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Contact centre service excellence : a proposed conceptual framework
Surya Dharamdass, (2018)
The voice-to-technology (V2T) encounter and the call centre servicescape : navigation, spatiality and movement
Ellway, Benjamin P. W., (2014)
Design vs practice : how problematic call routing and rerouting restructures the call centre service system
Ellway, Benjamin, (2016)
Habitus as a value lens to link customer engagement and value cocreation
Ellway, Benjamin Piers William, (2020)