Mobile Health Technologies: Negative Experiences & Consumers’ Coping Strategies

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2023-07-03

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en

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This paper explored consumer experience with the usage of mHealth technologies in the post-adoption phase. Drawing upon literature on consumer coping strategies, it aimed to explore the negative emotions experienced during interaction with mHealth technologies and the coping strategies consumers apply in an effort to alleviate them. With the use of netnography and semi-structured interviews, the present research first identified a number of negative emotions experienced during customers’ interaction with their mHealth apps, such as anxiety, stress, and frustration. Second, it showed that customers attempt to cope with these emotions by employing various strategies, such as behavioral adjustment, assuming responsibility, acceptance, ignoring, distancing, and, ultimately, discontinuing their usage of mHealth. Based on these results, a number of theoretical and practical recommendations are provided.

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Faculteit der Managementwetenschappen

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