Language Influence in Services: Perceived Importance of Native Language Use in Service Encounters

A defining characteristic of most service encounters is that they are strongly influenced by interactions in which both the consumer and the service personnel are playing integral roles. Such is the importance of this interaction that it has even been argued that for the consumer, these encounters are in fact the service. Given this, it is not surprising that interactions involving communication and customer participation in the service encounters have received considerable attention within the field of services marketing. Much of the research on interactions and communication in services, however, appear to have assumed that the consumer and the service personnel by definition are perfectly able to interact and communicate effortlessly with each other. Such communication would require a common language, and in order to be able to take this for granted the market would need to be fairly homogenous. The homogenous country, however, and with it the homogenous market, would appear to be gone. It is estimated that more than half the consumers in the world are already speaking more than one language. For a company entering a new market, language can be a major barrier that firms may underestimate, and understanding language influence across different markets is important for international companies. The service literature has taken a common language between companies and consumers for granted but this is not matched by the realities on the ground in many markets. Owing to the communicational and interaction-oriented nature of services, the lack of a common language between the consumer and the service provider is a situation that could cause problems. A gap exists in the service theory, consisting of a lack of knowledge concerning how language influences consumers in service encounters. By addressing this gap, the thesis contributes to an increased understanding of service theory and provides a better practical understanding for service companies of the importance of native language use for consumers. The thesis consists of four essays. Essay one is conceptual and addresses how sociolinguistic research can be beneficial for understanding consumer language preferences. Essay two empirically shows how the influence of language varies depending on the nature of the service, essay three shows that there is a significant difference in language preferences between female and male consumers while essay four empirically compares consumer language preferences in Canada and Finland, finding strong similarities but also indications of difference in the motives for preferring native language use. The introduction of the thesis outlines the existence of a research gap within the service literature, a gap consisting of the lack of research into how native language use may influence consumers in service encounters. In addition, it is described why this gap is of importance to services and why its importance is growing. Building on this situation, the purpose of the thesis is to establish the existence of language influence in service encounters and to extend the knowledge of how language influences consumers on multilingual markets.

Evaluation of neuroprotective potential of plyphenols derived from Portuguese native plants: Juniperus sp. and Rubus sp.

Dissertation presented to obtain the Ph.D degree in Biochemistry

Native language identification (NLID) for forensic authorship analysis of weblogs

This chapter introduces Native Language Identification (NLID) and considers the casework applications with regard to authorship analysis of online material. It presents findings from research identifying which linguistic features were the best indicators of native (L1) Persian speakers blogging in English, and analyses how these features cope at distinguishing between native influences from languages that are linguistically and culturally related. The first chapter section outlines the area of Native Language Identification, and demonstrates its potential for application through a discussion of relevant case history. The next section discusses a development of methodology for identifying influence from L1 Persian in an anonymous blog author, and presents findings. The third part discusses the application of these features to casework situations as well as how the features identified can form an easily applicable model and demonstrates the application of this to casework. The research presented in this chapter can be considered a case study for the wider potential application of NLID.

Better Spanish, Better English: Native Language Literacy and Adult Education

Characteristics of the predominantly Hispanic community and native language usage in Miami are discussed in relation to poverty and common adult education programs. Native language literacy instruction is considered as an alternative offering to meet learners’ needs.

"Knock, knock! Is it english or portuguese sign language?"

A presente investigação mostra a importância do contacto de crianças muito jovens com línguas estrangeiras. Este trabalho concentra-se na tentativa de investigar, numa abordagem plurilingue, com enfoque para a Língua Inglesa e a Língua Gestual Portuguesa, a sensibilização de um grupo de alunos do 1º Ciclo do Ensino Básico para uma língua diferente da sua língua materna. Nesta pesquisa, adotou-se uma postura de investigação-ação, apoiando-se com grande particularidade numa metodologia qualitativa e com menor relevância numa metodologia quantitativa, onde os alunos, através das várias atividades que desenvolveram foram adquirindo diferentes competências nas duas línguas. Isto permitiu aos alunos despertarem todas as suas potencialidades para a aprendizagem destas duas línguas (Língua Inglesa e Língua Gestual Portuguesa), tendo como ponto de partida a sua sensibilização e a aprendizagem de alguns vocábulos. Acreditamos que esta abordagem plurilíngue poderá auxiliar os alunos no desenvolvimento de habilidades linguísticas, cognitivas e pessoais tais como: a intercompreensão, o conhecimento de características específicas de diferentes línguas existentes em seu redor, a comparação linguística entre elas, a sua compreensão lexical, e por fim a competência em relacionar as línguas a culturas, e acima de tudo, o respeito e valorização da diversidade linguística e cultural. Foram utilizadas nas aulas atividades de nível de compreensão e produção oral, num processo de sensibilização e aprendizagem de alguns vocábulos destas línguas, sendo que os resultados foram posteriormente analisados, através de grelhas de observação das atividades, de dois inquéritos por questionário e fotos. Das observações e conclusões retiradas desta análise, confirmou-se que a sensibilização quanto à Língua Inglesa assim como quanto à Língua Gestual Portuguesa promove o desenvolvimento da criança, assim como a valorização da respetiva diversidade linguística e cultural.

