More supportive or more distractive?: Investigating the negative effects of technology at the customer interface

Eleonora Pantano; Jamie Carlson; Konstantina Spanaki; George Christodoulides

doi:10.1016/j.ijinfomgt.2023.102752

More supportive or more distractive? Investigating the negative effects of technology at the customer interface

Eleonora Pantano^*, Jamie Carlson, Konstantina Spanaki, George Christodoulides

^*Corresponding author for this work

School of Management - Business School

Research output: Contribution to journal › Editorial (Academic Journal) › peer-review

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Abstract

The continuous development of technology leads to stimuli-dense consumption environments for consumers. Although the literature primarily highlighted the advantages of adopting technologies to support consumers’ decision-making process, these systems may also require too much attention and excessive effort to be considered always rewarding. Accordingly, this special issue addresses the interplay between technology-supported consumption experiences and the related distracting mechanisms triggered by this interaction in varied contexts. Specifically, the actual collection of papers in this special issue covers three main themes: (1) conceptualizing a Customer Smartphone Distraction (CSD) organizing framework, (2) drivers (including musical atmosphere, the context of the application, parasocial interaction and anthropomorphisms of virtual agents), and (3) consequences (cognitive, affective and behavioral responses, including sensory overload and discomfort).

Original language	English
Article number	102752
Number of pages	3
Journal	International Journal of Information Management
Volume	75
Early online date	12 Jan 2024
DOIs	https://doi.org/10.1016/j.ijinfomgt.2023.102752
Publication status	Published - 1 Apr 2024

Bibliographical note

Publisher Copyright:
© 2024 Published by Elsevier Ltd.

Research Groups and Themes

MGMT Marketing and Consumption

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10.1016/j.ijinfomgt.2023.102752

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title = "More supportive or more distractive?: Investigating the negative effects of technology at the customer interface",

abstract = "The continuous development of technology leads to stimuli-dense consumption environments for consumers. Although the literature primarily highlighted the advantages of adopting technologies to support consumers{\textquoteright} decision-making process, these systems may also require too much attention and excessive effort to be considered always rewarding. Accordingly, this special issue addresses the interplay between technology-supported consumption experiences and the related distracting mechanisms triggered by this interaction in varied contexts. Specifically, the actual collection of papers in this special issue covers three main themes: (1) conceptualizing a Customer Smartphone Distraction (CSD) organizing framework, (2) drivers (including musical atmosphere, the context of the application, parasocial interaction and anthropomorphisms of virtual agents), and (3) consequences (cognitive, affective and behavioral responses, including sensory overload and discomfort).",

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AU - Christodoulides, George

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AB - The continuous development of technology leads to stimuli-dense consumption environments for consumers. Although the literature primarily highlighted the advantages of adopting technologies to support consumers’ decision-making process, these systems may also require too much attention and excessive effort to be considered always rewarding. Accordingly, this special issue addresses the interplay between technology-supported consumption experiences and the related distracting mechanisms triggered by this interaction in varied contexts. Specifically, the actual collection of papers in this special issue covers three main themes: (1) conceptualizing a Customer Smartphone Distraction (CSD) organizing framework, (2) drivers (including musical atmosphere, the context of the application, parasocial interaction and anthropomorphisms of virtual agents), and (3) consequences (cognitive, affective and behavioral responses, including sensory overload and discomfort).

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