{"id":"https://openalex.org/W1985239851","doi":"https://doi.org/10.1016/j.ijresmar.2012.09.004","title":"\u201cYou Lost Me at Hello\u201d: How and when accent-based biases are expressed and suppressed","display_name":"\u201cYou Lost Me at Hello\u201d: How and when accent-based biases are expressed and suppressed","publication_year":2012,"publication_date":"2012-10-23","ids":{"openalex":"https://openalex.org/W1985239851","doi":"https://doi.org/10.1016/j.ijresmar.2012.09.004","mag":"1985239851"},"language":"en","primary_location":{"id":"doi:10.1016/j.ijresmar.2012.09.004","doi":"https://doi.org/10.1016/j.ijresmar.2012.09.004","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ijresmar.2012.09.004","pdf_url":null,"source":{"id":"https://openalex.org/S11810700","display_name":"International Journal of Research in Marketing","issn_l":"0167-8116","issn":["0167-8116","1873-8001"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-1","jufo-3","norway-2","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Research in Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://stars.library.ucf.edu/facultybib2010/4840","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5107953191","display_name":"Ze Wang","orcid":"https://orcid.org/0009-0000-4619-7943","observed_orcids":["https://orcid.org/0009-0000-4619-7943"]},"institutions":[{"id":"https://openalex.org/I106165777","display_name":"University of Central Florida","ror":"https://ror.org/036nfer12","country_code":"US","type":"education","lineage":["https://openalex.org/I106165777"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Ze Wang","raw_affiliation_strings":["Department of Marketing, University of Central Florida, 4000 Central Florida Blvd, Orlando, FL 32816, United States","UNIVERSITY OF CENTRAL FLORIDA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, University of Central Florida, 4000 Central Florida Blvd, Orlando, FL 32816, United States","institution_ids":["https://openalex.org/I106165777"]},{"raw_affiliation_string":"UNIVERSITY OF CENTRAL FLORIDA","institution_ids":["https://openalex.org/I106165777"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017694876","display_name":"Aaron D. Arndt","orcid":"https://orcid.org/0000-0002-6942-267X","observed_orcids":["https://orcid.org/0000-0002-6942-267X"]},"institutions":[{"id":"https://openalex.org/I81365321","display_name":"Old Dominion University","ror":"https://ror.org/04zjtrb98","country_code":"US","type":"education","lineage":["https://openalex.org/I81365321"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Aaron D. Arndt","raw_affiliation_strings":["College of Business and Public Administration, Old Dominion University, 2147 Constant Hall, Norfolk, VA 23529, United States","Old Dominion University,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business and Public Administration, Old Dominion University, 2147 Constant Hall, Norfolk, VA 23529, United States","institution_ids":["https://openalex.org/I81365321"]},{"raw_affiliation_string":"Old Dominion University,","institution_ids":["https://openalex.org/I81365321"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5103414034","display_name":"Surendra N. Singh","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I146416000","display_name":"University of Kansas","ror":"https://ror.org/001tmjg57","country_code":"US","type":"education","lineage":["https://openalex.org/I146416000"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Surendra N. Singh","raw_affiliation_strings":["School of Business, University of Kansas, 1300 Sunnyside Avenue, Summerfield Hall room 315-F, Lawrence, KS 66045, United States","University of Kansas"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business, University of Kansas, 1300 Sunnyside Avenue, Summerfield Hall room 315-F, Lawrence, KS 66045, United States","institution_ids":["https://openalex.org/I146416000"]},{"raw_affiliation_string":"University of Kansas","institution_ids":["https://openalex.org/I146416000"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5061099408","display_name":"Monica Biernat","orcid":"https://orcid.org/0000-0003-1593-7050","observed_orcids":["https://orcid.org/0000-0003-1593-7050"]},"institutions":[{"id":"https://openalex.org/I146416000","display_name":"University of Kansas","ror":"https://ror.org/001tmjg57","country_code":"US","type":"education","lineage":["https://openalex.org/I146416000"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Monica Biernat","raw_affiliation_strings":["Department of Psychology, University of Kansas, 1415 Jayhawk Blvd. Lawrence, KS 66045, United States","University of Kansas"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Psychology, University of