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The voice-to-technology (V2T) encounter and the call centre servicescape : navigation, spatiality and movement
Ellway, Benjamin P. W. - In: Journal of service management 25 (2014) 3, pp. 349-368
Persistent link: https://www.econbiz.de/10010384973
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The reciprocal intertwining of practice and experience in value creation
Ellway, Benjamin P. W.; Dean, Alison M. - In: Marketing theory 16 (2016) 3, pp. 299-324
Persistent link: https://www.econbiz.de/10011613544
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What's wrong with IVR system service? : a spatial theorisation of customer confusion and frustration
Ellway, Benjamin P. W. - In: Journal of service theory and practice : JSTP 26 (2016) 4, pp. 386-405
Persistent link: https://www.econbiz.de/10011588791
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Making it personal in a call centre : electronic peer surveillance
Ellway, Benjamin P. W. - In: New technology, work and employment 28 (2013) 1, pp. 37-50
Persistent link: https://www.econbiz.de/10009740065