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Keywords: Automated menus
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Journal Articles
What’s wrong with IVR system service? A spatial theorisation of customer confusion and frustration
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Journal of Service Theory and Practice (2016) 26 (4): 386–405.
Published: 11 July 2016
.... Navigation Automated menus Call centres IVR systems Spatial metaphors Virtual service Everybody knows and dreads them: automated telephone systems that seem more apt to confuse and frustrate callers than to assist them in getting their questions answered (Suhm and Peterson, 2009...
