Functionality or Enjoyment? The Role of Online Review Framing in Mobile Health Apps Use
(A2026-134051)

AUTHORS

Miriam Alzate, Universidad Publica de Navarra; �lvaro Saavedra, Public University of Navarre; Paula Vidaurreta-Apesteguía, Universidad de Granada

ABSTRACT

This research examines how utilitarian versus hedonic information, together with review sentiment, shapes evaluations of mHealth apps across adoption stages. Study 1 analyses 622,718 real online reviews and shows that hedonic content is less likely to appear in 1-star ratings but more likely to appear in 5-stars ratings, suggesting that among existing users hedonic features drive delight once basic utilitarian performance is accepted. Study 2 uses an online experiment in a pre-adoption scenario and reveals a significant interaction between review orientation and tone: under negative tone, utilitarian reviews reduce intention to use more than hedonic reviews, whereas under positive tone they increase intention to use more than hedonic ones. Thus, utilitarian information is pivotal for initial choice, while hedonic benefits dominate post-adoption enthusiasm.