Kansas, 1415 Jayhawk Blvd. Lawrence, KS 66045, United States","institution_ids":["https://openalex.org/I146416000"]},{"raw_affiliation_string":"University of Kansas","institution_ids":["https://openalex.org/I146416000"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5001051926","display_name":"Fan Liu","orcid":"https://orcid.org/0000-0001-9660-9387","observed_orcids":["https://orcid.org/0000-0001-9660-9387"]},"institutions":[{"id":"https://openalex.org/I106165777","display_name":"University of Central Florida","ror":"https://ror.org/036nfer12","country_code":"US","type":"education","lineage":["https://openalex.org/I106165777"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Fan Liu","raw_affiliation_strings":["Department of Marketing, University of Central Florida, 4000 Central Florida Blvd, Orlando, FL 32816, United States","University of Central Florida - Department of Marketing"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, University of Central Florida, 4000 Central Florida Blvd, Orlando, FL 32816, United States","institution_ids":["https://openalex.org/I106165777"]},{"raw_affiliation_string":"University of Central Florida - Department of Marketing","institution_ids":["https://openalex.org/I106165777"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5017694876"],"corresponding_institution_ids":["https://openalex.org/I81365321"],"apc_list":{"value":4000,"currency":"USD","value_usd":4000},"apc_paid":null,"fwci":3.6244,"has_fulltext":false,"cited_by_count":67,"citation_normalized_percentile":{"value":0.92219532,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"30","issue":"2","first_page":"185","last_page":"196"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8804000020027161,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8804000020027161,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.02810000069439411,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.02070000022649765,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/accent-bias","display_name":"accent bias","score":0.8920000195503235},{"id":"https://openalex.org/keywords/call-center-services","display_name":"call center services","score":0.5529999732971191},{"id":"https://openalex.org/keywords/bias-suppression","display_name":"bias suppression","score":0.8930000066757202},{"id":"https://openalex.org/keywords/service-outcomes","display_name":"service outcomes","score":0.7400000095367432}],"concepts":[{"id":"https://openalex.org/C2776756274","wikidata":"https://www.wikidata.org/wiki/Q181767","display_name":"Stress (linguistics)","level":2,"score":0.8373942375183105},{"id":"https://openalex.org/C178300618","wikidata":"https://www.wikidata.org/wiki/Q1898509","display_name":"Extant taxon","level":2,"score":0.6411843299865723},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5961066484451294},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.541985809803009},{"id":"https://openalex.org/C148220186","wikidata":"https://www.wikidata.org/wiki/Q7111912","display_name":"Outcome (game theory)","level":2,"score":0.5210763216018677},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.439823716878891},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.35569119453430176},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3307713270187378},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.18744653463363647},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.14223361015319824},{"id":"https://openalex.org/C28490314","wikidata":"https://www.wikidata.org/wiki/Q189436","display_name":"Speech recognition","level":1,"score":0.09114867448806763},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.06148439645767212},{"id":"https://openalex.org/C78458016","wikidata":"https://www.wikidata.org/wiki/Q840400","display_name":"Evolutionary biology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1016/j.ijresmar.2012.09.004","doi":"https://doi.org/10.1016/j.ijresmar.2012.09.004","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ijresmar.2012.09.004","pdf_url":null,"source":{"id":"https://openalex.org/S11810700","display_name":"International Journal of Research in Marketing","issn_l":"0167-8116","issn":["0167-8116","1873-8001"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-1","jufo-3","norway-2","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Research in Marketing","raw_type":"journal-article"},{"id":"pmh:oai:stars.library.ucf.edu:facultybib2010-5839","doi":null,"is_oa":true,"landing_page_url":"https://stars.library.ucf.edu/facultybib2010/4840","pdf_url":null,"source":{"id":"https://openalex.org/S4210172555","display_name":"Journal of International Crisis and Risk Communication