Mobile health technologies: conflicting experiences & consumers’ coping strategies”
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2023-08-30
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en
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Mobile health (mHealth) applications provide promising possibilities for the health of users and their wellbeing. However, there is evidence suggesting that – despite the many advantages – users experience negative emotions caused by mHealth applications. After experiencing negative emotions, consumers will try to cope with these to mitigate negative consequences. The aim of this study is to examine which coping strategies are applied by mHealth application users after experiencing negative emotions. Furthermore, its influence on the customer experience is examined. A literature study and a field study was carried out, in which the diary method was used. Data was collected from a total of nine respondents over 14 consecutive days.
The negative emotions that were identified were stress, disappointment, annoyance, feeling demotivated, frustration and guilt. The study shows that mHealth users apply different coping strategies to deal with these negative emotions. Adjusting was frequently applied after feeling disappointed, demotivated and frustrated. Assuming responsibility was applied after experiencing the emotions mentioned above and annoyance. After applying these coping strategies, consumers indicated that they experienced feelings of satisfaction and relief. Acknowledging the potential negative consequences of using mHealth applications and understanding the dynamics of coping strategies is important to ensure sustainable mHealth app usage.
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Faculteit der Managementwetenschappen