Ben Ellway
Professor
School of Management
University of Canberra
Australia
Biography
My research is interdisciplinary in nature, with a background in Information Systems. I currently focus upon service theorisation, transformative service, technology-enabled service, and consumer resistance, and am particularly interested in the intersections between these areas. My research is largely interpretivist and utilises a qualitative methodology. I often draw upon practice theory and especially the conceptual ideas of Pierre Bourdieu. Currently, my research has three areas of focus: The theorisation of service logic and value creation. Understanding links between consumer resistance, transformative service activities, and human wellbeing through the lens of production-consumption dynamics. Examining IVR system design and use from an interdisciplinary approach, synthesising theoretical ideas from cognitive linguistics, marketing and service, and operations management.
Research Interest
Areas of Research Interest Service Systems and Design Call Centres Transformative Service Research Consumer Culture Theory and Consumer Resistance Research Theories / Models of Interest Practice Theory, Bourdieu Servicescape Metaphors Research Methods of Interest Intepretivist Qualitative Case Studies
Publications
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Ellway, B. P. W. (2016) "What's wrong with IVR system service? A spatial theorization of customer confusion and frustration. Journal of Service Theory and Practice, Vol. 26 (forthcoming);
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Ellway, B. P. W., and Dean, A. M. (2016) "The reciprocal intertwining of practice and experience in value creation." Marketing Theory, Vol. 16 (forthcoming);
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Ellway, B. P. W. (2015) "Design vs. Practice: (re)-structuring the call centre service system." International Journal of Operations and Production Management, Vol. 36 No. 4 (forthcoming);
