The World Wide Web contains a vast corpus of consumer-generated content that holds invaluable insights for improving the product and service offerings of firms. Yet the typical method for extracting diagnostic information from online content—text mining—has limitations. As a starting point,...

This research examines customer biases relating to employee accents in call service encounters. Extant research and practitioners generally assume that customers automatically evaluate call service employees with a negatively biased accent lower than employees with a standard accent. However,...