The voice-to-technology (V2T) encounter and the call centre servicescape: Navigation, spatiality and movement

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6 Citations (Scopus)

Abstract

Because the voice-to-technology (V2T) encounter remains under-theorised, the purpose of this paper is to overcome this gap by investigating customers use of the interactive voice response (IVR) system and “the customer journey” through the call centre service system.
Original languageEnglish
Pages (from-to)349-368
Number of pages20
JournalJournal of Service Management
Volume25
Issue number3
DOIs
Publication statusPublished - 2014

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call center
navigation
Navigation
services
Spatiality
Servicescape
Call centres

Cite this

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title = "The voice-to-technology (V2T) encounter and the call centre servicescape: Navigation, spatiality and movement",
abstract = "Because the voice-to-technology (V2T) encounter remains under-theorised, the purpose of this paper is to overcome this gap by investigating customers use of the interactive voice response (IVR) system and “the customer journey” through the call centre service system.",
keywords = "Servicescape, Call centres, IVR system, Spatialization metaphors, Voice-to-technology encounter, Voice-to-voice encounter",
author = "Ben ELLWAY",
year = "2014",
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KW - IVR system

KW - Spatialization metaphors

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KW - Voice-to-voice encounter

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