User avoidance behavior in pharmaceutical e-commerce intelligent customer service: a stressor-strain-outcome perspective
IntroductionThis study explores the implementation of Intelligent Customer Service (ICS) in pharmaceutical e-commerce, aiming to enhance user acceptance and service efficiency while addressing the psychological factors influencing user behavior. It expands the boundaries of technology acceptance res...
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| Format: | Article |
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Frontiers Media S.A.
2025-02-01
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| Series: | Frontiers in Psychology |
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| Online Access: | https://www.frontiersin.org/articles/10.3389/fpsyg.2025.1514571/full |
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| author | Jing Jia Lu Chen Chengzhen Wu Manling Xiao |
| author_facet | Jing Jia Lu Chen Chengzhen Wu Manling Xiao |
| author_sort | Jing Jia |
| collection | DOAJ |
| description | IntroductionThis study explores the implementation of Intelligent Customer Service (ICS) in pharmaceutical e-commerce, aiming to enhance user acceptance and service efficiency while addressing the psychological factors influencing user behavior. It expands the boundaries of technology acceptance research by focusing on ICS use and avoidance in high-risk environments.MethodA total of 418 valid questionnaires were collected from participants, ensuring data quality through rigorous screening. The study employed SPSS for data normality tests and SmartPLS for structural equation modeling to analyze the relationships between emotional stress, system overload, and user avoidance behavior.ResultsThe findings indicate that system overload, information overload, and service overload significantly contribute to user emotional stress, which in turn drives avoidance behavior. The analysis revealed strong explanatory power (R2 values ranging from 0.450 to 0.586) and confirmed the mediating role of emotional stress in the relationship between overload factors and user avoidance.DiscussionThis research highlights the critical role of emotional stress in user interactions with ICS, suggesting that pharmaceutical e-commerce companies must refine their ICS design to meet diverse user needs and reduce cognitive burdens. By leveraging big data and establishing robust feedback mechanisms, companies can enhance user experience and loyalty. The study also identifies limitations in demographic representation and suggests future research should incorporate qualitative methods for a deeper understanding of user behavior. |
| format | Article |
| id | doaj-art-b3e76efc4c99451a990bf911e2e97266 |
| institution | Kabale University |
| issn | 1664-1078 |
| language | English |
| publishDate | 2025-02-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Psychology |
| spelling | doaj-art-b3e76efc4c99451a990bf911e2e972662025-02-04T06:31:51ZengFrontiers Media S.A.Frontiers in Psychology1664-10782025-02-011610.3389/fpsyg.2025.15145711514571User avoidance behavior in pharmaceutical e-commerce intelligent customer service: a stressor-strain-outcome perspectiveJing Jia0Lu Chen1Chengzhen Wu2Manling Xiao3School of Business, Changzhou University, Changzhou, ChinaSchool of Business, Changzhou University, Changzhou, ChinaSchool of Business, Hanyang University, Seoul, Republic of KoreaSchool of International Commerce, Konkuk University, Seoul, Republic of KoreaIntroductionThis study explores the implementation of Intelligent Customer Service (ICS) in pharmaceutical e-commerce, aiming to enhance user acceptance and service efficiency while addressing the psychological factors influencing user behavior. It expands the boundaries of technology acceptance research by focusing on ICS use and avoidance in high-risk environments.MethodA total of 418 valid questionnaires were collected from participants, ensuring data quality through rigorous screening. The study employed SPSS for data normality tests and SmartPLS for structural equation modeling to analyze the relationships between emotional stress, system overload, and user avoidance behavior.ResultsThe findings indicate that system overload, information overload, and service overload significantly contribute to user emotional stress, which in turn drives avoidance behavior. The analysis revealed strong explanatory power (R2 values ranging from 0.450 to 0.586) and confirmed the mediating role of emotional stress in the relationship between overload factors and user avoidance.DiscussionThis research highlights the critical role of emotional stress in user interactions with ICS, suggesting that pharmaceutical e-commerce companies must refine their ICS design to meet diverse user needs and reduce cognitive burdens. By leveraging big data and establishing robust feedback mechanisms, companies can enhance user experience and loyalty. The study also identifies limitations in demographic representation and suggests future research should incorporate qualitative methods for a deeper understanding of user behavior.https://www.frontiersin.org/articles/10.3389/fpsyg.2025.1514571/fullintelligent customer servicepharmaceutical e-commerceuser avoidance behaviorcognitive overloadstressor-strain-outcomeelectronic health literacy |
| spellingShingle | Jing Jia Lu Chen Chengzhen Wu Manling Xiao User avoidance behavior in pharmaceutical e-commerce intelligent customer service: a stressor-strain-outcome perspective Frontiers in Psychology intelligent customer service pharmaceutical e-commerce user avoidance behavior cognitive overload stressor-strain-outcome electronic health literacy |
| title | User avoidance behavior in pharmaceutical e-commerce intelligent customer service: a stressor-strain-outcome perspective |
| title_full | User avoidance behavior in pharmaceutical e-commerce intelligent customer service: a stressor-strain-outcome perspective |
| title_fullStr | User avoidance behavior in pharmaceutical e-commerce intelligent customer service: a stressor-strain-outcome perspective |
| title_full_unstemmed | User avoidance behavior in pharmaceutical e-commerce intelligent customer service: a stressor-strain-outcome perspective |
| title_short | User avoidance behavior in pharmaceutical e-commerce intelligent customer service: a stressor-strain-outcome perspective |
| title_sort | user avoidance behavior in pharmaceutical e commerce intelligent customer service a stressor strain outcome perspective |
| topic | intelligent customer service pharmaceutical e-commerce user avoidance behavior cognitive overload stressor-strain-outcome electronic health literacy |
| url | https://www.frontiersin.org/articles/10.3389/fpsyg.2025.1514571/full |
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