All Stories

  1. Habitus as a value lens to link customer engagement and value cocreation

    Article • Journal of Service Theory and Practice, March 2020, Emerald

    dr benjamin p w ellway

  2. The reciprocal intertwining of practice and experience in value creation

    Article • Marketing Theory, July 2016, SAGE Publications

    Prof Alison M Dean, dr benjamin p w ellway

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

    Article • Journal of Service Theory and Practice, July 2016, Emerald

    dr benjamin p w ellway

  4. Design vs practice

    Article • International Journal of Operations & Production Management, April 2016, Emerald

    dr benjamin p w ellway

  5. A doxa-informed practice analysis: reflexivity and representations, technology and action

    Article • Information Systems Journal, January 2015, Wiley

    dr benjamin p w ellway

  6. The voice-to-technology (V2T) encounter and the call centre servicescape

    Article • Journal of Service Management, June 2014, Emerald

    dr benjamin p w ellway

  7. Quality and quantity measures in call centres

    Article • Managing Service Quality, May 2014, Emerald

    dr benjamin p w ellway

  8. Using practice theory to analyse value propositions and value facilitation in self-reliance training

    Article • International Journal of Services Economics and Management, January 2014, Inderscience Publishers

    dr benjamin p w ellway

  9. Making it Personal in a call centre: electronic peer surveillance

    Article • New Technology Work and Employment, March 2013, Wiley

    dr benjamin p w ellway