Appetite for distraction? A systematic literature review on customer smartphone distraction

IF 20.1 1区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE International Journal of Information Management Pub Date : 2023-11-01 DOI:10.1016/j.ijinfomgt.2023.102722
Alex Taylor , Margurite Hook , Jamie Carlson , Siggi Gudergan , Tomas Falk
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Abstract

In today’s society, the ubiquitous presence of personal smartphones has led to the phenomenon of, what we call, customer smartphone distraction (CSD). This paper introduces the concept of CSD, which occurs when an internet-connected smartphone competes for a customer’s attention during a consumption goal-oriented task or behavior. Based on a three-stage research process involving a systematic literature review and an expert opinion survey with a multi-disciplinary lens to better understand this phenomenon, we develop a conceptual framework underpinned by Cognitive – Affective Personality System (CAPS) Theory that incorporates the antecedents, contingency variables, and consequences of CSD. Our findings suggest that CSD is a complex phenomenon influenced by both environmental stimuli, such as audio and visual notifications, and internal psychological states, such as boredom and anxiety, which are interdependent factors that contribute to CSD. Interestingly, the absence of environmental stimuli alone may not reduce CSD. To deal with this issue, customers need to take responsibility for their consumption behavior, while businesses, society and policy makers can assist customers through better education and design of mobile device experiences. Overall, we highlight the need for a deeper understanding of CSD and its impact on customer behavior and well-being, and outline implications to assist researchers, practitioners, policy makers and society broadly to deal with CSD.

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分心的胃口?关于客户智能手机分心的系统性文献综述
在当今社会,个人智能手机无处不在,导致了我们所说的顾客智能手机分心(CSD)现象。本文介绍了 "顾客智能手机分心"(CSD)的概念。"顾客智能手机分心 "是指在以消费目标为导向的任务或行为中,与互联网连接的智能手机争夺顾客的注意力。为了更好地理解这一现象,我们通过系统的文献综述和专家意见调查等三个阶段的研究过程,从多学科的视角出发,建立了一个以认知-情感人格系统(CAPS)理论为基础的概念框架,其中包含了 CSD 的前因、偶然变量和后果。我们的研究结果表明,CSD 是一种复杂的现象,既受到环境刺激(如视听通知)的影响,也受到内部心理状态(如无聊和焦虑)的影响。有趣的是,仅仅没有环境刺激可能并不会减少 CSD。要解决这个问题,顾客需要对自己的消费行为负责,而企业、社会和政策制定者则可以通过更好的教育和移动设备体验设计来帮助顾客。总之,我们强调需要更深入地了解 CSD 及其对顾客行为和福祉的影响,并概述了帮助研究人员、从业人员、政策制定者和整个社会应对 CSD 的意义。
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来源期刊
International Journal of Information Management
International Journal of Information Management INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
53.10
自引率
6.20%
发文量
111
审稿时长
24 days
期刊介绍: The International Journal of Information Management (IJIM) is a distinguished, international, and peer-reviewed journal dedicated to providing its readers with top-notch analysis and discussions within the evolving field of information management. Key features of the journal include: Comprehensive Coverage: IJIM keeps readers informed with major papers, reports, and reviews. Topical Relevance: The journal remains current and relevant through Viewpoint articles and regular features like Research Notes, Case Studies, and a Reviews section, ensuring readers are updated on contemporary issues. Focus on Quality: IJIM prioritizes high-quality papers that address contemporary issues in information management.
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