Understanding Customer Experience and Coping Strategies in the use of mHealth Apps
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2023-06-30
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en
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This Master thesis investigated customer experience with mobile health (mHealth) applications by exploring the emotions customers experience during mHealth usage and how they cope with the negative emotions elicited while using mHealth. Through the use of a diary study, eleven respondents were audio-recorded their emotional experience, at the end of the day, with their mHealth apps and their coping responses for a period of fourteen consecutive days. The findings reveal several positive and negative emotions experienced while interacting with mHealth in the post-adoption phase. The positive emotions experienced included pride, joy, happiness, hope, contentment, relaxation, and surprise. The negative emotions reported consisted of annoyance, disappointment, regret, stress, anger, frustration, and sadness. To address the experience of negative emotions, respondents described their use of different coping strategies, both problem- and emotion-focused. The problem-focused strategies employed by mHealth users included seeking alternatives, exerting control over app functions, being dishonest, carry through, and planning. Emotion-focused strategies included avoidance, ignoring, and justifying. Based on these findings, this study offers a number of theoretical and societal contributions for various stakeholders in the domain of mHealth. The present paper ends with recommendations for future research and a discussion of the study’s limitations.
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Faculteit der Managementwetenschappen