Customer experience and coping strategies in the use of mHealth technologies.
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2023-08-30
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en
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This Master’s thesis explores users’ negative experiences of technology adoption in the domain of mobile health apps (mHealth apps). The aim of this thesis is to identify the negative experience that arises from mHealth apps and how they affect the consumer. The evaluation of relevant and current literature represents the theoretical foundation of this research. The research question is answered based on insights from qualitative research in the form of a diary study. The sample consists of six diary study participants. As a result, many negative experiences are identified, such as sadness, disappointment, stress, and guilt. Thus, users apply coping strategies to manage these tensions. The five most apparent strategies are Discontinuing, Adjusting, Assuming Responsibility, Emotionally Distancing, and Ignoring. It is found that many paradoxes, tensions, and coping strategies are related and often contain several, subordinated facets.
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Faculteit der Managementwetenschappen