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This paper argues that accent modification acts as a mechanism that (re)produces workplace accentism, which is a set of ideologies and practices positioning some English accents as inherently superior/inferior to others in the context of work and careers.

This conceptual paper draws on existing literature mainly from critical sociolinguistic and labor studies to support its central argument.

Through acting as a skill, a technology and a commodified service, accent modification naturalizes linguistic hierarchies, which are racist, classist and colonial constructions, and reinforces the structural status quo in different contexts.

In order to move away from accent modification as a means to enhance oral communication at work, organizational attempts at fostering mutual intelligibility and undoing the role of accent in workplace communication are necessary.

Contrary to research that presents accentism as a purely interpersonal issue, the paper explores how accentism is institutionalized and is connected to linguistic profiling.

In this chapter, I reflect on the impact my Estuary English accent has had on me, both personally and professionally as a former social worker, now social work academic, and the impact it appears to have on others. From parental chastisement for dropping my ‘T’s, attributions of being ‘Cockney’ and ‘Essex’, with associated assumptions made about my educational background, class and indeed my very moral character. My accent appears at times, to disrupt some peoples' presuppositions – about who or what I am. I discuss some of the linguistic features of my accent and some ‘critical accent incidents’. I reflect on the challenges of managing academia as someone with an accent that I argue, is underpinned by gendered and classist assumptions. I argue why a critical focus on accentism remains important, generally and within social work education. The chapter utilises theory from a wide range of disciplines, including cultural theory, linguistics, education studies and autoethnography.

This chapter explores the fascinating relationship between the way we speak (our accents) and who we are (our identities) by investigating the ways in which accent is used in The Archers in the process of characterisation. It begins by describing the link between accent and identity in everyday life, arguing for a perspective in which the way we speak is seen as contributing to the active performance of our identities rather than something through which our identities are passively reflected. The main part of the chapter describes two small studies into the ways in which The Archers both uses and reinforces existing language-based stereotypes in order to help in its presentation of clear and recognisable characters.

The primary objective of this article is to investigate customer reactions to service employees with accents that differ from a non-native accent taking into account customer emotions.

This article reports on a study with a 2 (accent of service employee: Australian or Indian) × 2 (service employee’s competency: competent or incompetent) × 2 (customer’s affective state: positive or negative) between-subject experimental design to uncover the effects of service employees’ accent on customers’ reactions.

The findings revealed that hearing a service employee with a foreign accent was not enough on its own to influence customer responses. However, when the service employee is incompetent or the customer was in a negative affective state, a foreign accent appeared to exacerbate the situation.

While the findings indicate that accents are used a cue for customers to evaluate service employees, further research should also take service types, service outcomes, customer-service employee relationships, customers’ ethnic affiliation and ethnocentrism into consideration when examining the effect of accents.

Service managers need to be aware that accents will exacerbate perceptions of already difficult service situations. Providing competent service will help breakdown stereotypes and improve the acceptance of diversity at the customer–employee interface.

This article contributes to the service literature about service attributes and is particularly relevant to economies such as the USA, Canada, the UK, New Zealand and Australia where immigrants are a large part of the service work force.

The purpose of this study is to further our understanding of the effects of service employees’ accents on service outcomes and to investigate the boundary conditions of service type, service criticality and accent-service congruence.

This study reports on three scenario-based experiments with between-subject designs to assess customer reactions to service employees with nonstandard accents.

The findings revealed that the three service-related extraneous factors investigated in this study influence the direction and strength of accent’s impact. Service employees’ nonstandard accents generally negatively influence customers’ satisfaction with a service provider and purchase intentions. This effect is stronger for credence services than for experience services. While customer satisfaction with the service encounter tends to stay the same regardless of service criticality, they have less purchase intention in high service criticality situations when they deal with service employee with a nonstandard accent. Accent-service congruence enhances both satisfaction and purchase intention.

This study makes contributions to the accent in service interaction literature by enabling the authors to have a more complete understanding of how accent effects drive customer satisfaction and purchase intention. Future studies can take customer-related factors such as customer-service employee relationships, customers’ ethnic affiliation and ethnocentrism into consideration when examining the effects of accent in service interactions.

Service managers need to be aware when nonstandard accents’ negative effects will elevate – credence service and service with higher criticality are better provided by service employee with a standard accent. A nonstandard accent that matches the service improves customer satisfaction and purchase intention and could be used to its advantage.

This study contributes to the service literature about service employees’ interaction with customers and is particularly relevant in multicultural societies with increasingly diverse workforces.

Although statistical evidence clearly demonstrates discrimination against foreign‐accented individuals in the workplace, surprisingly little research attention has been paid to how such individuals are evaluated when they apply for jobs. Thus, the aim of this paper is to examine the effects of applicant accent on access‐related employment decisions across four jobs that differed on job status and communication demands.

