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

This 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.