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Dr Ben Ellway

Assistant Professor
School of Management
Highest Qualification – Phd
HDR Completions - 0

Contact Details 
Phone No.: +61 (0) 2 6201 5661


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.
  • Mahidol University Seed Grant AUS$6700
  • Selected by University of Cambridge to receive an ESRC PhD Scholarship
  • 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); 
  • Ellway, B. P. W., and Dean, A. M. (2016) "The reciprocal intertwining of practice and experience in value creation." Marketing Theory, Vol. 16 (forthcoming); 
  • 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); 
  • Ellway, B. P. W., and Walsham, G. (2015) "A Doxa-informed practice analysis: reflexivity and representations, technology and action". Information Systems Journal, Vol. 25 No. 2, pp 133-160.

Google Scholar Profile


Ben is available for a HDR supervision consultation to prospective students.

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
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