Research","issn_l":"2576-0017","issn":["2576-0017","2576-0025"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","vabb-shw"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Faculty Bibliography 2010s","raw_type":"text"},{"id":"pmh:oai:stars.library.ucf.edu:scopus2010-8030","doi":null,"is_oa":true,"landing_page_url":"https://stars.library.ucf.edu/scopus2010/7031","pdf_url":null,"source":{"id":"https://openalex.org/S4210172555","display_name":"Journal of International Crisis and Risk Communication Research","issn_l":"2576-0017","issn":["2576-0017","2576-0025"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","vabb-shw"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Scopus Export 2010-2014","raw_type":"text"},{"id":"mag:1985239851","doi":null,"is_oa":true,"landing_page_url":"https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2162664","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"SSRN Electronic Journal","raw_type":null},{"id":"pmh:oai:RePEc:eee:ijrema:v:30:y:2013:i:2:p:185-196","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0167811612000778","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"pmh:oai:stars.library.ucf.edu:facultybib2010-5839","doi":null,"is_oa":true,"landing_page_url":"https://stars.library.ucf.edu/facultybib2010/4840","pdf_url":null,"source":{"id":"https://openalex.org/S4210172555","display_name":"Journal of International Crisis and Risk Communication Research","issn_l":"2576-0017","issn":["2576-0017","2576-0025"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","vabb-shw"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Faculty Bibliography 2010s","raw_type":"text"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/10","display_name":"Reduced inequalities","score":0.4000000059604645}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":62,"referenced_works":["https://openalex.org/W96114818","https://openalex.org/W1504345262","https://openalex.org/W1515794757","https://openalex.org/W1533243890","https://openalex.org/W1708793611","https://openalex.org/W1943289056","https://openalex.org/W1973254380","https://openalex.org/W1977134489","https://openalex.org/W1979359774","https://openalex.org/W1988439548","https://openalex.org/W1990499254","https://openalex.org/W1990834219","https://openalex.org/W1995173008","https://openalex.org/W1996004850","https://openalex.org/W1997522757","https://openalex.org/W2000095417","https://openalex.org/W2005146848","https://openalex.org/W2005670683","https://openalex.org/W2005927696","https://openalex.org/W2010121235","https://openalex.org/W2013510306","https://openalex.org/W2019239430","https://openalex.org/W2021211227","https://openalex.org/W2024071448","https://openalex.org/W2030172423","https://openalex.org/W2030845443","https://openalex.org/W2032230088","https://openalex.org/W2034581601","https://openalex.org/W2036063909","https://openalex.org/W2037298826","https://openalex.org/W2038702827","https://openalex.org/W2040832557","https://openalex.org/W2043947871","https://openalex.org/W2045100263","https://openalex.org/W2048685779","https://openalex.org/W2055689720","https://openalex.org/W2059955887","https://openalex.org/W2061719265","https://openalex.org/W2068258430","https://openalex.org/W2085045704","https://openalex.org/W2086063891","https://openalex.org/W2087989032","https://openalex.org/W2091649774","https://openalex.org/W2113041501","https://openalex.org/W2113168655","https://openalex.org/W2115217290","https://openalex.org/W2124088225","https://openalex.org/W2126302787","https://openalex.org/W2128676020","https://openalex.org/W2129951714","https://openalex.org/W2134583277","https://openalex.org/W2141186088","https://openalex.org/W2141708418","https://openalex.org/W2144397230","https://openalex.org/W2147270755","https://openalex.org/W2153739619","https://openalex.org/W2160783530","https://openalex.org/W2273927291","https://openalex.org/W2399649415","https://openalex.org/W3123772816","https://openalex.org/W4234307496","https://openalex.org/W6679339573"],"related_works":["https://openalex.org/W2016006594","https://openalex.org/W2086218163","https://openalex.org/W4281289325","https://openalex.org/W2286830944","https://openalex.org/W7065582784","https://openalex.org/W3172806713","https://openalex.org/W193880933","https://openalex.org/W4226148217","https://openalex.org/W4367042311","https://openalex.org/W7164825714"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":6},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":8},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":7},{"year":2020,"cited_by_count":10},{"year":2019,"cited_by_count":6},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":2}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}