The study used a 3 (applicant accent: Standard American English, French, and Japanese) × 2 (job status: low vs high)×2 (communication demands: low vs high) mixed‐factorial design, and data from 286 college students at two different locations.

Results show that in comparison with French‐accented applicants, Japanese‐accented applicants fared worse on employment‐related decisions, especially for jobs that had high communication demands, even after controlling for applicant understandability and location. French‐accented applicants were viewed as favorably as, or more favorably than, Standard American English‐accented applicants.

Applicant accent was confounded with applicant names. Thus, it is not known whether the obtained results are due to applicant accent, names, or both.

It was found that organizations could do one of the following: use structured interviews; train interviewers on potential biases against foreign‐accented applicants; and provide more individuating information to reduce the effects of accent‐based stereotypes on employment‐related decisions.

The paper considers the communication demands of jobs and job status as influences on the evaluation of foreign‐accented applicants.

The purpose of this paper is to investigate the experiences of nonnative speakers in conflictual situations with native speakers in the workplace. In three studies, the authors examine whether nonnative speakers experience stereotype threat in workplace conflict situations with native speakers, whether stereotype threat is associated with certain conflict managing behaviors (e.g. yielding and avoiding) and the relationship between stereotype threat, satisfaction with conflict outcomes and processes, and objective conflict outcomes.

Studies 1 and 2 use critical incident recall methodology to examine nonnative speakers’ conflict behaviors and satisfaction with conflict outcomes. In Study 3, data were collected from a face-to-face simulation with a random-assignment design.

Findings suggest that nonnative speakers indeed experience heightened stereotype threat when interacting with native speakers in conflict situations and the experience of stereotype threat leads to less satisfaction with conflict outcomes, perceptions of goal attainment, as well as worse objective conflict outcomes.

The current study is one of the first studies to document the effects of accent stereotype threat on conflict behaviors and outcomes. More broadly, it contributes to the conflict studies literature by offering new insight into the effects and implications of stereotype threat on workplace conflict behaviors and outcomes.

Assesses the effect of an international business person′s accent on Guatemalan subjects′ perception of the business person′s effectiveness, credibility, competence, friendliness, as well as the Guatemalan subject′s intentions to buy. Graduate students at a Guatemalan university listened to tape recordings of three presenters speaking Guatemalan Spanish and three presenters speaking Spanish with a foreign accent. The findings suggest that, for the Guatemalan audience, a sales pitch in Guatemalan Spanish evoked more favourable judgements on all measured dimensions than the same sales pitch in foreign accented Spanish. Females, however, evaluated the Guatemalan Spanish presenters more positively and evaluated the foreign accented presenters more negatively than their male counterparts.

Despite the fact that Hispanics are the largest and fastest growing segment of the population and that 44 percent of Hispanics of 18 years of age and older speak English less than very well, research examining the impact of Spanish‐accented English on employment‐related decisions has been scarce. Therefore, the present study aimed to examine the effects of the accent (standard American English and Mexican Spanish) of a hypothetical job applicant on employment‐related judgments and hiring decisions.

Participants made employment‐related decisions (i.e. job suitability ratings, likelihood of a promotion, and hiring decision) and judgments of personal attributes (i.e. perceived competence and warmth) of a hypothetical applicant for an entry‐level software engineering job. The accent of the applicant was manipulated using the matched‐guise technique.

Results showed that compared to an applicant with a standard American‐English accent, one with a Mexican‐Spanish accent was at a disadvantage when applying for the software engineering job. The Mexican‐Spanish‐accented applicant was rated as less suitable for the job and viewed as less likely to be promoted to a managerial position. In addition, fewer participants decided to hire the Mexican‐Spanish‐accented applicant than the standard American English‐accented applicant.

Given the negative evaluations of the Mexican‐Spanish‐accented applicant, recruiters and interviewers should be selected who do not view foreign accents negatively. Furthermore, organizations should make a conscious effort to regard foreign accents as assets to their businesses.

This research contributes to our understanding of how foreign accents influence decisions that have important economic consequences for individuals.

The purpose of this paper is to review literature from the linguistics and language teaching fields on the listener's role in accent perception, and applies the findings towards recommendations for improving listening skills for library faculty and staff who interact with international patrons.

Detailed empirically‐based evidence on listening and accented speech can be gathered from the linguistics and language teaching fields, in which researchers have studied extensively the effects of foreign accent on listeners. This paper reviews literature on the role of listener attitude, experience and prior knowledge in the communication process, and outlines a training program for library staff based on evidence from the literature.

The listener's attitudes, experience, and knowledge affect his or her perception of accented speech. Comprehension of accented speech can be improved both through increasing awareness of issues related to accent, and through listening practice.

Library public service staff can improve their listening skills through training programs that include awareness raising, listening practice, and discussion of cross‐cultural communication issues.

This paper synthesizes research not usually found in the library literature, and makes specific recommendations for improving library service based on empirical research.