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Ben Ellway

 https://orcid.org/0000-0002-4923-9990
20132018
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Fingerprint Dive into the research topics where Ben Ellway is active. These topic labels come from the works of this person. Together they form a unique fingerprint.

call center Earth & Environmental Sciences
Operations research Engineering & Materials Science
facilitation Earth & Environmental Sciences
navigation Earth & Environmental Sciences
Navigation Engineering & Materials Science
Information systems Engineering & Materials Science
Call centres Business & Economics
services Earth & Environmental Sciences

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Research Output 2013 2018

8 Citations (Scopus)

Operating without operations: how is technology changing the role of the firm?

Breidbach, C., Choi, S., Ellway, B., Keating, B. W., Kormusheva, K., Kowalkowski, C., Lim, C. & Maglio, P., 2018, In : Journal of Service Management. 29, 5, p. 809-833 25 p.

Research output: Contribution to journal › Article

Operations research
Elasticity
Automation
Trajectories
services
4 Citations (Scopus)
3 Downloads (Pure)

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

ELLWAY, B., 2016, In : International Journal of Operations and Production Management. 36, 4, p. 408-428 21 p.

Research output: Contribution to journal › Article

Service system
Routing
Customer involvement
Call centres
Usability
15 Citations (Scopus)
4 Downloads (Pure)

The reciprocal intertwining of practice and experience in value creation

ELLWAY, B. & Dean, A., 2016, In : Marketing Theory. 00, p. 1-26 26 p.

Research output: Contribution to journal › Article

Value creation
Logic
Sensemaking
Self-reliance
Triad
3 Downloads (Pure)

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

ELLWAY, B., 2016, In : Journal of Service Theory and Practice. 26, 4, p. 386-405 20 p.

Research output: Contribution to journal › Article

Service system
Navigation
Conceptualization
8 Citations (Scopus)
2 Downloads (Pure)

A doxa-informed practice analysis: reflexivity and representations, technology and action

ELLWAY, B. & Walsham, G., 2015, In : Information Systems Journal. 25, 2, p. 133-160 28 p.

Research output: Contribution to journal › Article

Information systems
Information technology