Aaleya Rasool, Sartaj Rasool Rather, J. Islam
2026.1.29INFORMATION SYSTEMS MANAGEMENT
tlooto Summary
This study applies frustration – aggression theory to examine how perceived interactivity and interface aesthetics in retail mobile apps trigger negative engagement and digital disengagement and provides actionable guidance for enhancing user retention.
Abstract
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.
Citation format
RASOOL, Aaleya; RATHER, Sartaj Rasool; ISLAM, J. Managing negative engagement in retail mobile apps: Drivers, consequences, and implications. INFORMATION SYSTEMS MANAGEMENT, 2026, 43(2): 136–152.