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Keywords: IVR systems
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Journal Articles
Journal of Service Theory and Practice (2016) 26 (4): 386–405.
Published: 11 July 2016
...Benjamin P.W. Ellway Purpose – 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...
