Systemic risk enacted by emotionally driven client behaviour on South African mobile banking systems : a structured literature review through the theoretical lens of interpersonal behaviour

Abstract

Systemic risk is considered as one of the greatest, if not the greatest risk faced by retail banks. This paper uses the Theory of Interpersonal Behaviour as theoretical lens to understand systemic risk caused by emotional driven technology enacted client behaviours on mobile banking systems. A structured literature review was selected as research method through which 34 research papers were selected for the identified research themes, namely mobile banking systems, systemic risk, SA retails banks and theory of interpersonal behaviour. From the identified research papers several sub themes were identified using a thematic analysis. These findings indicate that several factors (both conscious and nonconscious) have an impact on a client's intention to enact systemic risk behaviours via a mobile banking system. In conclusion the paper proposes a theoretical framework, based on the theory of interpersonal behaviour, for explaining systemic risk enacted by emotionally driven client behaviour on mobile banking systems. From the limitations of the study a number of future research recommendations are also made, including investigating how mobile banking clients can be persuaded to abstain from systemic risk behaviour.