Managing Negative Engagement in Retail Mobile Apps: Drivers, Consequences, and Implications
Abstract
This study applies frustration – aggression theory to examine how perceived interactivity and interface aesthetics in retail mobile apps trigger negative engagement and digital disengagement. Survey data from 456 Indian app users reveal that poor interactivity and aesthetics intensify negative engagement, leading to switching and negative word of mouth. Trust mitigates the impact of interactivity issues but not aesthetic flaws. Findings advance understanding of negative digital engagement and provide actionable guidance for enhancing user retention.
Fields of Study & Subjects
Digital Marketing and Social Media
Technology Adoption and User Behaviour
Flow Experience in Various Fields
Publication details
- Journal / source
- Information Systems Management
- Publisher
- Informa UK Limited
- Volume
- 43
- Issue
- 2
- Pages
- 136–152
- Publication date
- 29 January 2026
- Language
- EN