The Paradox of mHealth technology: Understanding Negative Experiences and Consumers’ Coping Strategies
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2023-07-03
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en
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This paper explores customer experience with the usage of mHealth technologies and customers’ coping strategies towards alleviating negative negative experiences. The research is conducted with the use of two qualitative research methods, namely netnography and semi-structured interviews. The findings show that using mHealth technologies can cause negative emotions in its customer users, such as anxiety, stress, guilt, and frustration. It is also found that customers attempt to cope with these negative emotions through the use of both confrontative and avoidance strategies, such as adjusting their behavior, assuming responsibility, ignoring, distancing, and discontinuing. Moreover, the present study demonstrates the positive effect of coping strategies on customer experience, as demonstrated in the feelings of freedom and relief experienced as a result of coping with negative emotions. Drawin
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Faculteit der Managementwetenschappen