The voice-to-technology (V2T) encounter and the call centre servicescape: Navigation, spatiality and movement
Purpose: 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. Design/method...
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| Format: | Article |
| Published: |
2018
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| Online Access: | https://repository.li.mahidol.ac.th/handle/123456789/33525 |
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| Institution: | Mahidol University |