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

Author

Listed:
  • Eleonora Pantano

    (University of Bristol [Bristol])

  • Jamie Carlson

    (Univ Newcastle Australia)

  • Konstantina Spanaki

    (Audencia Business School)

  • George Christodoulides

    (American University of Sharjah, UAE)

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).

Suggested Citation

  • Eleonora Pantano & Jamie Carlson & Konstantina Spanaki & George Christodoulides, 2024. "Guest editorial: More supportive or more distractive? Investigating the negative effects of technology at the customer interface," Post-Print hal-04478502, HAL.
    • Handle: RePEc:hal:journl:hal-04478502
    DOI: 10.1016/j.ijinfomgt.2023.102752
    Note: View the original document on HAL open archive server: https://audencia.hal.science/hal-04478502
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    References listed on IDEAS

    as
    1. Yogesh K. Dwivedi & N. Kshetri & L. Hughes & Nripendra P. Rana & A.M. Baabdullah & A.K. Kar & A. Koohang & S. Ribeiro-Navarrete & N. Belei & J. Balakrishnan & S. Basu & A. Behl & G.H. Davies & Vincent, 2023. "Exploring the Darkverse: A Multi-Perspective Analysis of the Negative Societal Impacts of the Metaverse," Post-Print hal-04292609, HAL.
    2. Pantano, Eleonora & Viassone, Milena & Boardman, Rosy & Dennis, Charles, 2022. "Inclusive or exclusive? Investigating how retail technology can reduce old consumers’ barriers to shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    3. Rahman, Syed Mahmudur & Carlson, Jamie & Gudergan, Siegfried P. & Wetzels, Martin & Grewal, Dhruv, 2022. "Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact," Journal of Retailing, Elsevier, vol. 98(4), pages 611-632.
    4. Pantano, Eleonora & Pedeliento, Giuseppe & Christodoulides, George, 2022. "A strategic framework for technological innovations in support of the customer experience: A focus on luxury retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    5. Huang, Ming-Hui & Rust, Roland T., 2022. "A Framework for Collaborative Artificial Intelligence in Marketing," Journal of Retailing, Elsevier, vol. 98(2), pages 209-223.
    6. Sung, Eunyoung (Christine) & Bae, Sujin & Han, Dai-In Danny & Kwon, Ohbyung, 2021. "Consumer engagement via interactive artificial intelligence and mixed reality," International Journal of Information Management, Elsevier, vol. 60(C).
    7. Lane Peterson Fronczek & Martin Mende & Maura L. Scott & Gergana Y. Nenkov & Anders Gustafsson, 2023. "Friend or foe? Can anthropomorphizing self-tracking devices backfire on marketers and consumers?," Journal of the Academy of Marketing Science, Springer, vol. 51(5), pages 1075-1097, September.
    8. Christodoulides, George & Athwal, Navdeep & Boukis, Achilleas & Semaan, Rania W., 2021. "New forms of luxury consumption in the sharing economy," Journal of Business Research, Elsevier, vol. 137(C), pages 89-99.
    9. Yogesh K. Dwivedi & Nir Kshetri & Laurie Hughes & Nripendra P. Rana & Abdullah M. Baabdullah & Arpan Kumar Kar & Alex Koohang & Samuel Ribeiro-Navarrete & Nina Belei & Janarthanan Balakrishnan & Sripa, 2023. "Exploring the Darkverse: A Multi-Perspective Analysis of the Negative Societal Impacts of the Metaverse," Information Systems Frontiers, Springer, vol. 25(5), pages 2071-2114, October.
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