An Ethical Analysis of Customers' Perceptions of Multilingual Phone Systems Among Various Demographic Groups

This thesis explores three predominant theories of language in cultures, considering them with the use of multilingual automated phone systems. It presents an analysis of Internet based (primarily through blogposts) reviews of such systems. As these reviews are insufficient to form a conclusion as to how the public sees such systems, this thesis also presents an original study of 90 participants, which assesses both the functional difference between English only and multilingual systems, as well as respondents' personal ethical (as defined by participants themselves) beliefs as to the necessity of such multilingual automated systems. The study's primary hypotheses assert that these systems will not have any large functional difference, and that the majority of respondents will find the use of such multilingual automated systems ethically necessary. Both of these hypotheses are found to be correct.