Customer experience with mHealth applications: the experience of negative emotions and customer coping strategies

dc.contributor.advisorTsoumani, O.
dc.contributor.authorKlarenbeek, Floor
dc.description.abstractThis study addresses the issue of high discontinuation rates observed in mobile health applications (mHealth apps), which consequently restrict users from fully benefiting from their intended outcomes. The limited research on customer experiences with mHealth apps and coping with negative emotional experiences prompts an investigation into how users experience mHealth apps and cope with the negative side of using these apps. The research questions are addressed through the utilization of a diary study methodology, in which eleven participants participated. The findings reveal that the utilization of mHealth apps elicits a range of emotional responses, encompassing positive, negative, and neutral sentiments. Positive emotions reported by users include happiness, satisfaction, pride, and relief, while negative emotions encompass disappointment, irritation, frustration, annoyance, dissatisfaction, and pressure. Furthermore, the study identifies various coping strategies employed by users to manage these negative emotions, including ignoring, avoiding, rationalizing, justifying, relativizing, and confronting. To conclude, the individuals’ expectations played a pivotal role in shaping their emotional experiences, as well as whether a health behavior was achieved. The coping strategies alleviated the experienced negative feelings.
dc.thesis.facultyFaculteit der Managementwetenschappen
dc.thesis.specialisationspecialisations::Faculteit der Managementwetenschappen::Master Business Administration::Marketing
dc.thesis.studyprogrammestudyprogrammes::Faculteit der Managementwetenschappen::Master Business Administration
dc.titleCustomer experience with mHealth applications: the experience of negative emotions and customer coping strategies
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