... 2024 Emerald Publishing Limited Licensed re-use rights only The study of customer emotions has captured the attention of scholars, as they seek to gain a better understanding of consumer behavior. One area of interest is the display of emotions by both employees and customers. This line...

... into consideration service‐country image and customer emotions. Design/methodology/approach This paper reports on a qualitative study designed to uncover the attitudes and perceptions of Australians towards service personnel with foreign accents. Findings The findings revealed that hearing a service provider...