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

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Abstract

The purpose of this paper is to re-examine the important question of what is wrong with interactive voice response (IVR) system service by expanding a spatially informed conceptualisation of virtual navigation which recognises the experience of movement within and through space.
Original languageEnglish
Pages (from-to)386-405
Number of pages20
JournalJournal of Service Theory and Practice
Volume26
Issue number4
DOIs
Publication statusPublished - 2016

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title = "What's wrong with IVR system service? A spatial theorisation of customer confusion and frustration",
abstract = "The purpose of this paper is to re-examine the important question of what is wrong with interactive voice response (IVR) system service by expanding a spatially informed conceptualisation of virtual navigation which recognises the experience of movement within and through space.",
keywords = "Navigation, Automated menus, Call centres, IVR systems, Spatial metaphors, Virtual service",
author = "Ben ELLWAY",
year = "2016",
doi = "10.1108/JSTP-02-2015-0040",
language = "English",
volume = "26",
pages = "386--405",
journal = "Journal of Service Theory and Practice",
issn = "0960-4529",
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KW - Automated menus

KW - Call centres

KW - IVR systems

KW - Spatial metaphors

KW - Virtual service

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