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User avoidance behavior in pharmaceutical e-commerce intelligent customer service: a stressor-strain-outcome

Jing Jia1, Lu Chen1, Chengzhen Wu2

  • 1School of Business, Changzhou University, Changzhou, China.

Frontiers in Psychology
|February 19, 2025
PubMed
Summary

Intelligent Customer Service (ICS) overload in pharmaceutical e-commerce increases user emotional stress and avoidance. Reducing cognitive burdens through better ICS design is crucial for user experience and loyalty.

Keywords:
cognitive overloadelectronic health literacyintelligent customer servicepharmaceutical e-commercestressor-strain-outcomeuser avoidance behavior

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