Texto Literário e Gramática: Uma Relação Indissociável no Ensino-Aprendizagem do Português Língua Materna e do Espanhol Língua

Este trabalho tem como objetivo central dar conta das atividades realizadas no âmbito da prática de ensino supervisionada em Português Língua Materna e Espanhol Língua Estrangeira. A prática pedagógica alicerçou-se na indissociabilidade entre a literatura e a gramática. Defende-se que o texto literário deve ser entendido como uma várias manifestações da língua, criada num contexto comunicativo particular em que são empregues determinadas estruturas linguísticas, mediante os objetivos comunicativos de quem o produz. Esta orientação pragmática e funcional do ensino-aprendizagem das línguas faz do aluno um agente atuante no processo de comunicação e, por isso, é da maior importância que apreenda e consolide os mecanismos linguísticos que façam dele um falante eficaz e socialmente integrado

A Educação Estética e as Técnicas Teatrais no Ensino e Aprendizagem do Português Língua Materna e do Francês Língua Estrangeira

O nosso trabalho consiste numa reflexão teórica sobre a aplicação prática da educação estética e das técnicas de teatro no ensino e aprendizagem das línguas e das literaturas. Pretendemos estabelecer relações entre a educação estética e o ensino, visando uma aproximação, em termos didáticos, entre a cultura, as artes e a educação literária e linguística, mas também conduzir a aprendizagem no sentido da observação atenta e refletida para o desenvolvimento do pensamento crítico e autónomo através da ação. A relação da imagem com o texto, tendo em vista a interpretação dramática, é uma forma de consolidar conhecimentos da obra literária inserida num contexto artístico mais amplo, e essa relação, para a realização de jogos dramáticos, serve a concretização em imagem viva, que é a do ator ou intérprete. Mas, acima de tudo, ela visa a formação integral e desenvolve a criatividade. A contemplação e o ato de criar só são possíveis se o aluno usufruir de uma educação estética, que fomenta em grande escala o gosto pelo texto inserido numa determinada cultura e na época em que se produziu. Nesta proposta, incluímos o exercício e a interiorização do conhecimento linguístico através das técnicas teatrais, enquanto práticas intrínsecas ao teatro, numa atitude comunicativa que implica interpretar e compreender, e que fomenta a autonomia do indivíduo. Pretendemos estimular o conhecimento integrado do aluno, associando a estética e as artes à aprendizagem das línguas, como meios impulsionadores da criatividade, da reinvenção e do fazer.

Distribuição de lei de potência gradualmente truncada aplicada na educação: vestibular da Academia da Força Aérea

Pós-graduação em Física - IGCE

Language distance and non-native syntactic processing: Evidence from event-related potentials

[EN] In this study, we explore native and non-native syntactic processing, paying special attention to the language distance factor. To this end, we compared how native speakers of Basque and highly proficient non-native speakers of Basque who are native speakers of Spanish process certain core aspects of Basque syntax. Our results suggest that differences in native versus non-native language processing strongly correlate with language distance: native/non-native processing differences obtain if a syntactic parameter of the non-native grammar diverges from the native grammar. Otherwise, non-native processing will approximate native processing as levels of proficiency increase. We focus on three syntactic parameters: (i) the head parameter, (ii) argument alignment (ergative/accusative), and (iii) verb agreement. The first two diverge in Basque and Spanish, but the third is the same in both languages. Our results reveal that native and non-native processing differs for the diverging syntactic parameters, but not for the convergent one. These findings indicate that language distance has a significant impact in non-native language processing.

