the Concept of ”phubbing”, which is a combination of the words ”phone” and ”snub”, it has gained a foothold in the united states, but in Sweden, it is still relatively unknown. It is used to explain the phenomenon of people who are occupied with their smart phones instead of interacting with others, the physical presence of the person.
„We know that the phubbing were in Sweden, but it is not a problem of this size in the stores,“ says Nicklas Salomonson, assistant professor of business administration at the University of Borås, sweden.
Markus Fellesson, associate professor at the Centre for service research at Karlstad university, studied how the phubbing affects the working environment of the employees who are working in the butikskassor. The study was carried out by means of a questionnaire sent out to sales associates in the country. In the survey, which was based on earlier interviews with the store employees, were the respondent, inter alia, consider the scenario of phubbing in the cashier’s face with a client who is preoccupied with his phone instead of interacting with the staff. The respondents had to assess how widespread the problem is. The results showed that a majority of the employees are feel that ”phubbing” is a very or fairly common.
„the people working at The check-out are often confused as to whether they will cancel of the customer, or is not,“ says Nicklas Salomonson.
Nicklas Salomonson, assistant professor of business administration at the University of Borås, sweden. Photo By Peter Andersson.
the employees who are more service-oriented, have a tendency to be forgiving of ”phubbing”, and are less likely to act confrontational with the customer.
“ It fits together with the underlying idea of the serviceorientering. That is, employers try to get employees to put customers at the center, and to be kind and considerate towards them. To be more forgiving and to push away the feelings that arise when you are nonchalerad, however, can also have a negative impact in the long run for the employees.
in the Past, research has shown that ‚phubbing‘ can be a significant negative impact on the relationship. ”Phubbing” is threatening four fundamental needs: belonging, self-esteem, a sense of purpose in life, and control, as victims of phubbing to feel excluded.
Mobile phones have become so widely accepted in our society. They are using it more and more, and it is clear that this pattern of behaviour to everyday situations. „Our study shows that mobile usage in the store, can also lead to problems,“ says Nicklas Salomonson.
There is no reason to believe that the ”phubbing” is going to be a less common concept in the future. Nicklas Salomonson track of the trend rather goes in the opposite direction.
“ It’s a reaction against the mobiltelefonanvändningen of the day, which can be seen in the public debate. At the same time, there are powerful forces pushing for the digitization of society and that we are going to use your mobile phone even more.
at the same time, it is difficult to be combating ”phubbing,” says Nicklas Salomonson.
“ As a staff, it can be difficult to tell the customers that they need to put down the cell phone. However, the shops, perhaps can elaborate on how they organize their activities. At present, we have customers who want self-service to customers who want human interaction at the checkout. Those who wish to devote themselves to their cell phone may be encouraged to opt for self-service.
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