Benjamin P.W. Ellway

Design vs practice: How problematic call routing and rerouting restructures the call centre service system

Benjamin P.W. Ellway, Benjamin P. W. Ellway, 2016 .

Making it Personal in a Call Centre: Electronic Peer Surveillance

Benjamin P.W. Ellway, Benjamin P. W. Ellway, 2013 .

What’s wrong with IVR system service? A spatial theorisation of customer confusion and frustration

Benjamin P.W. Ellway, Benjamin P. W. Ellway, 2016 .

The reciprocal intertwining of practice and experience in value creation

Alison Dean, Benjamin P.W. Ellway, Benjamin P. W. Ellway, 2016 .