...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...

... The paper finds that four attributes – navigation, signposting, tools and explanation – explain the tangible dimension in electronic commerce. In the data resulting from the analyses, design is seen as an important factor of overall perceived quality and the willingness to recommend the purchase experience...