La perception naïve non native des voyelles nasales du portugais

Les adultes peuvent éprouver des difficultés à discriminer des phonèmes d’une langue seconde (L2) qui ne servent pas à distinguer des items lexicaux dans leur langue maternelle (L1). Le Feature Model (FM) de Brown (1998) propose que les adultes peuvent réussir à créer des nouvelles catégories de sons seulement si celles-ci peuvent être construites à partir de traits distinctifs existant dans la L1 des auditeurs. Cette hypothèse a été testée sur plusieurs contrastes consonantiques dans différentes langues; cependant, il semble que les traits qui s’appliquent sur les voyelles n’aient jamais été examinés dans cette perspective et encore moins les traits qui opèrent à la fois dans les systèmes vocalique et consonantique et qui peuvent avoir un statut distinctif ou non-distinctif. Le principal objectif de la présente étude était de tester la validité du FM concernant le contraste vocalique oral-nasal du portugais brésilien (PB). La perception naïve du contraste /i/-/ĩ/ par des locuteurs du français, de l’anglais, de l’espagnol caribéen et de l’espagnol conservateur a été examinée, étant donné que ces quatre langues diffèrent en ce qui a trait au statut de la nasalité. De plus, la perception du contraste non-naïf /e/-/ẽ/ a été inclus afin de comparer les performances dans la perception naïve et non-naïve. Les résultats obtenus pour la discrimination naïve de /i/-/ĩ/ a permis de tirer les conclusions suivantes pour la première exposition à un contraste non natif : (1) le trait [nasal] qui opère de façon distinctive dans la grammaire d’une certaine L1 peut être redéployé au sein du système vocalique, (2) le trait [nasal] qui opère de façon distinctive dans la grammaire d’une certaine L1 ne peut pas être redéployé à travers les systèmes (consonne à voyelle) et (3) le trait [nasal] qui opère de façon non-distinctive dans la grammaire d’une certaine L1 peut être ou ne pas être redéployé au statut distinctif. En dernier lieu, la discrimination non-naïve de /e/-/ẽ/ a été réussie par tous les groupes, suggérant que les trois types de redéploiement s’avèrent possibles avec plus d’expérience dans la L2.

Immigrant high school students' in-depth understandings of the value of heritage language and bilingualism

The purpose of this research was to explore perceptions among 9 th through 12th grade students from Brazil, Haiti and Jamaica, with respect to their heritage languages: Portuguese, Haitian Creole, and Jamaican Patois. An additional purpose was to understand in greater detail possible variations of perception with respect to heritage language maintenance (or loss) in relation to one’s gender, first language, and place of birth. The research implemented semi-structured interviews with male and female adolescents with these heritage language backgrounds. Participants’ responses were recorded and transcribed. The transcriptions were analyzed via a categorizing of themes emerging from the data. Data were analyzed using inductive analysis. Three categories emerged from the inductive analysis of the data: (a) heritage language, (b) bilingualism, and (c) English as a second language. The analysis reveals that as participants learn English, they continue to value their heritage language and feel positively toward bilingualism, but differ in their preference regarding use of native language and English in a variety of contexts. There seems to be a mismatch between a positive attitude and an interest in learning their heritage language. Families and teachers, as agents, may not be helping students fully understand the advantages of bilingualism. Students seem to have a lack of understanding of bilingualism’s cognitive and bi-literacy benefits. Instead, employment seems to be perceived as the number one reason for becoming bilingual. Also, the students have a desire to add culture to the heritage language curriculum. The study was conducted at one of the most diverse and largest high schools in Palm Beach, in Palm Beach County, Florida. The results of this study imply that given the positive attitude toward heritage language and bilingualism, students need to be guided in exploring their understanding of heritage language and bilingualism. Implications for teaching and learning, as well as recommendations for further research, are included.

Curriculum development in a heritage language community-based school: A Qualitative inquiry regarding a Brazilian-Portuguese program in South Florida

This research aimed to describe, understand, and discuss the curriculum development process of a Brazilian-Portuguese heritage language community-based school in South Florida. This study was guided by the following research questions: (a) What roles does this HL community-based school aim to play for its students? This investigation was also related to the subsidiary question: (b) How does this HL community-based school organize its curriculum development process? In order to explore these research questions, I observed and interviewed teachers and coordinators based on a qualitative research approach. I analyzed the interviews’ transcripts, and the program’s website with a central focus of describing and understanding their curriculum development process. Hopefully, the findings will help Brazilian and other HL community schools toward discussing and elaborating their own curriculum development, as well as to look for specific teacher training courses.