (1995), Bantam Press, New York, NY
34. Lovelock C.H. Classifying Services to Gain Strategic Marketing Insights. Journal of Marketing 47 (1983) 9-20
35. Lovelock C.H., and Young R.F. Look to Consumers to Increase Productivity. Harvard Business Review (1979) 168-178
36. Luna D., and Peracchio L.A. Advertising to Bilingual Consumers: The Impact of Code-Switching on Persuasion. Journal of Consumer Research 31 (2005) 760-765
37. Meuter M.L., Bitner M.J., Ostrom A.L., and Brown S.W. Choosing Among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies. Journal of Marketing 69 (2005) 61-83
38. Mills P.K., Chase R.B., and Margulies N. Motivating the Client/Employee System as a Service Production Strategy. Academy of Management Review 8 (1983) 301-310
39. Mohr L.A., and Bitner M.J. Mutual Understanding Between Customers and Employees In Service Encounters. Advances in Consumer Research 18 (1991) 611-617
40. Muñiz Jr. A.M., and O'Guinn T.C. Brand Community. Journal of Consumer Research 27 (2001) 412-432
41. Normann R., and Ramirez R. From Value Chain to Value Constellation: Designing Interactive Strategy. Harvard Business Review 71 (1993) 65-77
42. Parasuraman A., Zeithaml V.A., and Berry L.L. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64 (1988) 12-40
43. Parker C., and Ward P. An Analysis of Role Adoptions and Scripts During Customer-to-Customer Encounters. European Journal of Marketing 34 3-4 (2000) 341-358
44. Poplack S. Contrastive Patterns in Code Switching in Two Communities. In: Heller M. (Ed). Code Switching: Anthropological and Sociolinguistic Perspectives (1988), Mouton de Gruyter, New York
45. Rickford J. Holding on to a Language of Our Own: An Interview with Linguist John Rickford, The Real Ebonics Debate: Power, Language and the Education of African-American Children (1998), Beacon Press, Boston
46. Rogers M.F. Sociology, Ethnomethodology and Experience (1983), Cambridge University Press, Cambridge, UK
47. Schau H., and Gilly M.C. Drive-Thru Service Encounters: An Examination of Social Conventions. European Advances in Consumer Research 3 (1998) 170-175
48. Schank R.C., and Abelson R.P. Scripts, Plans, Goals and Understanding (1977), John Wiley and Sons, NY
49. Schlosser E. Fast Food Nation (2002), Houghton Mifflin Company, New York, NY
50. Schwegler A. Creolistics in Latin America: Past, Present, and Future. In: Gilbert G. (Ed). Pidgin and Creole Linguistics in the 21st Century (2002), Peter Lang, New York
51. Shultz H., and Yang D.J. Pour Your Heart into It: How Starbucks Built a Company One Cup at a Time (1997), Hyperion, New York, NY
52. Smitherman G. How I Got Ovah: The African World View and Afro-American Oral Tradition, Talking and Testifying: the Language of Black America (1977), Houghton-Mifflin, Boston
53. Solomon M.R., Surprenant C., Czepiel J.A., and Gutman E.G. A Role Theory Perspective on Dyadic Interactions: The Service Encounter. Journal of Marketing 49 (1985) 99-111
54. Spradley J.P. The Ethnographic Interview (1979), Harcourt Brace Jovanovich, New York
55. Zeithaml V.A., Leonard L.B., and Parasuraman A. The Behavioral Consequences of Service Quality. Journal of Marketing 60 (1996) 31-46
56. Zimmerman E., and Cohen A. Becoming the Dominant Brand. Sales and Marketing Management 154 7 (2002) 16